apolloc

Agreed...even if just updating the note, it takes time to navigate to it and put your thoughts down...perhaps 1min. I set up a rule top prevent closing a ticket when no work time has been recorded, but that only applies to the cumulative time, not the note level. I really want this functionality.

I need to bump this because this is a huge PITA. Anyone have any workarounds? I've got a denied ticket stuck in "Pending Approval" status. I don't want to bug all of the CAB approvers to deny the ticket. Ughhh!

Configure a rule to check for that. I did something similar regarding work time. The rule will reopen the ticket if no time has been logged.

No, this only works for me on new tickets entered (or escalated) while a tech is on vacation...not for existing tickets.

I've received the same requests.

I love the idea of #2! Not only a counter though...there should be a table that retains detailed info regarding each occurrence. I'd like to see if a particular node were to experience a problem more on Mondays at 8am. Then I could dive into what else may be causing conflict at that time. I have DPA, so if I were to see…

Good call. After posting this, I actually created two new hidden request types under the root one that the client chose. One called "<$500" and one called ">$500". Depending on what the tech selects, the appropriate approval process kicks off. It's a workaround...and it doesn't force the tech to select another request type…

And require that the note be populated...or at least configurable to be required.

Not only images...but all types of attachments.

Great request! I would definitely make use of it were it available. I voted!

+1 for OCD!!!

Doesn't the existing alerting functionality handle this? Perhaps I don't understand your scenario.

Agreed. I'm glad I got this module for free when I loaded up on some others, because it's very lack-luster.

Especially when "merging" tickets...the clients from all merged tickets should automatically be added to the merged to ticket...

* Create a custom field to put the approver name in * Create a process rule to populate that field when Approval Process x is run * Modify/create email template with a tag for that custom field

This is a great idea! +1

As long as there is a DNS entry, you can add it by host name. Partial name might be helpful.

+1...I like this idea. We would need the ability to download an import "template" that includes any custom properties that the admins have added.

+1

Bump

Tried creating this feature request via email...that clearly didn't work as planned. Here are screenshots that I included.

There's a whole slew of feature requests for this very thing...what you're wanting is the option to inherit the client like all the other available fields.

You can automate a lot of the reporting that you mentioned. One of the biggest thing I'm missing is "the summary of the ticket". I wish you could create a scheduled report that sends you [for the mostpart] the same view as the "My Tickets" tab. Reporting in WHD in general is a 2 out of 10, so +1 from me.

You can modify the email template that is sent to the client when put in the pending approval status to include whatever text you want, including variables. You could potentially tell the client who the approver is holding up the show.

I haven't modified this email template myself, but I have modified others. Here's a list of the available tags as far as I know... Applying Tags in Email Templates I don't see anything regarding approval steps. You can see that custom fields are available though, so you would have to create a custom field then create a…

Set up a rule to check for that. I set up something similar to set the ticket status back to open if a tech tries to close it without having recorded any work time.

It is pretty awful to for the variable to be the display order. There should be a sequential value (that's visible in the GUI) after creating each custom field that never changes. No thought put into this feature...