bknight

You can also go to the full web page which will give you the ability to create new tickets. It is a bit cumbersome on some smaller devices, but still somewhat doable. Works well with iPads or larger screen phones like the Galaxy Note. Unfortunately the app isn't all that productive unless you want to close tickets. 

I'd like the ability to custom build reports. Basically if the field isn't in one of the drop downs, you cannot run the report. We then have to go into the SQL environment and build the report from there. It isn't horribly difficult to do with Crystal reports, but it would be easier from the application. An example is top…

Really, we've waited almost 6 months for this? Not impressed.

I am truly happy now that we can propagate custom fields into child tickets. That feature has been long overdue. One issue I noticed is you cannot carry over the client in the Task from the parent ticket. It is not an option to "check" when you select the option to link to parent. The client is on the task info tab and…

If your process is in serial format (one thing has to be completed in order for the next item in the list to be started) consider building a series of approver processes. We have found these to be effective in using change management. We've had to build several different ones, but we do keep our subjects rather vague and…

Ok, it makes sense. My only thought would be why not mention that at the beginning. This update is just at a week old and it took you just as long to post your comment. Look, I really want this product to continue. As you can see there are folks here that feel the same way. Just be upfront and honest at the beginning.…

This exists if you have Dameware. You have to turn on the Dameware integration then a new button will appear next to the hardware that allows you to do remote desktop sessions and use the Dameware chat feature. It will also pull the Dameware chat information into the ticket if you attach the asset to the ticket.

Any work going to be done that will allow you to reference ticket information into another ticket(s). A good example, new employee process that takes an initial new employee setup and generates new tickets with the custom information into the new tickets needed for computer, phone, workspace, etc. Right now you can auto…

Heard anything regarding any upcoming updates to WHD. Is 12.4 (or whatever you want to call it) on the horizon? I'm just curious thanks.

So like it started, out of no where the problem went away. It was only tickets that had been created starting in September of 21 through the day we upgraded. It was not every ticket closed, just random ones. I really could not detect a pattern or way to determine which ticket would generate a message other than all were…

I had not yet applied the HF 2 yet. Going to do that now. Basically, this has now stopped as it reached the end of the line of existing tickets.

No. Nothing had changed on the ticket. I see the history of the ticket and when it was closed. Then today, a notice stating a new ticket notice as if the ticket was just generated.

After remoting into the person's computer, I could not replicate the problem. What we have noticed is it takes considerably longer now for the ticket to initially save. Not a show stopper, but it is noticeable. I'm wondering if the action rule is running before the ticket is actually created and saved. On the last person…

A similar issue occurred again. This time I have an error message on the client side. This occurred when the person was trying to save the ticket. It did not create the ticket and run the rule multiple times, but it did create several emails with "Null" as the ticket number. See error below In this circumstance the ticket…

I'm currently using Microsoft SMS/SCCM as my connection. Not sure if you are using the same typhoon87.

Yes what I did was place the asset number in the description field in AD. From there I set the description field to populate the SCCM database in the AD sync. This populated the description0 field in SCCM. I then setup the new database connection to WHD and set the description0 field to populate the Asset Tag field (custom…

Ok, missed that. I don't use the app (neither do our techs). It just wasn't all that helpful. We get our fair share of drive by's. Some have resorted to using the full site so they can create new support tickets. Most just put it in their notes and then create the ticket when they get back to their computer. 

I don't think so. I originally had the action step that assigned the ticket as a higher priority action rule. I moved it into the same action rule to eliminate that. I'd thought though that since the rule was only at ticket creation, not sure why it would kick off twice. The ticket can only be created once. Also, I've had…

That was it, thanks

Well after working with Support apparently this is setup by design. You aren't allowed to send emails from a SMTP address for fear of a loop. This is unfortunate as it would be a work around for a gaping hole in WHD. I really like this product, but the lack of being able to tie tickets together and send information from…

You can choose what fields to be propagated to the child ticket. Just because a field resides in the Parent ticket, it doesn't need to get transferred to the child tickets. That way the techs get the information they need to set things up. You won't have extra fields in the child tickets with useless information.

Yes, so in Action Rules we have a rule that notifies the Trainer when a specific ticket is closed (in this case new employee desktop or laptop. See pick below. The Action is to send an email to my trainer to let him know the computer is ready. No it won't create a note in the parent ticket (which would be great if it did).…

The only way I was able to get it to SCCM to work was use the sql connection. Tried Windows Authentication and it never connected. 

One more thing to ask of this? Is there a way in the automated email to grab the tech notes and or a link back to the ticket? I see several different tech attributes that you can grab. The notes is not listed nor is there a attribute listed for a link back to the ticket. That way if a ticket is closed prematurely or…

To further this, In my AD/LDAP connection, I am mapping sAMAccountName to Username. This is probably how they are tied together.

Yes, you can have someone notified as soon as the last ticket is closed. We use a similar process to notify our Technical Trainer that all the equipment is ready for a new employee and he can do his QA. Create an Action rule that looks for the last ticket to be closed. Set the criteria to status is closed and Request type…

Where do set the alerts regarding outgoing email? I looked around in the email options and outgoing mail accounts. Is it somewhere else?

Where do you set that? Is that in the ticket creation or the email itself?

I actually found a work around though not exactly what I wanted. I'm sure it is how Lync handles Common Area Phones. Though I could never understand why it didn't create the ticket or fail to import the message. If the failure would have occurred, I'd been notified. Strange that the message was sent to deleted items like…

No we don't. I'm not sure if it is worth the time to setup. I've never worked with ADFS to know how challenging it is to setup. Granted that is a loaded statement because what is easy for one person can be difficult for others.