blankenshipr

This would be an awesome feature for us. We would like the ability to scan a QR code that would take us to the Asset page so we can view the asset's ticket history. This could be as simple as URL-enabling the Asset pages, similarly to how the tickets are URL-enabled. For example, just make…

Interesting...no problem!

Are you using Locations? If not, create a general location that reflects the whole of your company and assign that user to that location. If you are using multiple locations, you can assign a client to multiple locations by editing the client and adding additional locations. This should allow your client admin to see…

These are the columns that I see when I export tickets. Subject is a separate column. No. Date Status Priority Tech Location Request Type Subject Request Detail Client Notes As far as attachments, they do not get exported. If you are needing to move database instances as the OP is, I would suggest involving Solarwinds…

I just tried it on an existing ticket, and whether I clicked Private then Save & Email, or if I clicked Private, Save, then Save & Email, the client was never notified...only me. But whether the client is emailed on the initial ticket creation, I have no idea.

You are correct that webmail uses /owa/ for web access. However, /ews/Exchange.asmx is actually a SOAP API address. If you go to this address on your Exchange server, you should be prompted for a username and password. Enter that, and you will get a Services.wsdl that describes all the supported SOAP requests. We have…

No problem. It depends on which API key you are using whether the username is required. If you are using an individual tech's API key, then you only need the key. If you are using the system API key, you need to include the username so WHD knows the context in which it should return results. See REST API: Authentication…

Make sure he is a member of the same location as everyone else. If he is not, make him a client admin for all locations that are in that company.

No problem! Glad to help.

No problem!!

Don't worry, you won't lose the traditional client role for the particular user. You're just giving them additional privileges to view others' tickets, and they can still submit their own tickets.

No problem! I think you're on the right track...set up a request type for each company and assign the pseudo-priority custom field to those specific request types. Then set up an action rule to set the actual priority.

Based on your description, I would suggest looking into using Locations and Client Admins. Client Admins can be set to be automatically copied on ticket updates (note: they do not appear in the CC box...they just get notified automatically). Check out the Locations section of the setup. Client Admins and their options are…

No problem! BTW, I suggested using the Bcc box so that the supervisor's email would not overwrite any CCs on the ticket or would not get removed by accident when adding another Cc.

Great idea, Rob. I actually did not know Outlook had that feature. For those using Outlook as their email client, accomplishing this is not immediately evident. Here are directions to redirect the message in Outlook 2010-2013: * Open the message in its own window. * In the Move group on the ribbon, click Actions > Resend…

sballam, this feature is already part of WHD. On the Tickets, Clients, Assets, Parts, and FAQs screens, there is a TSV, an Excel button, or both that will export that data (on the tickets screen, click the gear icon to get the Download TSV option). You may have to modify the column order some in Excel to match the import…

The only way this is currently implemented is via client admins. Client admins for a particular location can login to the web interface and submit a ticket on behalf of someone else. You can give them this permission via the Client Admins section of the Location setup. Just click the key next to the client admin's name.…

Also, in the Locations, did you assign a client admin for that location? And are your tickets assigned locations?

When you created the Client Admin Role, did you set the request types supported?

To build on crippsb's first solution, * Create a second connector with a Users DN set to the other OU (e.g. ou=Other Location,dc=domain,dc=local) * Create a group in your "own" OU that contains users that you need from the other OU (e.g. cn=Outside Helpdesk Users,ou=My Location,dc=domain,dc=local) * Set the Search Filter…

You should be able to do this with an action rule. Set up a rule where the criteria will match tickets client email is your email (because it will be "your" ticket) AND contain FW: in the subject. Then set the actions to Assign to you.

It appears to disable emailing the client, CC, and BCC contacts. I would also assume that the ticket is not visible to the client in the client interface.

The only way I can think of to do this without installing a GUI would be to use SSH forwarding. * Enable SSH forwarding on your SSH server (if necessary) * Install PuTTY on your Windows machine (or use ssh on your Linux desktop) * Set up a port forwarding scheme in PuTTY that will forward local port 8081 to 127.0.0.1:8081…

This is currently not natively possible, but there may be a feature request for it. If not, you may create a feature request for it. However, you can mimic this behavior by using action rules. Set up an action rule for each tech as follows: * Evaluate criteria on all ticket updates. * Apply action only on ticket creation.…

Do the users at this other domain live on the same Exchange server? Please check your Exchange receive connectors (EMC > Server Configuration > Hub Transport > Receive Connectors). Ensure that you have an entry for the WHD server with the WHD server's IP address listed on the Network tab (example below--192.168.13.20).…

When you merge tickets, you are asked which ticket number you want to keep. The one you don't keep gets closed and a history entry is created on the closed ticket: "Merged with Ticket ##### and set Status Type to Closed." The client of the original ticket is not notified. Generally when you have duplicate tickets, they are…

Not at this time. There is a poll by the development team where you can voice your opinion on how attachments should be stored.

It is still based on WebObjects. I haven't had any trouble with running out of memory, but no, you still can't have more than one browser window open. It still uses session data to keep track of where you are.

Mathieu, I just created a custom field for clients called Test Field, and was able to successfully update it through the import feature. Some things to check: * Make sure you are downloading the latest template from the import page. It will include the correct column with the custom field name. * Make sure your sync…

Go to Setup > General > Authentication and remove/change the login message.