blankenshipr

I would suggest turning on the following feature in Setup > Tickets > Options. Lock Ticket to Client Location If checked, new Tickets will be assigned the Location of the Client submitting the Ticket, and the Client will not be able to override this by selecting a different Location. If not checked, Clients will be…

Here is some sample PHP code that I wrote to create a dashboard of open tickets. It shows how to add the authentication into the request and should help you get started. Just modify lines 2-5 to match your setup, and then start at line 28 to start getting data. The curl_get function is just a wrapper function to do a bunch…

I would suggest making them a Client Admin for the location(s) for that company. Give them access to "View" the tickets for their location. Then they can view the tickets under the History tab when logging in as a client.

Request sub-types are required to be selected when creating a ticket if a given type has sub-types. As a workaround, I would create "General" request types under each as you mentioned. If you wish, you can create a feature request to request that this functionality be added to a future version of WHD.

Actually, there is a way to do this. It's not a "report" per se, but you can go to the Assets screen and edit your Column Set to include the Warranty Exp. column (and any others you wish to report on). Then search for the assets you want to show up (leave fields blank and click Search to get all assets). Then you can use…

From my experience, here's what the colors mean: * Yellow: client note * Blue: tech note * Green: tech note marked as solution * Gray: tech note hidden from client

You can use the REST API to get ticket information. Probably could create a homegrown dashboard for WHD.

You can change this by modifying the "Server DNS Name" setting under Setup > General > Options.

Works for me in firefox. When you click the link, it should bring up a prompt to confirm you want to open dameware:// links with CustomURL. You have to allow it.

Do you have queries set up? Is their query drop down set to "blank" when they can't see all tickets?

I would change your Email Options in WHD (Settings > Email > Options), setting the Scheduled E-Mail Delivery Threshold to 0. This will cause all outgoing emails to go into WHD's sending queue. This way you do not have to wait for the email to be actually sent to continue working in WHD. All emails will be sent in the…

Chris, WHD uses a static JRE (6.26) that is installed in the jre folder inside the main WebHelpDesk folder. It does not use the JRE that is installed for the operating system.

You can change this setting on the individual tech. Open up that Tech, go to his “E-mail Setup” section, and uncheck the “A Tech I supervise is the recipient of a Ticket reassignment” box.

Please see the "E-Mail Content Regular-Expression Filter" option under Setup > Email > Options. E-Mail Content Regular-Expression Filter If provided, the part of the e-mail content that matches this regular expression will be stripped out. For example, the following expression will remove a RFC3676-style signature from the…

This already works as you described, and I have mine set up that way. Create a custom field in the Assets section of setup. Then go to Discovery Connections, click Lansweeper, and your custom field will appear at the bottom with a drop-down of Lansweeper attributes. Select one of the Custom1-Custom20 attributes. You will…

smcnd, you can use either the mail or userPrincipalName attributes, depending on how your Active Directory domains are configured. To be able to select these attributes, you must go to Clients > AD / LDAP Connections > (your connection) > Attribute Mappings tab, select "Custom", and choose user from the drop-down list.…

Go to Techs > Techs, and on each tech's record, update the notification settings. Techs can also do this individually by going to Setup > My Account.

I suggest creating a custom field for Client Priority and then using an Action Rule to set the actual priority once the ticket is submitted.

Request types are required for each ticket, and a lead tech is required for each request type. However, to turn off auto-assign, go to Techs > Tech Groups, and set "Auto-Assign" for each group's level to "None".

You can do this with an action rule. Setup your action rule as follows: * Criteria: Custom Field, [Your custom field], Is equal to, [the selection that requires the supervisor be notified]. You can add additional criteria here that would select tickets from a particular department/location because in the action below, you…