bpavlov

You can do a search query for all tickets assigned to that tech. Then create a bulk action item that will assign the tickets to Tech X (whoever that may be). Waiting for tickets to be re-assigned manually is not really the best way to do it.

What do you mean "All" open tickets? There are tech permissions you can set for techs that allow them to see only tickets in their tech groups or allow them to view tickets outside of their tech groups. They don't need administrator access for that. I'd say that's a bad precedent too because if someone makes an…

Are you referring to the client interface or the tech interface? I'm hesitant on major tech interface changes if only because it'd be a big pain with the 400+ techs we have in the system. But if they did it in a way where different CSS could be applied to the tech interface much like it is for the client interface, that'd…

Hi Peter, Is it only Security and FIPS? What are features can be expected with version? The previous posts you used to make "What we're working on with version 12.X?" was pretty handy as it gave a rough idea of upcoming changes.

Some reasons I can think of: * Bugs fixed never effected client therefore it's not worth updating. * None of the features introduced are worth updating for because they were never heavily used. * Perhaps new update introduces a bug that makes the update a non-starter and they won't update until a new official update is…

Hmm...I tried figuring out how to create an idea, but the forum doesn't seem to let me. Do I need to do something special to create an idea? Or is that feature disabled right now on the forum?

I've seen this happen before too. I've always assumed it's because it's treating the email like a separate request where it simply doesn't even recognize that there is an ID in the subject field. I've seen this happen more commonly when a client will respond from another email account. Not much to go by, but I have seen it…

What you can do is associate an email to a request type. Assign a lead tech to that request type along with a tech group. Then in the tech group set it so that it auto-assigns by lead tech. The ticket will automatically be assigned to that lead tech for each ticket coming in via email for those request types.

Any acknowledgement of my question?

Still navigating the new forum, but unless I'm missing it, Web Help Desk doesn't seem to be listed under Forums & Spaces.

I recall running into this a few years ago with a production system. I believe only the first 5 techs are active. The remaining won't be able to log in.