bpringle

So is this logic being built into anything soon? We would benefit from this as well.

Or email a different group of people.

I've run into this same issue as of late. I need to send a schedule report to someone that shows all open tickets but I need the actual ticket data not just a bar graph that shows them 10 are open. Like stated above the report is a PDF with no hyperlink capabilities to see the actual tickets. HELP!!

Thanks, we are currently running 12.3

I guess the only way to avoid it defaulting to the first item in the list is to use radio buttons (single choice) as the type.

Well, there's the problem! SELECT ONE was the first one on the list and it defaults to that "location", which is obviously not correct. I will remove...

Did this ever get put into a new release because this is exactly what I need and am using your work around in the mean time. Thanks

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So to be clear, we have a Submission Date custom field. The client puts the date in there that they need. I need to setup an action rule that sends an email out to a group of people 2 days prior to that Submission Date.

So this just happened to me. I click the green plus to add a note to an existing ticket (with a note already) and it collapses as shown above. We are on 12.3.0 if that is any help. I noticed that this was a high priority under #193368 over a year ago. How is that fix going? Super annoying when it happens because you have…

Is there a way to change the font? Increase size and bold it?

I had only the "parent' request types checked in the request types supported whereas every child request type needs to also be checked. It works now but I would think that if the Parent group is checked then all child types should also be counted.....not a big deal just seems like the most logical. Thanks

Thanks lindsey but I don't need help creating the custom fields, I know how to do that. I need help setting up some type of action rule based off of Date custom fields.

Is this a possibility yet? We also get the "client is required" message and it seems like an avoidable issue. Inherited should mean that the client info is an option to inherit too. Status of 421142 please. If you can show me where I find updates on these user request numbers that would be great too.

Well that sucks. Thanks

Thanks we will check that out as well.

kjette wrote: You can run Action Rules on Priority but the limitation here is the fact that you can't use the field tag <client_email> in the Recipients box of the Send Email option of the Actin Rule. . When I figured this out too, is when I came here for advice. Seems like a very obvious shortcoming. Thanks for the replies

The answer is to uncheck the use models check box located in setup - tickets - request types......If you do it at the parent level it will not work, you need to do it at every child level with every request type. Seems like there should be an easier way to propagate down to the child request types but I haven't found it…

SW support beat ya.... I had only the "parent' request types checked in the request types supported whereas every child request type needs to also be checked. It works now but I would think that if the Parent group is checked then all child types should also be counted.....not a big deal just seems like the most logical.…

Anything new on this? I too have some questions on this. I'm the admin/sup of a 4 tech team. I have a group set up with all 4 of us in there but every time I test by submitting a ticket I don't see it within the "group tickets" tab. Not sure what I'm missing but any help would be appreciated. Thanks

Or could we present a different "public" facing website via the existing install that is just branded differently? Hope I'm making sense.

Support wanted me to upgrade to latest version (12.5). We were on 12.4. Same behavior as before. Frustrating. 

I too would like to know if this is planned for any future builds. Seems like a no brainer....we are using WHD for so many things it was never intended to do. Listening to your user base will only make your product better right :-)

So I may have just answered my own question. This process is terrible, not going to lie.... 1. Change request type 2. Delete orphaned approval 3. Save 4. Cancel There has to be a better way?

So any fix for this yet with #193368? This happens often in our environment and is very frustrating.

Oh boy newbie here....you guys are going to get sick of all my questions. We just purchased NPM, PM, and WHD. I'm setting up WHD right now and have another guy working on the other two. I'm off to get answers....

Did you find a solution to this? I'm looking into this too and would appreciate any help. Thanks

Just some more info. In Assets we have Asset Type = Laptop and Status = Available. Can we alert off of changes to that is what I'm asking I guess. TIA

I'm just finishing up the initial set up of our WHD install. There are 4 techs and I have all of us in a group that we all see what tickets were submitted and what their status is. WHD has a ton of flexibility and there are very granular type of settings. I just prefer to start this way until we get used to the interaction…