bvondeylen

I wouldn't call that a solution. I would call that a work around. It does work, but not a desirable solution. Ideal solution would be to copy/paste a video URL in the Note of a ticket. The Video would display within WHD, and the video would display within the email sent to the Client. That isn't happening. Anything else is…

You are not missing anything, and I do not. So then I do need to create a Special Request Type just for this purpose. I do have a Request Type of Technology > Phone, but that is for all phone issues, therefore it does NOT have the custom fields (doesn't need it). But if I want a New Staff member to get their Phone…

Thank you. Hopefully this is just a "temporary" fix as I would really like to keep the Videos turned ON within WHD, but to also work when the emails are generated to clients. So the permanent fix is for Videos to display in WHD and Emails, or at the minimum, for the Videos to display in WHD and the link sent via email to…

I saw that after I posted my message. But unfortunately, 1st Response time doesn't help us. I assign all Tickets, so the 1st Response Time posted will always be fast, since I assign them as they come in. Was hoping more for a 1st Response Time being the time it takes to create the First Tech Note. It appears WHD keeps…

Add me as well. Really need this and it has been 2 years since this was discussed. Thank you

I am not seeing the Custom Fields propogate to the Child Tickets. Are you sure this is possible? I have a Request Type of "STAFF Account" that when Resolved, creates 4 Child Tickets. Each Child Tickets has a different Request Type. Software > Services Technology > Phone Technology > Staff Computer MISC The Custom Fields in…

I don't believe you can. Rule Triggering only happens when 1. The Ticket is Updated by anyone 2. The Ticket is updated by a Tech 3. The Ticket is updated by the Client I think you will need to make a feature request (which I would support) that would add an additional Rule Trigger based on a Date. Your request may be more…

I think I finally have it figured out. Thank you for getting me to the correct point. It appears the numbers in each column is the Average amount of time the Ticket in that status has been in that status based on Updated Date - Date Created. So the number in column Assigned (17:51 for me right now) means all the Tickets…

That is what I needed. Thank you for much. The only Asset Status Type I had was "Deployed". When I went to add another Asset Status Type, I notice a checkbox option of Retired. What is that suppose to indicate? That the Asset Status Type is "retired" or that the Asset is "retired"? Anyway, this points me in the correct…

If you look at the picture you included, it displays one of the issues with this procedure. From your picture, there is no way of actually "Linking" the FAQ. You need to scroll to the far right of the window to actually click the link to the FAQ to link it. AND, the FAQ window does NOT remember the size of the window, so…

Where is the whd-web.jar file? If it matters, I am running WHD on a Windows Server 2008 R2 Standard (Service Pack 1) I have looked on C:\ C:\[Program Files] C:\[Program Files]\WebHelpDesk C:\[Program Files]\WebHelpDesk\bin etc. Can't find it

I would still propose the checkbox be eliminated from the initial Ticket form. Doesn't need to be there. It can remain on the Ticket Detail form for Techs.

Upon further reflection, I think this would also work. Instead of modifying the Ticket appearance, just allow any Ticket with a Ticket Type of "Project" be Linked to a Project #. Then multiple tickets could be created "linked" to a project. Each Ticket could then be assigned to a Tech (just like now), and modified based on…

It is convoluted, but works. You need to import (or create) the PO. Then you need to import the Assets, and assign them to the PO. Importing the Assets will create the line items, but you need to add the Line Item # on the import spreadsheet.

I just realized that my Hardware "Installed Software" is coming from my JAMF Connection and not from WHD. It would be nice if WHD did what I suggested though and collect data from computers and tablets on what software is installed, and make a connection to a software list.

When placing the Asset Tag on the bottom of a device, create a Sticker with the Asset # someone else on the device. We put our Asset Tags on the bottom of our MacBook Airs. We put a sticker with the computer name (which includes the Asset #) on the top of the MacBook Air (looks something like this AD-VonDeylen-29342)

Is this true if they enter tickets as a client (switch to client mode at the top right)? I haven't tried, so I don't know, but toggling between client/tech mode is quick and simple.

It would also be nice for the Client to be notified when a reservation is reached (if an optional lend time is specified). It would also be nice for techs if there were a Reservation Calendar when Reservations were "due" to be returned.

Well, this indeed sends a text, but it sends a text on EVERY email. So when a Note is created by a client, a very long text gets sent. I was hoping to ONLY get a text when an Alert status changes (like from Alert Level 1 to Alert Level 2). I don't want SMS on new tickets, or someone who adds a Note to a ticket. It appears…

We use CellCom. From a search on the web (if anyone else is wondering), I found the SMS Gateway address is <number>@cellcom.quiktxt.com

Just the opposite. A majority of our tickets are created via email. They come into the system with the category of "Technology" but no sub-category. The priority of the tickets when it comes in that way is "Week". I add the sub-category and the Priority is not changing.

I can understand the ticket type for purchasing something. I don't understand the need for approval in the creating accounts for new hires. I would be interested in knowing why you use Approvals for creating accounts and why you do not use Tasks to create child tickets to assign to techs different responsibilities for…

Ahhh… negative. Should have thought of that. Awesome. Very helpful. Thank you for the quick response. Bryan VonDeylen Neenah Joint School District 410 S Commercial St Neenah, WI 54956 w: (920) 751-6800 x123 m: (920) 527-8543 On Fri, Jan 30, 2015 at 9:04 AM, matt8 <

I am kinda confused as well (and really don't understand how this fixes a security issue). Are you saying your techs log in with an email address instead of a username? Up to this time, we log in with usernames (bvondeylen) as a tech. IF I wanted to log in as a client I would log in with my email address…

Yes, I noticed that as well. Not sure the reasoning behind leaving the Client field blank, since the Techs with the Child Tickets cannot send notes back as an email to the client then. I am also hoping they change that (soon). Good information. Thank you again.

When I get the Ticket (typically an ticket generated from an email), I create the AD Account / Password. I add a note with that account name / password so the techs can create appropriate entries in their tickets. 1 tech needs to get a computer ready, and we typically log into the computer as the new staff member to create…

I am using 12.3.0.469 of WHD.

I will see if it is worth the effort to change about 20+ Request Types to Incident. Thank you for the responses everyone.

Thank you. That fixed it. Bryan VonDeylen Neenah Joint School District 410 S Commercial St Neenah, WI 54956 w: (920) 751-6800 x10138 m: (920) 527-8543 On Thu, Feb 26, 2015 at 10:47 AM, apap <

That is what I needed to verify. I will change to 1 Business Day. Thank you for the quick reply. Bryan VonDeylen 410 South Commercial Street Neenah, WI 54956 (920) 527-8543 bvondeylen@neenah.k12.wi.us