cmdrthisk

This: Password-Protected Tech and Administrator Accounts We’re helping prevent unauthorized access to tech and administrator accounts with password protection for these accounts. All tech and administrator accounts now require a password to edit and save account information. If you enter an incorrect password after five…

Still waiting for this to work...

Well I wish I had seen this 2 months ago! Thanks :D

BTW for anyone else who doesn't set Tech passwords, you'll probably need this SQL statement: UPDATE TECH SET PASSWORD = 'newpassword' WHERE CLIENT_ID = '' You can run that against your WHD DB. the CLIENT_ID is the ID of the Tech you want to change in the TECH table.

That just marks them deleted in the database; they're not actually gone. I want to prune them from the database, and I'm just checking if there's an approved procedure for doing so

What?

Well... how do I put this nicely... our Tier 2 support is resistant to change, and we can't even obligate our Tier 1 support to use any ticket system. Tales from the public sector Ideally I would prefer to use it the way you describe, but we have larger organizational challenges that just make that fight not worth fighting…

Yes, it does depend on the discovery method, you are correct on that If you are not using a discovery connection that supports that option, then I would use a script to import the data. First you would need a way to associate a user with a device dynamically. How you go about that would greatly depend on the size of your…

Thanks kellytice, that is definitely helpful, but it looks like for the first method we would have to require people to enter time with their notes. I would normally consider that a non-issue, but given the current structure of support in our system it's not something we can actually enforce. Without everyone entering time…

Need to make sure to link the Tech Account to a Client for this option

Ok, my Resolved ticket finally just auto-closed and there is no change in the Task status. It looks exactly the same as the screenshot I posted previously. So this does seem to be a bug related to auto-close

Argh! How did I miss that?!? Thanks Gus, that's exactly what I needed

We only switch the Type to "Incident" if we're going to attach it to a Problem ticket. Otherwise everything just stays a Service Request.

You can setup that relationship in your Discovery Connection for your Assets. In the Attribute Mapping tab look for Client User Names.

Did you check the Approval Process steps to see which step has the old users? That would show you whether it is a Location or Department Approver, and the Approver Role being used.

Sounds like a feature request!

Noticed this feature as well. Only one of my tasks showed as complete. I took a look at the tickets in a simple task, and found that the one with a "Complete" status I had set the ticket directly to "Closed" So I took an old task ticket, set it back to Open, then to Closed. Now it also shows as closed I'll try re-opening…