david_garfinkel

Ah...for some reason I've never really examined the status/options. Is there a way to either include or not include a status types in emails to techs? I think the next thing I need to work on is email templates.

Can you show me a screenshot of the Criteria from example 1? What I want is for a client approver to be able to approve via email and then for the status to change via action rule or whatever. I don't see a place in Criteria to trigger based on an approved ticket. Am I missing something?

That worked. Thanks!

this is a good one. shouldn't be too hard right?

Quick question: My approver is neither client of the ticket nor tech, rather a client approver. Should matching the criteria of a word in a tech or client note on a ticket fire an action? Does the approver note qualify as a tech note?

I see the box but it's only deleting the 10 that show up in the gui as far as I can see.

agree

This is the one big area when porting a wufoo db to whd where we find whd doesn't hold up. This would be amazing.

I have set up an action rule that looks for a specific word in the tech note of the approver and if it finds the note it will close the ticket. It's a little hacky and relies on the approvers to type something in. Would be better if it was just one step. The problem is that there isn't an option for closing a ticket when…

The problem with changing the approved status type to something auto-resolves is that I only want this process for a subset of approvals. I think maybe I'm barking up the feature request tree here?

Here you go. Our New User Request process involves providing new users with access to a number of different potential systems that all have different approval/account creation processes. I have the process mostly set up. Here's the short of it * User fills out ticket * Active Directory account is created and change in…

how does the status change when the approval process is completed?

Totally just thinking of that as I'm the whd admin and people are always forgetting to turn on/off

Yeah. I've looked at email templates and something about the process always seems to make me not want to do it.

Oh yeah... Thanks! On Tue, Jul 25, 2017 at 5:41 PM, kellytice

Thanks Kelly. Do you think this functionality could potentially be built in or is this impossible? Is it worth a feature request? David

I assume you mean you have a ticket that is created via an action rule. Can you share screenshots of the action rule tabs?

I have 3700+ messages, but the gui only shows 10 messages at a time and i don't see a way to delete more than those 10. Is there a way to do this on the backend or a better way via the gui?