divinus

All of this can be accomplished with a combination of tasks, action rules, and custom fields. You can inherit ticket details as well as add to them in the Tasks. The only thing that can't be done to my knowledge is inherit client, but in our organization we just use a default client account for all child tickets. 

What version are you on? This is working on 12.5.1 As long as your clients do not alter the subject of the reply email, you should have no issues.

I've tested it on my system, and deactivating the tech license/account does not make the client inactive. I also created a test ticket to the disabled tech's client account, and the email went through as intended. I feel like what may be happening is that you have Force E-Mail enabled on a tech group that the inactive tech…

Unfortunately the client field is the only one that can't be inherited to my knowledge. I have mine set up with a generic account set as the client, or you can leave the client field blank.

Unfortunately the report function isn't very detailed. Your best bet would either be an advanced search or SQL query.

Create and save an advanced ticket search filter for the request type you're wanting and download TSV.

Your situation is kindof confusing. Are you making the tech account inactive because they are no longer a tech, or is this a licensing issue? If a tech needs to be converted to a client, you can delete their tech account.

How satisfied were you with how the support staff resolved your most recent problem? How long did it take for the Support Specialist to resolve your problem? How many times did you call before your problem was resolved? If your problem was not resolved, did the Support Specialist offer to follow-up after the call? Do you…

I use ADFS SAML authentication and LDAP connections. Tech accounts are always linked to the client accounts or the tech, and the upgrade has not affected single sign-on for our organization.

There isn't a way to do this through WHD, but it can be done: 1) Do a ticket search for the date range of tickets you want to cross-reference(You can do all tickets, but it may take a while depending on how many tickets are in your system.) 2) Download TSV 3) Insert Column 4) Select column A, add formula '=D1-C1' and hold…

Our environment had an issue with HTTPS inspection after we upgraded to 12.5.1. You also may want to make sure your incoming mail server is set to outlook.office365.com with SSL if it's not already.

It's not possible to have two techs on the same ticket. But here are a couple of alternatives: Create a child ticket to assign to the 2nd tech, this will link the tickets so you can see the status of the other ticket at a glance Have the two techs in the same tech group, and all tickets assigned to that tech group will be…

How do you have your LDAP connections setup? I've had this problem before when a user moves OUs, and the connection is set to Deactivate clients when they are not found. When you same client is found in a new connection, it doesn't automatically reactivate them.

Make a Task named "Duplicate" to Inherit all properties from the parent ticket Create a new status called something like "Duplicate" Create an action rule This changes the status of the original ticket. You can delete it instead if that's your preference.

You can force an email to Group Manager on all ticket updates under the settings for Tech Group Levels.