kellytice ✭✭✭✭✭

You have to click that + it may look grayed out like the arrow and pencil icons, but it is not.

This sounds simple (unless i'm missing something) So the initial ticket (step 1) can have an approval process tied to it. You can make it so that when a ticket has been Approved that it changes the status of that ticket to Approved (or whatever other Status name you want to define). Then have the Action Rule in step 2 only…

Yes, look under Setup -> Tickets -> Tasks. You can create a Task and define one or more "Task Elements". Whenever the Task is executed, the Task Element(s) will each generate a ticket. You can schedule the Task to be executed periodically at a certain time (daily/weekly/monthly)

Currently WHD doesn't have automated barcode scanner support for things like checkin/checkout, but in general a barcode scanner is a text input device so it is possible to click in a field, scan something, and have that text get entered into the box and execute a carriage return. As amyd​ mentioned, that could be used when…

You can have Rules in LEM and define them so that when certain Events are correlated it can have an Action on the Rule. One of the actions available is to send an email message. Most ticketing systems can create tickets based on incoming emails, so that might work for you. If your help desk system can receive receive SNMP…

unfortunately there is not an ability to target an Action Rule to a <client> tag, so no this isn't really possible. The email recipients for Action Rules have to be hard-set.

No, it is not possible to load Client info into a custom field; they would have to be exported/imported into the custom field (sounds like you have already discovered that option).

If you have access to the setup menu, it would be under: Setup -> Tickets -> Ticket Custom Fields once you make a custom field and Save it, you can then edit it and specify which Request Types it will show up for.

The Techs could reply to the users with a link to a FAQ detailing the necessary steps. The FAQs can have inline images ... IF you have a place to host those images. You can't just drag and drop the images into the FAQ but you can use the FAQ editor (which uses basic BBCODE) to insert an image. If it is a 'hosted' image…

Simply creating new Techs and either Deleting or marking the 'old' Techs as not "Active" would work just fine and shouldn't mess up any reporting or history. If you delete them the records will still be in the database, but a field in the db will be toggled on for each particular Tech record (i think it would be setting…

The only integration WHD has in that regard is under Setup -> Assets -> Options. In there you can choose the option to configure Other Tools Links. Whether you could use that for TeamViewer, however would depend on whether you can launch a TeamViewer session by formatting a specific URL. As you can see in the screenshot…

It should be possible to have only certain Request Types visible to the end users... and on the backend have all of those go to one Tech Group. If desired then, the Techs could re-route the tickets to another Tech Group by changing the Request Type of the ticket. That should work even if the other Request Types aren't…

can you post some screenshots of the 3 tabs of the action rule you created?

You can set up an Action Rule (Setup -> Processes -> Action Rules) to do that. Using your example above, when you create a new Action Rule you'll likely want it like this: * 1st tab (action rule info): Give it a name like "Distribution List tickets" and select the option at the bottom to check it "on all ticket updates"…

That seems really odd; an asset custom field shouldn't be showing up in the ticket submission. Perhaps a screenshot or two would help illustrate the issue? If you're under maintenance i would likely open a support ticket on that as it doesn't sound right.

Is it possible they have the same Serial # and/or MAC address of other machines that have already been discovered?

a few things like that can be changed by modifying a lables.properties file - but i'm not sure if that is one of them. do you happen to know any of the text that is thrown back to them in that email message?

You may want to check out this post - my comment at the bottom references how to call a .bat file using cscript.exe as a pre- or post- update installation event. I haven't tried modifying it to do powershell scripts, but it might be helpful for you as a starting point or, if needed, to call a .bat to run a powershell…

To be clear: you're (typically) using SCCM with a Software Update Point (SUP) to deploy Windows updates to your SCCM Client machines? And now you have Patch Manager and are publishing some updates into the SUP...but rather than use the native SCCM mechanism to deploy the updates (like you would for Windows updates), you…