kjette

No one has upgraded? Does that mean there wasn't much in it that anyone needed/wanted (compared to the feature request list)?

I may be wrong but I'm not familiar with anything in WHD call Advanced Alert Manager. Could you be thinking of Alert Central? That is a SW product but separate from WHD.

Did just the content disappear or the entire Request Detail box? The only time I've seen this happen is when you go from a Request Type that has the Request Detail visible to one thats hidden. At that point you'll loose any content you've added and not be able to get it back.

I assume these would be resolved tickets? We are going live next week (after months of dev) with WHD and this is how I plan to handle it: -When the ticket is resolved they will get a resolution email giving them the opportunity to confirm the resolution or disagree -If they confirm it the ticket is automatically closed -If…

There are some very basic features missing from WHD that you'll find in most other solutions. A few on my list are: We should be able to CC a ticket with an Action Rule instead of having to create an ugly text based email I have to build field by field Being able to report on Clients seems like a no brainer. I should be…

I do not believe you can delete the default admin account. As far as I know the only options are changing the account name to the new person or inactivating the account and creating a new Admin account for the new person.

We use many custom fields for various emails for different situations and it really is a bad way of doing it. We use them so clients can be presented with specific fields based on the Request Type chosen when submitting a ticket in the web portal. The problems start if you want to go back and change the order of the fields…

This is driving me nuts. Multiple assignments on a ticket seems like a no brainer but its missing in WHD. Most companies have a New Employee process. That process includes notifying different departments that have a responsibility for new employees and not all of them will be techs in WHD so there needs to be a process for…

This would definitely be nice. WHD offers a lot of nice features and yet there are so many missing "no brainer" options.

You should be able to do this with Action Rules and the Modify Ticket option. For example, you could configure it so whenever a ticket type is changed to Problem then the Priority will automatically change to P1.

Has anyone been able to do this successfully?

I've done this in the past with Action Rules. Criteria - Request Type is Incident Action - Modify ticket to change ticket type to incident Set it to run on ticket creation

Have you tried using the field variables? Including them in the email should display the content in that field. Here is an example of some I have found: * <ticket_id> = Ticket number * <request_type> = Request Type * <status_type> = Status Type * <priority_type> = Priority Type * <client> = Client's full name *…

I mainly use action rules to email tickets to non-techs in different parts of the business. Unfortunately instead of being able to email the complete ticket (as in when you CC someone on the ticket) you have to build the email field by field. It becomes much more complicated because we use a lot of custom fields. When you…

I like to convert the first Incident ticket into the Problem. This gives me a accurate timeline for our SLA management. We don't determine the severity by the number of reported incidents but by how a core business service is affected. We classify these as Major Incidents and close them as soon as the issue is resolved in…

I have asked this question in the past and was informed by support that its not possible. This seems like a pretty basic and valuable report but unless its been added to one of the recent releases I don't think its possible.

We just recently purchased WHD also and I can tell you there isn't a lot out there accept for the admin guide which is far from complete. Not sure what your situation is but mine is migrating from an existing solution so not only do I have to teach myself WHD I also have to figure out how to replicate our current…

I have been told by support that this is a bug.

Thats very strange. The only thing I can think of is to verify the Interval section of the report schedule is correct (like not set to send once a year). Do you have other report schedules that are working?

One other thing to set is what to do with the child tickets after they are merged. They can be closed or set to a specific status: Setup\Status Types\Options Tab\When Tickets are Merged

I feel theres a big gap here. If you could create a ticket with specific content then you could run rules against it but I've never been successful in creating anything more than a basic ticket. Updating a ticket is a little better but it seems like very basic updates such as status and a few others. Being able to update a…

I agree with this. Its kind of pointless to have a reservation system and not be notified if someone reserves something and I certainly don't have the time to manually check it continuously. This is a feature that would add great value but is not used due to this limitation.

I would be interested in participating.

Thanks everyone. I pretty much knew the answer but figured I'd throw it out there.

I had the same question a while ago and SW support confirmed that it is not possible to report on Clients. Seeing who your heavy hitters are in a report would be nice.

This is one of the huge holes in my opinion. A ticket should have the ability to have multiple assignments instead of individual tickets for each task. For a new employee we have 10 different tasks to 10 different areas of business and it doesn't make sense to have 11 open tickets for one new employee. SW's recommendation…

Hete are some others: Ticket:536118 Action:TechUpdate Hidden:NO Status: EmailClient:NO Reassign: MinutesWorked: BillingRate:

I just had a situation like this. Team leads in our Ops group wanted to be able to see tickets submitted by their staff so they could they could match up system issue phone statuses with tickets. Historically they would just email me and ask if so and so submitted a ticket on a particular day. I ended up making them Client…

I am also in the "doing nothing is easier" category but I've decided that 2018 is the end. I've held on and held on but its clear that this is as good as it gets. When we went with WHD a few years ago they were on par with most of their competitors but have fallen way behind feature-wise. One of the major reasons I feel I…

I struggled with this in the beginning too. You have to select Resolved as the status and "Save and Email" or the client won't be prompted to confirm the resolution.