leos ✭✭✭

I have not tested this but maybe create an automation and try this: Trigger: Object Updated > Incident Condition: Value Updated to > State > Resolved Action: what you want to do….

I would say do 50 or unlimited. The SQL table/fields should be able to take more then 10 items, it is a hard coded limit for some reason.

Do they have a new Status type? There is an option in Status types to include it in the Group ticket view, make sure that is checked.

Sad that every has to jump through hoops to get decent reporting/dashboards out of WebHD. Hoping they upgrade this part of the software to give us real reporting options.

Yes I can see how you can download to excel but I had a user wanting to get a recurring report of all tickets for her Department. I should be able to create a report of ticket detail and then set it up on the report scheduler to send to her. I guess if it could export out to excel and email that to her would work also but…

You might try to reboot WebHD, stop/restart the service. I have had that resolve some issues like this where I removed some Request Types but somehow it kept triggering my Action rules and giving errors.

I just did a quick test and it went from Needs Approval status to Request Denied status which is what I have it named on in the Options tab. What version of WebHD are you on? Have you rebooted WebHD recently, sometimes that clears up issues.

What version are you on, there is a bug that needed you to install a patch that was causing emails not to go out to techs.

Did a search and saw this in a past post, might be something to look at: I was able to look up the message that was rejected. The status is: EMAIL_TICKETS_NOT_ALLOWED_FOR_LOCATION I was able to figure out that the user was set to a location that was removed from the WHD months ago. He had never submitted a ticket before so…

I set up an Action Rule Process based on the Request type (or a group of Client Departments) as the criteria and email our whole Tech group that the ticket was entered. That way if someone is out they know about the issue. I also have another process that includes all mangers/director if someone marks a ticket as critical…

Looks like when you create a task you can select a Client there but does not let you inherit the Client from the Parent ticket that kicks off the task. Unless I am missing something.

The Report functionality in WebHD really needs an upgrade, maybe if we put in more enhancement request tickets they might do something. Besides using the Advanced Search and downloading that list, you could tie into the backend tables and write your own process.

Could you not create a specific email address in WHD and add that to your critical notification email list/group for when the node goes down? That should create a HD ticket.

So they can go into WebHD > History and see/open the ticket and vote yes or no, they just not getting an email? Check the history box, dies it say an email was sent? Could it be going to a spam or junk folder? Also maybe add a value to the "Automatically Close Ticket After", might not do anything but worth a shot.

Still not working for us and I verified the line for the fix is in our file. Like if I reassign a ticket, used to see notification saying reassigned to xxx, email sent to xx and xxx (their group manager) as those boxes are checked at bottom already. Now it just says "Ticket 111 was saved".

So just to clarify, after you did the patch and saved emails are getting sent out but the Notifications still are not showing at top all who got the emails (except for the Client), is that correct?

From the notes looks like it was just Tech accounts added to cc/bcc that were not getting emails. So the fix now sends them emails but the notifications of who got emails (except for Client) is broken. OVERVIEWAfter upgrading to 12.7.8, WHD no longer sends emails to other Techs whose email address is added to CC/BCC…

Yes we installed that fix. The issue is not that emails are not getting sent, but that there is no notification at the top of page once those emails go out. It used to tell you all the folks it sent emails to. I did some tests and looks like if you have Client checked, it will show that one when you hit Save and Email but…

Not sure you can do that within WebHD, had few others with similar question if I am reading it right. Looks like the Recipients field to send an email in the Action Rule does not take tags (custom field values), I don't believe using the Modify Ticket option to enter a cc does either.

We just upgraded from 12.7.4 to 12.7.8 and also tried to upgrade and move the SQL db to new server and had issues connecting to new db as well so ended up just reconnecting it back to the original SQL db.

You should be able to set up an Action rule to tick those boxes. Set it up to do it on ticket creation, on the Actions tab choose Modify Ticket and at the bottom check the boxes you want.

I think you could create a Request Type called "System Refresh", create custom fields for each of your tasks tied to that request type and make mandatory the ones you need answers.

Could something be wrong with their email address? Check to see if something is off or maybe put your email in her profile and see if it goes through maybe. 

I believe a few folks are having issues using email to update tickets. What version are you on? Are other users able to use email to update tickets? Maybe go to Clients tab, look up their info and make sure they have rights to update tickets through email?

Just a few things if you want to try, are you able to reply to the email and have it create a note? Can you test with another teacher to see if they have the same problem, would tell you if it is a system issue or something with that client account. Let us know what SW support finds out.

I think it just has to match any WebHD Ticket number. If you took a ticket email and changed the ticket number in the subject to another ticket number, it would add the note in the updated ticket number, not the number of the original ticket. Is the Web helpdesk email in the To line from the reply email in her sent folder?

No one else was set up as an Admin? yikes!! Once you get the Admin account fixed, make sure to remedy that

I assume it was the default WebHD email address that sent out the email is what she replied to and did she leave the Ticket number in the Subject? If those 2 are there it should add a note on the ticket.

Are these going to techs or clients? Are you saying that sometimes an email will go to a person and other times it will not go to that same person? Or this error always occurs for specific people but not others? Did you check inside WHD in Tech and Client areas and make sure they are active accounts?

Not sure if this will work for you but I just use Snip to get what I want to post, then move it to word to resize and then copy and paste onto the FAQ page. Probably better ways to do all that. I too have issues when trying to embed a pic from a url.