leos ✭✭✭

I thought it also will notify the backup of any new tickets if that tech that is on vacation is the Lead tech assigned to that Request Type entered. But you could also set up an action Rule for if a ticket is assigned to that Tech on vacation, you could reassign it to the backup or send them an email, etc.

In setup for each Request Type, uncheck the box for Use Models.

If that does not work, might try an Action rule on any update to the ticket. There is a criteria for "Last Update Trigger" and condition of "E-Mail from a Client" and then you can email your techs from that maybe? I have never tried that one.

I had similar issue after I deleted a Tech Group, users didn't see issues but I got up to about 800 system error messages as every time any ticket was touched as it had to try to process all the Action Rules and would trigger errors. I put in a WebHD ticket and they said to reboot and that fixed the issue so try that.

I asked awhile back this same thing, answer was don't put WebHD email into a group email, let WebHD create the ticket first by just emailing the info to the WebHD email. Not sure if SW has any updates recently on it. Here is a part of article someone linked: ENVIRONMENT WHD 12.4;WHD 12.5;WHD 12.6;WHD 12.7 CAUSE Technician…

Awesome, that works.

Not sure if this might help but saw this note in our software for 12.7.4 What's New in Web Help Desk 12.7.4 * OAuth 2.0 integration with Google GmailYou can now create an incoming mail account and link the account with your Gmail account using Google Console as a credential provider. After you complete and test the…

You can set permissions in the Tech Permissions in Setup for Limit to Assigned Tech Group or like peter mentioned maybe try to limit by location or department, that is in the Tech Permissions also. Only other thing is to just make them Clients, not Techs and make them the Client of these tickets. They can add notes and…

Same with Department, it is not available to add to a custom email in the Action Rules process, most all other fields from a ticket are there. We use Department, not Location.

Yep this always irked me, you have to get the counts and then click on the number to get the detail, should be an option to skip the counts and show the detail. Unless there is a way to do that I am missing.

Don't think you can take random names from the Subject and select a client from it. The system as far as I know is not sophisticated enough to be able to grab specific data within the subject or body of an email. Now you can have a rule to say look for a name and if the subject contains that name, you can modify the ticket…

Not sure this is what you want but if say you are on MyTickets, click the cog wheet and select Download TSV, looks like that has all the fields you are looking for. The minutes for the notes are in there but not ideal to see.

I think Chrome is the issue, IE seems to work. Also if you right click attachment and select "Open in Incognito Window" it should open.

Have you tried the Import process to add tickets instead? I don't know about powershell but I would be careful adding directly to the WebHD tables, there are tons of foreign keys linking to many other tables.

The info tip for that option: Scheduled E-Mail Delivery Threshold Indicates the maximum number of Ticket emails that are sent when you click Save & E-Mail in Ticket Details and Save in the Client user interface. If you enter a value that is less than the total number of email recipients, all emails are scheduled for a…

Curious why you want to do that? Do you get header image files or something that you want to keep out?

So you have inherit value on the task checked for Priority field?

Did you try using IE instead of Chrome?

Yep that sounds like disaster waiting to happen. As percy said, add them to tech groups if needed. You can create overlapping tech groups also if some need more permissions then others. There are a lot of permissions you can set by tech group. On viewing tickets, WHD has great search capabilities, they should be able to…

Where you logged on an Admin account maybe? Or can you log into another Admin account and see if you get the same error? If not maybe try rebooting the WebHD server or restarting the services, etc.

General related question for everyone, if not using the Reporting feature in WebHD, what software are you using? Do you link directly to the WebHD SQl tables to pull what you need? I assume that is what they mean saying use WebHD API to get what you need?

Did you check all the options in the Clients > AD/LDAP section? Maybe something is off. We change the schedule to do Bulk Sync to once a day. Not a network guy so not sure on the server upgrade or domain controller. We are on 12.7.4 Did you put in a ticket with SW?

Not sure you can set this at the start when they enter a ticket but you can create an Process/Action Rule to change the priority if a ticket is entered by a specific user/Client. 

If you open the ticket, go to the client tab and click Unassign Client, you can then assign a new Client to the ticket. If you are really meaning a task, you an also edit the task and delete that client and reassign to a new one.

What type of automation are you looking to do? WHD can do some basic things using the Action Rule processes.

Don't think you will get that look and feel using the report generator. Only way would be to do screenshots but that is not efficient. If you click on the open number value link, does it take you to the 2nd screen? Maybe that is way they can view your 2nd screen.

You can add an Action Rule to send an email out to them when a ticket comes in with a specific Request Type or other fields on a ticket. Setup > Processes > Action Rules. Don't see where you can attach a file to an email going out, can you include what you need for them in the email?

Does Service Desk basically have all the modules of WHD but more? Anyone have experience with Service Desk? 

I believe reset password does not work for AD linked accounts (Clients and techs), only for outside created Clients. There is an option to hide that option from the Client screen.

Can you give more details on this?