oscar89

Will check it out, thanks!

You can specify the behavior on the Incoming Mail Accounts: Setup >> E-Mail >> Incoming Mail Options -We only have an email account, if you have more than 1, click in the email account where people send their requests. -Verify that the "Tech group" is the correct one -Verify that the "Request Type" is the correct one. What…

I'm starting to think it is going to be a bug, or something not designed to work as you need it to. As a work around, I think you could try to create an action rule that Closes the "Email Report" ticket, and then it creates a new ticket with the new request type. So the downside is that you would have 2 tickets instead of…

if you go to: Setup >> Techs >> Tech Groups >> (Select the Tech Group that you need to auto-assign tickets) >> Tech Group Levels In the "Auto-Assign Tickets to" is there any option selected other than "None"? Also check the "Force E-Mail Notification To" and "Default Selected E-Mail Recipients" in the same section, verify…

You could create an action rule that checks the criteria of what type of approval is it, and checks the status of the approval, and then it sends an email, BUT sadly I have found that you can't put variables in the email "To:", so there is no way to tell it to send an email to the ticket's creator for example. Basically…

It seems this is not available, but there is a Feature Request section for something like what you need. https://thwack.solarwinds.com/ideas/3374 You can up vote it, but not sure if/when it would be implemented.

Try going to: Setup >> Techs >> Tech Groups >> (Select a group where the Director is being assigned the tickets) >> Tech Group Levels >> (Select the level where the Director is being assigned the tickets) -Verify the option "Auto-Assign Tickets To" and make sure that "A Level Tech" is the option selected -Verify that in…

Oh wow, I guess this is a problem for me. We started to implement Checklists into our tickets, and most of them are "Required" so the tech can't close the ticket if the checklist is not fulfilled. The problem with Checklists is that a tech can change the status of "Resolved" and the checklist won't do anything because it…

Do you know if the client changed the subject?

Not sure what could it be, but you can try to uninstall the Dameware driver from the remote computer, maybe there is something wrong with it.

I did the following: 1)Created a new action rule with the following Rule Triggering: *Only when updated by a Tech *Only if criteria did not match before the Ticket was updated 2)In criteria I added the following condition: *Status | is | Resolved 3)In Actions, I set it to Run the task I created for the new ticket creation.…

I believe you can't do this through the UI, but it can be done through the API. You would need to create a script and schedule it from the server.

There are a couple of options 1)Usually when a new ticket is created and assigned to you, you will get an email. You need to reply to that email and it will automatically be added as a note when you send it. 2)If you want to send a new email, just CC your Incoming E-Mail Account and add at the beginning of the subject…