pdonnelly1

Would setting the visibility of the request type be an option? [Request Types] | [Software specific request type(s)] | [Visible to Clients] checkbox?

You can set which tab the users start at. I considered and tested using a permanent message and the format gets really messed up and it isn't really easy to look through. I do like the ability to have the user start typing in their request and the related KB articles appear to the right - which can give them some…

The links do need to be corrected

Sending from the outgoing email address to the incoming email address has been coded not to work and reject the emails. The email tags are working great. I am able to copy certain aspects of the ticket the action rule runs against to a new ticket. However, what I have had to do is send the out going email to an email…

As I mentioned earlier, the sending of an email out and back in is coded to prevent an infinite loop. You will need to use a specific email account that does nothing but handle this loop externally. That email account will need to have complicated rules to make sure the loop is not infinite. The tags are very good at what…

Pre-templated tickets are not what I am trying to accomplish. I need information carried over from the ticket that initiates the Tasks. Here is the scenario: * HR sends in an email with certain new employee information. * A ticket is automatically generated. At this point I need two additional tickets created that contain…

There is a Blog article on some upcoming itemsWeb Help Desk 12.2.0: Looking behind the curtain, but I think they fall short of some of the standard features that have existed in other systems for a long time. I am not even sure that updating documentation should be considered a part of a release number. I would like to…

We are evaluating WHD and TrackIt!. What systems are you considering?

Interesting idea on using an Action Rule to send the full ticket information.

Thanks. Just seems odd that the Display Order ID would be the right way to use that field, versus just using the custom field name/label.

Editing anything in the ticket details section of the ticket does not stop the timer/set first response. Setting Location, Department Ticket Type, Escalating and De-escalating, change to Request Type or adding an attachment do not affect the First Response. Editing a custom field does not set the first response Setting the…

What triggers are you looking for to stop the timer? Are there specific triggers you are looking to validate and test? Maybe it is easier to test what you do not want to stop the timer. Let me know how we can help.

This works great when there is one ticket. However, what we need is to have 2 (or 3) tickets generated from the initial HR request. We have three groups that all have the same SLA to complete this request. So if a single ticket is used then the SLA are reduced or divided by 3 so that the final SLA isn't breached. Using…

I am not sure I follow what you are explaining. The approval process runs a ticket in series where I need to run tickets in parallel. This would be such an easy process except for the beiggest glaring hole in WHD of not relating tickets and copying request details between them at creation. I wonder if employing the REST…

Alerts would be an option, but this was supposed to be a Service Desk solution and as you know, managing alerts is an additional work load. We have Orion running and the amount of alerts it generates makes them useless because we ignore them. We have another project planned to focus on the alerts but that is another team…

When you click the edit icon on the FAQ there is a Delete button at the bottom of that page.

I seriously hope they move to an RTF and dumps the BB codes with this improved KB.

The only way to link tickets in WHD is to use the Problem ticket type and then you can link them. To do that, you will click on the Problem tab on the right hand side of the ticket and in there you can specify the parent ticket to link the open ticket to.

I believe the First Response is triggered by a Tech Note that is visible to the client. YOu do not have to save and email, saving will set that

I am not sure I understand what you are doing. A task merely creates a new ticket with VERY limited information (this is large gap in WHD capabilities). You may want to delve into Action Rules since these can initiate tasks (the task must be shared) and also establish some approval processes which may help if you need to…