percyplant ✭✭✭✭✭

In client interface, while in History clients can't cancel tickets. In client interface, while in History right hand panel for Ticket details is too small, auto width adjustment (or 50/50) would be better for ticket list and ticket details panel. because the ticket details are too small additional scroll bars appear even…

Help Icons now fixed. Without the need to apply patch to 12.7.0

Suggestion here is add an additional option "Employee Maintenance" within the custom field, and keep the old one. Now search for all tickets with the old custom field entry and bulk change them to the new one. Then delete the "New Employee" option. This will ensure that all old custom field matches in old tickets you have…

Thanks steveubano that's interesting... Can anyone else confirm that 12.6 HF1 resolves this issue?

Anyone know if this was fixed in 12.5.2.84?

gone from my Portal too

You'll need to look at the session log files on the server for that

In 12.7 they removed the option to delete Request Types from active Request Types. It was updated to the Archive function. Delete was available in <=12.6 But once you have archived it, open the Request and the option to delete it is now available at the bottom of the page.

If you need the status to follow in series, then I suggest that you use a hidden custom field as a flag to keep the status, and use some action rules to keep track of the status. Status 1 -> status 2 -> status 3 -> status 4 Action rules along the lines of.... If status1 set and custom field = blank then set custom field to…

Thisa bug which need to be fixed by SW If you have a client profile field that are "required" and that are not currently populated, then this bug will happen. Short term solution is to change the field(s) to "Editable". I suggest you create a support call to get them to fix it.

You could have 2 action rules, that automatically assign to either tech is your only have two techs. Or don't have a custom field but instead have 2 sub request types instead and then have them assigned to different tech groups

You need to be a member of each Tech Group, which are aligned to all Request Types that you need to see in the Group Tickets tab. If you are not in those groups then you won't see those tickets in your Group Tickets tab. There are other known issues, but let me know if the above is not the case. Chris

You will need to run a Parts and Billing report, this will show you the hours each tech worked.

See setup-Locations& Departments - Locations, for you client locations e.g. staff unset "Clients Can Search Assets" or setup-asset options unset Clients Can Search Assets if you have no client locations.

There was Chrome plugin but they stopped supporting it. If your tech have a iPad / iPhone they can received push alerts. There is no web interface alerts, which can be configured. Maybe a feature request to SW for this type of thing might be helpful. 

create query for your ticket selection. Then hold shift and click on select all column title, then it should now display a light blue tick rather than a grey tick. but... before to do this, check if your company wants a SECURE DELETE which really deletes the tickets from the DB (as normally only marks tickets as deleted…

Anyone tried the API? Since TLS 1.0 and 1.1 are disabled by default, which the API used, I hope this doesn't break the API?

You can create an advanced query searching the Ticket History search for the the text Approved: If you know the name of the approval process add that to your search query, e.g. "Approved: Purchase Laptop"

Does the new and old client have the same email address?

Do you sync assets, as Locations are also used by assets?

You need to check that you allow all email or filter domain, and it's worth enabling all the Email Notifications found in Setup - Email - incoming email - select you email - email notifications. Tick all, and add your email to the top. then.. Find the email in the deleted mail box and make a copy if in into the inbox. e.g.…

Untick the license for your current tech, then create the new tech, then swap them again when you first tech returns. All tickets and data will remain. Don't delete the techs.

I think this is done just sending a Note instead of clinking on Save & Email button at the bottom of the page..

You can't enable the green instructions box to stay once the ticket has been created. The only suggestion it to have an action rule add it as a tech note.

See Settings - General - Authentication - With ''Web Help Desk ' as the 'Authentication Method', change 'Max Authentication Attempts Before Lockout' Unfortunately you can only have 3 -10 or unlimited, maybe SW can advise how this could be changed in the DB ?

add an extra condition to the rule to DOES NOT CONTAIN 'customer' in the subject

Can you check that your serial numbers don't have leading or trailing spaces, as this could be the problem.

What version of WHD are you using? 12.7.2.39 is the latest

This is something that I have requested, there is no back ground process to change ticket information, tickets action rules can only act on when they are save / updated. If there was more focus on time / calendar related events with tickets you could manage work load and timings and change pending on values defined within…

Look in the Ticket History - for the line "Status changed from..."