rickstevens · Change & Problem Manager

points not added for me either

NPM,NCM

I've raised a support ticket to check whether its a bug or whether they've resolved a bug. It was a very useful 'bug' for me though.

Hi - I havent as yet, thought I'd post in here first, but I'll raise a support ticket to see if its a bug

We do not have SAM

Ah - I see what you mean. I cant see a quick way around this to be honest. I think you will need to either delete the parts and recreate them, or give them another part number and disable Inventory alerts and then create new parts if yo need to keep historical data. Rick

I may be getting the wrong end of the stick here, but are you talking about the location still appearing in Inventory history? If so, I would have thought that would be correct as it is effectively an audit trail. Rick

Have you checked the SQL table to see if the field appears in all ticket types? Its maybe populating the data, but not displaying it on the ticket.

You can get the data from a ticket report into a TSV with a bit of messing about. If your report contains a table, you can click on the totals field of the table and that will display a list of the associated tickets. You can then select them all and export them to TSV.

Hi Luke No I still haven’t resolved this Regards Rick Rick Stevens Change & Problem Manager Thales Secure Communications and Information Systems (SIX) (Secure Networks) Unit 4, Carolina Court, Wisconsin Drive, Doncaster, DN4 5RA www.thalesgroup.com/uk Tel: 0800 232 1566 / 07899934166 email…

That might be an idea. Ideally I wanted a list of tickets, but I suppose they could use the links in the table for details I’ll give it a go – thanks for the suggestion

Have you changed the 'Store Parts' option to No in the location info?

Perfect - Thank you

Great stuff - many thanks, that works a treat

Thanks - I've sort of got a fix in place with action rules, but its a bit messy, I was hoping it was maybe a built in feature I've missed. I've created a set of new priorities, and set up an action rule to say if customer is 'xx' and request type is 'Incident' and priority is 'Priority y' change the priority to 'New…

I have had similar issues, but they dont seem to be IP address related, they seem to stem back to doing a data import of new assets. A lot of devices mixed up serial numbers with makes/models. I also have occasional issues with bulk updating fields, I sometimes have corrupt data in date fields, and sometimes the fields…

Hi Rick Thanks for that, I'll give it a go but I have a recollection that the assigned tech doesnt always match with the person that changed the status to closed. Rick

Thanks Mark. I looked at the priority and alerts, but I don't think it would be selective enough on the email recipient. I think I'm just trying to do something that's not possible within Webhelpdesk at the moment. I'll have to keep with the manual method of poking them with a stick for the moment

Hi - Thanks for the reply. The ticket has already gone through the approval process, and if I add an extra step into my process for closure, the ticket status still stays at awaiting approval and so the status can't be changed. Once the ticket has gone through the initial aproval process, I need to be able to change the…

Thats perfect - manythanks

Thanks for the suggestion Maggie, however as I mentioned, we don't use the assigned technician field. I'm looking to find a way of pulling the data from the ticket history. Rick

I use the Service Contract/Contract Expiration fields for tracking warranty and maintenance dates

We tend to use 'Request Type' more than ticket type, so from our perspective we could for example open a ticket with the request type as 'Problem' then set an action up as follows: criteria: Status = 'Open' and Request Type = 'Problem'. Actions: Modify Ticket - Ticket Type - Change to 'Problem' We could then set up an…

so are you looking to perform a calculation on the field value? I don't think you can do that

In your custom field properties in setup, you should see a tick box labelled 'Searchable'. If this is ticked you should be able to select it as a category or a filter in your report

I understand this is a problem with Internet Explorer. We usually right click on the attachment and do a 'save as' to a folder, then right click on the file and select open with Word. Document then opens as normal.

Im not aware of a way of altering things that way, but you could use Parent Request types to get around this. We dont use the 'ticket type' as its very restrictive, so we set everything up via Request types. You could have Parent reqeust types of Service Request, Incident, Problem etc and then have clhild ticket types such…

You cant change the ticket types, but you can report seperately on reequest types. We don't use the ticket type at all, and everything for us is setup as a request type (Service Request, Change Request, Incident, Problem etc) its quite easy then to differentiate between them all

You should be able to set this up as an action rule.

I don't believe so, but I'm sure it's been mentioned before. Maybe suggest it as a feature request?