rodegard

How did you fix the issue? Your answer will be helpful for others that use Thwack for assistance and training. Thanks!

Thanks for the info. I will see if I can find a PC with that version (but it would be hard for us to rollback to a previous version !)

Thanks for the reply. I think I need to add more clarification to my question. Today we have one e-mail address helpdesk@companyname.com Our Help Desk team reads each e-mail and then creates a ticket and assignment based on paper rules. Our goal for WHD is to have the e-mail sent to helpdesk@companyname.com automatically…

Do you know if this process will copy the client over to the new ticket?

If you have any completed surveys in the database you need to run this statement first before the steps listed above UPDATE SURVEY_RESPONSE SET TICKET_ID=null

We received this message this morning - first time (started using WHD in February). We are running 12.3.0 - Build #12.3.0.491-HF1-604. Server is 2008R2, DB is SQL 2008

Tech support thinks the reason we get the CC field filled in with the default incoming e-mail account is because we have an alias setup for the e-mail account. We are testing to see if removing the alias stops the action from occurring.

You are on the right path. The display order is the integer that would be used in templates. I read in an admin guide that you need to use caution if you change the display order field as that will change the data displayed by mail templates. Not sure about any other way to prevent that. So we have not messed with the…

In the Recipients Section on the Ticket Form, the CC: field allows additional email recipients to receive a copy of the ticket. The copy they receive is the same content and format as the client receives. I have not found a way to hide the client notes - unless they were marked as Not Visible to Client on the ticket. As…

What release are you running? For release 12.2 there is a hotfix that addresses the addition of custom fields issue.

Did you check the accepted domains in the Email options section? If you have Create Accounts for Unrecognized Senders set to No, then WHD only creates tickets for the domains listed in the Accepted Domains box.

You could create an action rule that would add your email address to the CC or BCC field of every ticket. The rule triggering is at ticket creation.

Maybe changing the font size using the browser settings would work?

Thanks for the suggestion. I did check the status types and all are checked for inclusion in My/Group Tickets. The other item I am tracing is the tickets in question are created by a task via an action rule (i.e. office setup from the new hire ticket process).

I may have found the answer to this issue. Link to support site below - "If the client received a reply with an an error message ERROR: Unable to find Ticket <ticket no.> this means that there's another instance of WHD Server running in your environment.". Someone fired up a sandbox server that had RC1 of 12.5 installed.…

We did the same as typhoon87. Added a T after the tech user name. The techs use their regular ID and password to authenticate against LDAP. This is working Ok for techs and clients. The only issue we have seen so far is with the iOS app. On the app setup page we have to use the ID with the T and the password entered on the…

Would creating a new tech group and assign these request types to that group work? You would need to setup the option to limit techs to their group - I think.

Here's a link to a IT Service Management blog. http://www.itsmsolutions.com/newsletters/DITYvol6iss27.htm The suggestion on this page is to use a 3-level approach - Category. / Item / Type. We used this approach when setting up our WHD application. In addition to the creep you reference, we also thought if a client has to…

I haven't found a way to change it other than create an action rule.

Email me at rodegard@appvion.com and I will send you a copy of what we prepared for Techs and Clients.

I'm waiting to see when a fix will arrive that allows the client to be copied from the parent ticket to the child ticket(s). We make client a requirement for tickets, so when a tech opens a child ticket, they get an error message and cannot update/save that ticket. For now, we have instructed them to look at the parent…

I have the same experience. Just a static PDF file. If I need to drill down for details, say on open tickets over 30 days I need to run the scheduled report from the UI and drill in via the links.

Here's an updated SQL that includes Notes. Remember this will repeat columns for each note entry per ticket. SELECT JT.JOB_TICKET_ID AS 'TICKET NUMBER', LT.LOCATION_NAME as 'LOCATION', JT.QUESTION_TEXT AS 'TicketRequest', HE.ENTRY_TEXT AS 'Notes', CONVERT(VARCHAR(19),JT.REPORT_DATE) AS 'DATE OPENED', JT.ASSIGNED_TECH_ID AS…

dtawater - What browser are you using? I noticed the same issue when I open the site from Chrome. But when I opened with IE11, the link is not broken and works.

HotFix 2 is out on the customer portal. This HotFix addresses the null pointer exception error when creating custom fields.

Found the answer. Department custom fields are applied / visible to all departments. I was thinking I could assign a custom field to one department but not all. Not the way it works. All or none.

I will re-state: Does anyone have a suggestion how to trim or archive the WHD database? How many months/years of ticket data do you keep in the database? Thanks.

I am also interested in this. We use a hosted chat service that provides a pop-up widget (along with a script). Need to find a place to put the script so the pop-up appears on the client pages.

If you are comfortable with SQL, this may be useful. The SQL compares the report_date (date the ticket was opened), to the last_update which should be the date/time stamp when the ticket was changed to a status of closed. You could also compare first_response to last_update if you are measuring the tech's actual time.…

There is a setting under the Tech Group that sets the default check boxes for client, tech, level tech and group manager. Under Setup go to Tech Groups, then select Tech Group Levels. Click on the Level you want to change (we only use Level 1). Under the section Default Selected E-Mail Recipients, check the boxes that you…