ryan.calhoun

I believe that the primary challenge is for IT to streamline the solution acquisition process for the customer. I have witnessed many silos and shadow IT solutions as a result of customers losing patience. Key considerations include the following: * Evaluate if an existing solution can be leveraged for the users *…

rsloane, I am thinking at this point you would be best served to have a DBA write a report (via Crystal Reports or otherwise) to pull directly from the database. I could be wrong, but that might be the best idea vs. the out of box solution that WHD offers. That way, a cover sheet could provide synopsis data, and if they…

Peter: I would like to see the Reporting Manager role having full rights to the Reports tab, full rights to the Tickets > Dashboard so that they can create "quick views" of their teams, but then read only when they click on the elements within the Dashboard. This way, they can have full view of the productivity of the team…

Glad you like it Peter. I will be contributing more as I come across any further helpful hints. -Ryan

Rick: Have you tried creating a custom report then scheduling it to run via the "Report Schedules" button? -Ryan

Hello sjefferson This can certainly be done, and you can choose when to fire off the email depending on how/when you want it sent, Create an Action Rule instead of an approval process. Simply Test for the custom field to equal to the proper state in the Criteria tab. We have used drop down menus (pop-ups in WHD vocabulary)…

This would be perfect for clients in management who aren't daily users of Web Help Desk, but would like to look at performance metrics. For example, in our IT department, the director could run reports and still maintain the approver role as a client without consuming a tech license.

David: I may have just answered your question here: Custom ticket variables/fields in emails and/or ticket notes? The difference is that you could include a custom field or text box content (populated by your team) to forward to the different support group in the email after the ticket is closed. Be sure to add a note in…