shift4corp

This would help out our organization greatly as well. Currently, we have created hidden request types to match up with the tech groups so we can re-assign them on the back-end. This is very messy and takes lots of custom actions to get everything working (close to)properly.

Action rules should only do what you tell them to. And yes, basically all you can do is format an ugly text based email with a very limited number of fields. The problem with the action rule email is that if the Save and Email button is pressed, the client will most likely get two emails. One nicely formatted one from the…

The client will indeed get both emails if the Save + Email button is pressed. We've had it set up that way in the past with an action rule. We also had the same issue of the action rule created email being very lacking in details compared to the one that is automatically sent out via the Help Desk. It would be nice if we…

It didn't take me long to start feeling the same way. It seemed like this product would meet our needs, but the more we try and customize, the more we find that there arent ways to do it. It's really frustrating.

Thanks for pointing me in the direction. I seem to have found the proper page, but am getting an error. Is this the correct link? https://thwack.solarwinds.com/ideas/2252

From what I can gather the way you want it to work is already built in. I THINK this is what you were looking for, but I could be misunderstanding. -Create an Approver Role (for example, Department Manager) -Under Department Approvers, you have a list of all your departments and you assign an Approver Role to each…

Bumping this one back to the top. This seems redundant, does it not?

To expand on this, it would be great to have the option to select more than just the client that gets emailed upon ticket closure. For example, we would like to send out an email to our Help Desk DL so that everyone knows the ticket is complete. For now, we have an action rule set up to accomplish this, but the email does…

Bumping this one back up to the top. Not really sure why this feature was overlooked. We are having lots of issues without this functionality. The approver being on vacation is a great example. We can't just ignore all of the tickets until the approver comes back from vacation. We also have a situation where a department…

Take a look at this article. https://amoreopensource.wordpress.com/2014/07/21/securing-web-help-desk/ We had to update our Ciphers in order for Firefox to work correctly again. Sounds like you are using a workaround that may introduce vulnerabilities.