tspwayne

Would that not jsut send it to the same people?

Fair enough, I can understand that this type of thing you would want to do on a test bed with your own data

Your find that the request he had asked for is actually slightly different, the original request was for changing working hours and putting in national holidays when the business is shut, the second request is for putting in techs holidays

I had managed to find the newer version of this on the website, it was more the look and feel of the software and best practices I was after, maybe tips too. What does the tags mean next to certain names and why do they appear such as (d), (l). I understand what they mean but was unsure the reason behind (l)

I haven't got one as only just started using it myself, but that would be useful

I am using Virtual set up, so have SSH onto the machine and stopped service and tried to restart now I get out of space, and will not start up. Have no idea where the database backups are as I have a feeling that it is these which are causing the issue with lack of space

That does seem to happen, so would it be okay to have the rule working or does it effect the software and the ticket in any way?

Can I still run the action rule with this error or do I have to get the software upgraded before as I don't want the rule to cause any further issues in the software

Tried every combination of server, password and username, but wasn't sure if anything else had to be configured on the server to allow access

That is taking in business days, I could create a ticket place on hold straight away and leave it for lets say 10 days which is one of the time spans, then if I take it off hold it will be out of time even though it shouldn't be

Do you set this up as a task? Or are these settings in options?

In WHD they all have the department pulled through to the client screen fine but then when you start to add details in ticket no department in that box. I want it to pull from the client into the ticket the department of the client

This does seem barmy the way that this is set up I still have not yet found a good way of doing it

Thank you fcpsolaradmin this is brilliant.

I will look at seeing if we can get ours upgraded to latest version as this is a bugbear of mine

Sorted it with help of Support. The virtual appliance was clogged up with backups had to SSH onto the Linux machine and stop / start service but also delete some back ups as database had no space free.

Why not have an Action Rule that when Help Request is chosen it will set the Location automatically to N/A or something like that

You could have a small database with PHP front end to make the page more dynamic. Okay someone would still need to enter the information into the database but you could then do more dynamic things such as only show ones with a date coming up in the next month and any that have passed today's date take off list. Not sure if…

This would be useful, if you find out let me know

Have a look on the test demo as I have created a process on there that may work. Web Help Desk On the process it looks to see if the tech os blank and if it is it will always put the ticket to open, so can never be closed until tech entered. In here you can also assign to a tech but can not choose the one who opened it so…

I suppose you could try setting up a action rule in processes, to say before resolving note must not be empty, you would have to have a play with this though as I have not used it myself that much. If I get time I will have a look into it

If it is testing something you want to change why not try the online demo to see if it works Web Help Desk Online Demo and Demo Videos okay it won't be exactly the same but may help with certain tweaks you might try.

In the end I had to go down the road of changing registry settings and getting the GPO to change this on log on, no easy way of doing it, thanks Mr Abode

That is a very good idea which I had also thought about and was going to raise as a idea, there is a button you can tick for vacation/holiday for a tech but nothing to be able to put it in advanced onto the calendar

Depending on how you have yours set up you should be able to change who the client is so if the tech knows who it should go to it can manually be changed

Why not ask for it as a wishlist/request for next version upgrade

I think it should be in Alphabetical with Surname, but not sure why yours isn't

I am heart broken!!

On the Dashboard you can always set up a widget to do this. We use Active and On-hold and I have created a query to pick up any tickets that are either active or on-hold (so not closed) I have then created a ticket chart widget that picks up this query and uses category as "Status". I get a pie chart of all calls that are…

Thanks Support (Daniel and Marcella) now solved. Problem was the virtual appliance has only 5.8 GB of disk space assigned (needs to be made bigger at some point to 20 GB) and most of that was being clogged up with many backups. deleted the backups and bam got the space back.