typhoon87

I will thank you. Also please see my 2 lower comments on this thread. you have a couple Thwack FR that should have thier status changed to implemented

Currently in 11.2.1 it feels like custom fields are just kind of there but they are not very powerful. The interface to create custom fields feels old and a bit unitivitve. and as you have stated really can not make things happen based on custom field choices. Could be useful for workflows as you do not know a piece of…

The reason I am using the approval process is at the end of the process HR get a rollup email that is autiable with each person the comment they made after doing thier part and the date time. The audit trail is one of those hope you never need it but if something comes back at you, lawsuit HR issue some other kind of…

We have a need for this function as well.

The feature in 12.2 you noted is only if you also use Dameware 11.1 or higher and have integration between the two turned on. It uses Dameware's chat function then when the chat is finished saves it to the ticket for later reference.

Awesome thank you.

I see what you mean here.

You can already do quite a bit if you use the look and feel option you can totally customize the CSS on the end user side. This lets you change the colors and layout. The option is under Setup --> General --> Look & Feel then choose the bubble labeled custom.

I would also be nice if it was able to offer an auto reroute option that is configuratble within the system. If it is on it can offer to reroute the case to another tech who is in office.

Its not a url it should have been an email with a reset password. If your techs did not get that I would think you might want to contact support.

Un I am pretty sure that that screenshot is not from the WebHelpdesk Product looks to be from Orion/NPM

For some reason I am unable to edit my last post: Here is what I see in 12.5.0 one start/end time set and checkboxes for the days of the week it applies to. There is on way for a second set of start/end times with different hours from one day. Can you please elabortate as to how you are doing this In your instance?

12.5.1 was just released yesterday.

wanine39: If you are running a beta V11 or 12 you can link the users client and tech account, when they log in they get a small picture of a person next to their log out icon. Clicking this flips you between the tech and client side. This is also helpful if you use the approval process feature and want to approve deny…

Also see this idea which is for basically the same thing but the request is much older.

prak‌ You are correct in that it can send emails to the tech and clients but that is at each step. My request is after the last step completes there should be a built in way to email the assigned tech.

@"Avadhut.Deshpande" I think this FQ should be marked as resolved as of the 12.7.10 release. 

Are you looking for the max number of items per page or total max for a given search? If its the later you can set this by going to Setup --> General --> Max Search Results the default at least for newer installations is 250. Also be careful what you wish for, if you are a smaller shop with a few hundred assets this may…

The system already has this. If you choose a backup tech in the tech setup window. Here is the help snippet. Is this not working for you? The Tech to whom Tickets escalated to this Tech should be forwarded when the Tech is not scheduled to work or is on vacation. In addition to escalations, the Backup Tech is also used for…

I actually dislike when websites do this.

What are you looking to do? If you use the look and feel option in the setup tab you can totally customize the client side CSS design and color scheme.

If you make a message public it does show on the login screen.

The current merging of tickets is too complicated. Something like the main ticket has to be an incident and the secondary tickets have to be problems then you link the no do not have any options to merge or flow data from one to the other, a lot of flipping back and forth between the tickets ect. Not tech friendly.

This page is no due for another update?

We sometimes have issues with this when importing through SCCM. If there are multiple nics or other items on the device that's fine and that's what the mapping fields could be set up for but in most cases with the primary key to detect duplicates is the serial number.

bshopp​ this should probably be changed to implemented as its was resolved in 12.6??

Agreed this would be a good extension of the Request Type Archiving added in 12.6

I think #1 and #2 kind of meld together. If the tech is also an approver this poses the most immediate need. You have My tickets and Group Tickets area just add a bubble for My Approvals. So even the if the tech is also an approver they do not need to flip to the client side for an approval.

Can you please tag this so it shows up in WHD subforum? Tag is webhelpdesk_productblog

They have not updated the documentation yet but here it link that is accurate for the 10.2 Beta, V11.X, and 12.0.X http://www.webhelpdesk.com/api/