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We have 6 school sites with laptops in use by both teachers and students and would like to be able to auto assign the tech based on building. Currently any request type "Apple Laptop" is assigned to me as the lead tech no matter what building the client is from and then I have to reassign the ticket via email or web interface. I have the 6 locations identified as well as the request types, but don't see how to assign by location of request type. Am I missing something or should this be done in a different way?
Apple DesktopApple LaptopClassroom AVE-Mail ReportNetworkOtherPC DesktopPhone SystemPowerSchoolPrinterSoftware -Rubicon Atlas -Email -Moodle -PowerGrade -OtherWebsite Filter ReviewWebsite Issues
You can use Tech Groups to do this. If you create tech groups, locations and departments as described in chapter 3 of the admin guide and assign all as appropriate, you can use the Tech Group Levels editor to assign techs in the manner you describe. Take a look at the "Ticket Assignment Logic" flowchart on page 30 of the admin guide for how that would work.
I think we have a similar issue.
We are a IT support provider to small to medium enterprise. We need to have tickets logged from clients that get assigned to the techs that are assigned to that clients account. At the moment they all seem to go through to the lead tech who then has to manually reassign them.
Any help would be greatly appreciated!
This is quite easily to do. All clients will have to assign them to a Department for this to work. Create a <strong>Department Group</strong> and assign the Department and Techs who look after that group.Next go into <strong>Techs > Tech Permissions</strong> and set the <strong>Limit by Department Group</strong> check box.To set it so the ticket just goes to the group and is not automatically assigned to go to <strong>Tech > Tech Groups</strong> and changed in the Tech Group under <strong>Tech Group Levels > Auto-Assign Tickets To</strong> to <strong>None</strong>.
What happens is that when a client which is has an assigned department, that ticket will only be seen by the Techs that have been assigned to that Department Group. As we have turned off the Auto-Assign it will now just go to the Tech Group as an Open un assigned ticket waiting to be picked up.
Thanks for that!
however our web help desk doesn't have department groups as an option???
Am I missing something?
Make sure that Departments is checked under Setup > Companies & Locations > Options > Use Departments is turned on.
I just checked my release notes for 11.x, 10.2, and 10.1 and could not find when WHD added Department Groups, so I loaded up my demos of Version 11.0.6 Stable and Version 10.1.10.3 Stable to check and both versions have Department Groups.
What version of WHD are you running?
ahh cool that worked.
the only other problem is how do I link a department to a company?
Great, glad that worked.
There is no way to link Department to Companies like you can do with Locations currently. Departments are linked to Clients only. You could use a Department Custom Field to make a Pop List which you could then tag the Department on which company they belong to as a work around.
hmm the problem then is that we would need to manual enter all the employees from a company we do work for under that department group. Some of whom have 120+ employees. Is there no other way??
I hope my understanding is correct? The employees would be clients yes? If that is the case then use the Import Clients section and assign the Company and Department Information in XLS / CSV format along with the client information. Then it would be a matter of adding the department to the department group.