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I need a solution Our HelpDesk Solution environment was setup for internal users only.  However, there is a need for an external user we provide service to, to be able to send in a ...
Forum Discussion by CMag | 02 Nov 2010 | 3 comments
I need a solution When using the winuser and worker consoles in HelpDesk Solution V6.X, does it use LDAP to authenticate with Active Directory?  Does anyone know that if the domain ...
Forum Discussion by CMag | 02 Nov 2010 | 1 comment
I need a solution What is the default refresh rate of the worker report screen? How can the refresh worker report screen be changed? 1 ...
This issue has been solved
Forum Discussion by CMag | 21 Sep 2010 | 2 comments
I need a solution Member 1 of Group A sends a request via the winuser portal.  Member 1 goes on vacation.  Member 2 of Group A wants to edit the incident sent by Member 1.  The ...
Forum Discussion by CMag | 04 Aug 2010 | 2 comments
I need a solution I would like to create a notify rule which will notify the assigned worker if and only if the incident was modifed by the contact as long as the status is not Resolved ...
This issue has been solved
Forum Discussion by CMag | 18 Jul 2010 | 2 comments
I need a solution Does anyone have this implemented in their environment?  A live person answers the help desk phone number during business hours.  We would like incidents ...
Forum Discussion by CMag | 03 Jul 2010 | 3 comments
I need a solution We are using the "Notify contact when closed" Notify rule to notify the contact that the incident has been handled.  I would like to customize the email ...
This issue has been solved
Forum Discussion by CMag | 16 Jun 2010 | 1 comment
I need a solution I found in this forum a topic on closing resolved status incidents after a defined period of inactivity which started in August, 2007.  I want to implement this in my ...
Forum Discussion by CMag | 06 May 2010 | 1 comment
I need a solution We don't have the luxury of having a test environment.  The HelpDesk incident database that we have been "playing with" will be the production database ...
This issue has been solved
Forum Discussion by CMag | 10 Apr 2010 | 2 comments
I need a solution Is there a document that exists which has samples of all the different rules that have been created/posted/contributed? ...
This issue has been solved
Forum Discussion by CMag | 21 Mar 2010 | 15 comments