We have reached the Release Candidate (RC) phase for our next release, Web Help Desk 12.1. RC is the last step before general availability and is a chance for existing customers on active maintenance to get the newest functionality before it is available to everyone else. You can find the RC binaries for download in the SolarWinds customer portal.
If you have any questions I encourage you to leverage the WHD RC group on thwack:
This release contains the following product improvements and new features:
- Ability to de-escalate a ticket
- New REST API for Assets
- New REST API for Locations
- Improved help accessibility and many documentation improvements
- Support for Casper 9
You will find the latest version on your customer portal in the Release Candidate section.
Ability to de-escalate a ticket
You can find a brand new buttons to escalate and de-escalate a ticket in ticket details section.
Process of escalating or de-escalating of ticket is following settings of Tech groups levels. After escalating or de-escalating a ticket, information icon will inform you about details how was the escalation performed.
Improved help accessibility
Apart from continuously improving documentation our goal was also make it more accessible and easier to find and use.
We added a new help button to main menu, so you can open WHD help easier from any page. We also added help buttons to particular sections of setup. These lead to chapters of help discussing particular WHD setup section, again make it easier for you to find help for the relevant part of setup.
If you have a question about whether a case you've filed was resolved in this release or a certain feature request implemented, feel free to ping back on this post or in the RC forum and let me know - I'll be sure to look into it.