It would be helpful it we had the ability to edit due dates inline from the overview screens. For example, on the Incidents overview have a drop downs/calendar for the due date column so that it could be changed without needing to open the incident page.
Use Case Ticket Flow: A) ticket is assigned to a group B) members of that group monitor the group C) technician assigns a ticket to themselves using Assigned To when they start working it. D) when the technician completes his/her work and needs to move the ticket to another group for further work, the Assigned To filed is…
Currently the change calendar only pulls system default states into the outlook calendar. Due to the nature of how we have setup our change catalog items for normal, standard & emergency changes, we implemented a few custom states into our workflow process. When we rolled out these catalogs for our teams.... the change…
User has configured Alerts level in WHD up to three levels as per the article -https://documentation.solarwinds.com/en/success_center/whd/content/helpdeskcreateprioritytype.htm Level three escalation allows one email to be added wherein user wants a feature where they can add one more email to the escalation level User…
Hi, Basically, I am trying to update a field called email address with the values that were entered in first name and last name fields on the form. If first name = a and last name = b, then the email address should be shown as a.b@domain.com This is to notify the requester (HR) how the email address will look like so they…
Would be nice to be able to control what Tag naming are used in SWSD. It's difficult to make a standardization policy since there is no way to lock down what tag names are used and anyone can name a tag whatever they want. Policies can be implemented but without any teeth, it still ends up a free for all. Plus when typing…
If a ticket comes in through the portal of email I need to know which agent initially picks it up. Who is grabbing the ticket and then assigning it out to whoever should work the ticket (the assignee). For example, I need to see how many tickets that were submitted through email did my agent view (or pick up) and direct it…
The Active Directory and Computer Domain fields are not helpful in identifying computers that are Entra joined or Hybrid Joined. Being able to see this as well as the MDM enrollment status of a computer would be helpful.
Since the Group Assignment field was added and we divided to use it rather than having groups show in the Assigned To field we find that techs can no longer create a filter to show all their work. Something like... "show me all the tickets assigned to me (regardless of group) or any ticket assigned to a group I belong to…
REPORTING A BUG If I posted a comment on a ticket, I probably know that I posted a comment on the ticket, and I probably know what it says. I absolutely should NOT have an unread comment indicator showing on Incident list; that means I have to go through an annoying extra effort to PULL UP THE TICKET I WAS JUST ON, press…
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