We have far too many users that make a request that that does not qualify as an urgent request. For example, they request to have someone added to an email distribution group or request the purchase and installation of a printer. For this they select our highest priority, “Immediate Action Required” which is defined as…
On page 26 of the REST API guide (https://documentation.solarwinds.com/archive/pdf/whd/whdapiguide.pdf) it shows that to upload an attachment via the REST interface, you must establish a session by passing the JSESSIONID and WOSID cookie in the header: POST…
I would like to have the option to make the "work Time" field mandatory for notes on ticket. Based on request type would be a bonus but having it mandatory on all fields is more valuable to me. Thanks, Jeri
Right now when searching FAQ's there's no option to search for articles that apply to just a specific audience: This idea is to add an option to the FAQ Search Screen to search by the "Audience" identified on the FAQ (defaults to Everyone): Use Case: A tech is searching for an article that is only applicable to techs (e.g.…
This idea is to add "Do not overwrite existing value" Options to the "Attribute Mappings" screen for the "AD/LDAP Connections" that you can create for the Clients module: Use Case: We have an employee directory that contains phone numbers, but many times they are generic numbers that lead you only to department…
When setting a Ticket as Scheduled, I would like to be notified <x minutes> before the Due Date / Time. In a school district, there are many times when we need to schedule a data/time with a teacher to work on an issue. Would be helpful is WHD would bring up a big notification box on the screen, SMS my phone, and possibly…
I would like to see a way to add a replacement for client approval responsibilities while you are out on vacation. Many approval processes get stuck when people are on vacation. We use the approval processes in the help desk software pretty extensively, but when we have a client that is part of the approval process and…
Currently, only the following "Date" options exist for searching Assets by dates: This idea is to add another option to this search condition called "Warranty Exp. Date" and associated search options, so that you can search for assets that: * Have a warranty that will expire within this year * Have a warranty that is…
It would be highly beneficial if the default order for FAQ's were to be changed so that the LATEST/NEWEST FAQ added to the system appears first after clicking the FAQ module. Right now if I create a new FAQ, it appears LAST in the FAQ module meaning you have to move through several pages of FAQ's before you start to see…
It would be nice to have a feature in Asset Management within Web Helpdesk to update all like Models of devices categorized by Manufacturers in order to update the Hardware EoL, Software EoL and recommended OS Versions and last date for supported old Software OS version, etc. within WHD setup under Assets > Manufacturers &…
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