It’d be great to change the defaults for tech views. For example, the default column sets for tickets/clients/assets/etc., the default dashboard view, etc. I know that each user can change it themselves, but sometimes it is a bit more difficult to explain that to them. It'd be even better if I could share out column sets…
Would it be possible to add a Tech Permission to be able to edit checklists? Or, allow Administrators to create checklists that can't be altered?
This idea is to provide clients a way to freely search and locate Request Types when submitting new tickets within SolarWinds Web Help Desk. This is for the client side of the help desk and although this idea could branch out to the technician's interface, I am creating this concept around the fact that your techs are well…
When creating checklist templates after inputting the Checklist Name and adding a new item there is the Automatically Assign to Request Type drop down to choose a request type but we have request types with the same name but different parents it is not possible to tell which parent this request belongs to. Example let's…
WHD needs the functionality to be automated when opening tickets from a email. Instead of clicking the envelope to download the email message. The body of the email should be Parse into the notes. This will help with ticket times, response times.
When Completing the online form "Open a Support Case", add a field which allows the requester to input email addresses to be CC'd on all case notes/updates, just as the requester is emailed updates. Entered CC'd email addresses will receive all email updates as the case notes are updated, juts as the requester currently…
As I have continued working with WHD, our business needs have shifted to require our technicians to use the "Time Worked" field. The problem is we cannot make the system require this data as a mandatory entry. Is there anyway you can add this is a toggle in the future?
Would like to be able to create messages in HTML with an HTML toolbar like there is here with this request.
I would like to see the same recovery feature for deleted FAQ's as we have for deleted tickets.
Can we please have a configuration option to change the term to "Ticket" to something like "Request". Our community hates the term "Ticket". There has to be a more positive word we can use. If it were a configuration option then organizations that like the term "Ticket" could continue to use it, and others could replace it…
It looks like you're new here. Sign in or register to get started.