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Web Help Desk (WHD) Feature Requests

Recent Discussions

Deliver notifications for application Updates and Security Releases in the UI for Web Help Desk
Hoping to make keeping up with WHD releases and security announcements more efficient. It is a frustrating disconnect for system administrators to have to work with THWACK Forums notifications for Release announcements. And given that ... "SolarWinds recommends that you upgrade the applicable products you currently own and…
My Approval should have a (XX) count like my tickets
In release 12.5 a "My Approvals" was added to the tech side of the interface which is great and was heavily requested in Thwack. However when they did this it does not put a number like the my tickets and my group tickets does. I have attached a screenshot to show what I mean.
Client information not inherited in child tickets
When generating a ticket for a new hire, it spawns several request types. It would be nice if the client information carried over into the child tickets. I realize that you can see that info in other places, however, you cannot interact with the child ticket until the client information is populated. This should be…
Client Email Layout Should Allow 'Recipients' to be on the Top.
When using Web Help Desk (WHD), email options allows the 'Tech' email layout to be adjusted so that the 'Recipients' section is at or near the top. This is not adjustable with the 'Client' email layout options. Unfortunately, because clients don't scroll down the bottom of the email, they do not see who has received a copy…
Add "Count" to "Ticket Assets" area on Asset Info tab of Tickets
When you attach multiple assets to a ticket, it's currently hard to confirm if you've attached the correct number of assets, because the "Ticket Assets" area on a ticket doesn't currently display a count of the assets that have been successfully attached to the ticket: This idea is to add a COUNT of the assets that are…
Use existing variables in the recipient field of a Send Email form
While using an action rule it is possible to send an email. In the send email form, several variables exist that can be used in the subject line and body of the email. Please add the ability to use these variables in the recipient field, too. We have a need to send an email to the assigned technician, but multiple possible…
Attach/Delete multiple files at once.
Please add the ability to select multiple files to either attach to or delate from a ticket at once.
Vacation rules for approval process.
I would really like to see a vacation rule that would apply to approval processes. Right now our approvals get held up when people are out on vacation.
be able to email multiple people in asset manager
I would like to email a whole group of people from a query of assets. Example being able to email every employee that has an asset example iphone XR. or a specific laptop
Vacation calendar in Web Help Desk
Would like to see a vacation calendar in Web Help Desk that places the Tech in vacation mode automatically.