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I have a ticket number 50. Which is worked by Service Desk agent,Technicians, approvers and back to technicians and to the team lead. I want to know how long each person has taken to do his/her job. Is there any specific to get it. Please point me in the direction. @kellytice @percyplant @jstinson1 @j_a_catlin
I want know, how is this field useful in the SLA. Suppose I have a SLA of Medium ticket for 2 days and technician uses this field to change it to some other as per his understanding. Or what and how is this filed ideally used. Also, will this relate to the technicians schedule of work?? Suppose a tech is assigned a ticket…
I want to know if we can create a ticket when 2 separate child tickets are closed/implemented? Scenario: If a ticket is an Approval Process and is approved by CAB, WHD created 2 child tickets Sprint Build and Sprint Test. If both tickets are updated to Closed, UAT Ticket will be created automatically. If neither Sprint…
Hi We are new to Web Helpdesk and currently have a problem with the way our tickets are getting auto assigned. All our support tickets go in to our “General” tech group which has 2 levels, we want all tickets to initially go to General level 1 so that the helpdesk tech can then sort the ones they can do and any others can…
Hello, I am not good at building reports so I was hoping someone could help me figure out some reports I am looking to make a report to show me how many tickets [group] and then [technician] has that are opened longer than X days. Right now my report is set up with: * Table Only * Row Category: Status * Column Category:…
Anyone have a report created where they can see voting explanation on tickets? I know it has to be a SQL report and I've started creating, but wondering if anyone has already got something created. Thanks in advance!
I am looking to build a multi-approval process within WHD. I would like the requester to get the change request approved by their department manager first and once it is completed then it goes to the Network Administrator to scope and document the process. Once that is complete it goes to a CAB for final approval. Does…
Is there a built in email template that will send an email to the requestor when a ticket has initially been assigned or re-assigned to another tech so the requestor knows who is working on their ticket? I created an outgoing email template when the Status Type is Assigned but it generates this email to the requestor every…
I've like to have inventory reconciliation by room at each site. In an ideal world, I would take my smartphone and take a picture of the barcode to update the inventory, it would use my GPS location to identify my site/room (make a suggestion and allow me to modify it).
DEBUG [2020-05-11 14:21:34]<https-jsse-nio-443-exec-5> id = null selectedValue = 20000 labelsDict = {40000 = "Error"; 10000 = "Debug"; 30000 = "Warn"; 5000 = "Trace"; 20000 = "Info"; 2147483647 = "Off"; } DEBUG [2020-05-11 14:21:29]<https-jsse-nio-443-exec-4> id = null selectedValue = 2147483647 labelsDict = {40000 =…
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