HR ticketing

I have set up our HR onboarding tickets in WHD. Right now we have two HR employees that enter info. The ticket itself is updated periodically as information is updated during the life of the ticket.

The issue I am having is when one HR enters a ticket the other HR cannot update said ticket. Is there a way to give rights to both persons to update each others tickets? They enter tickets as clients because they are not Techs.

Ideas please?

Also, I have set up a rule to email me when an HR ticket is updated because certain people need specific things for their part in the onboarding. Is there a better way of keeping up with changes that anyone has implemented?

Thanks,

Vicki H

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Accepted answers

typhoon87

You could put both of them in a client admin group then give them the rights to the request type. These are free (no tech license) but give them more rights then a normal user but less than a tech.

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typhoon87

You could put both of them in a client admin group then give them the rights to the request type. These are free (no tech license) but give them more rights then a normal user but less than a tech.

rmhvh12

Thank you. I looked at that this morning, but I couldn't decide if that was what I needed to do. Sometimes the instructions are not very clear.

I wish SolarWinds would pay a little more attention to WHD instructions. I am not "techy" and sometimes they are over my head.

You have helped me before and I greatly appreciate.

Have a good day.

typhoon87

I do agree that as the feature works now it is overly complex to set up client admin groups. But once you understand it works fine. You need to create it and assign the client to it, then possibly assign it to a location if you use that feature. Wish they could streamline it a bit.

Glad to assist.

rmhvh12

Me again. Well I built the Admin Group and gave access to all things HR. I assigned the Admin Group to the two HR personnel. Stupid question but how do I incorporate that into the ticket? I just cannot figure this out.

What am I not thinking of? Thanks and have a good weekend.

typhoon87

You should not have to once you give them rights to the location (if necessary) and the ticket request type they user should see it in their history.