Is there any way to configure the system so when a ticket is clicked in My Tickets, Group Tickets, or search list that there is an option to open the ticket details in read only mode ?
There isn't a way to setup the tickets to be opened as a read only mode if you have the ability to edit tickets. It would only work if the account was setup to have things be visible(essentially making them read only). The closest to a read only mode for another tech is to hover over the request details and the latest notes details so you can read the full comment of the entry being shown.
There is a way to change how the system reacts to a ticket that is already in a working session with another user by going to setup->tickets->options and changing the setting labeled:
When an attempt is made to edit a Ticket already being edited in another session
Setting it to warn gives a warning message that allows another user to continue by acknowledging that the ticket is already in an editing context with another user or allow. I would suggest against the allow. With the warn, you at least get info around what other account is editing the ticket so you can find out if they are reading it or actually editing it.
Thanks Jeff - I thought this might be the "solution". I have the option set to "warn" but it will take an occurrence or two of techs ignoring the warning and overwriting one another's edits to drive the point home that they can't just ignore the "warning".
You can however make use of the API built into WHD to create a "read only" user interface using Tech (API Key).
REFF: APIGuide
http://documentation.solarwinds.com/archive/pdf/WHD/WHDAPIGuide.pdf
EX:
- A series of web pages pulling information a technician has access to.
This helps us to quickly deploy help to people in the field and display tickets on digital sign in IT workroom.
