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Within Setup > Global Settings > Service Desk Settings are the following options - "Close Inactive Resolved Incidents" and "Reopen Resolved/Closed Incidents". Unfortunately, letting Requesters answer whether they agree that an Incident is Resolved allows them to add content to Closed Incidents as well. Customers who came…
Good morning, All - I'm looking for this type of reporting that doesn't sound like it would be too difficult to get. I reached out to SW Support and they were less than helpful, stating that what I want isn't possible...which surprised me. A widget would be ideal from the dashboard view. I have created quick edit of what…
Me and my team often close a ticket before its even created because we already resolved the issue. However, we found out doing this is messing with certain reports. One report says our average time to close is 7 days which is not true at all. We would still like to close tickets immediately instead of having to…
Currently, when a ticket is Resolved and Re-Opened, the original resolution notes do not flow into the ticket (no footprint at all). Please create an enhancement that will add these comments to the ticket (be default) if/when a ticket is in face re-opned. Thank you,
Hey, everybody. I have a question about the Created Resolved trend in Solarwinds. I tend to monitor the helpdesk and be one of the two guys to primarily answer the phone and troubleshoot most tickets. Also I create reports for my boss to look over periodically. One thing that tends to baffle me are the report numbers from…
Looks like it started on 9/17/18. We currently have over 1,200 tickets that should have automatically converted over to Closed five days after they were set to resolved. Web Help Desk Version 12.5.2 - Build #12.5.2.84 This happened before and it was solved by upgrading to 12.5.2, but the admins just discovered its…
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