Open for Voting

Have an automated way to update tickets in Web Help Desk

I think it would be great to have a way to automatically put in notes for a ticket in Web Help Desk.  This way you could run a batch job, and have that batch job automatically put in notes on what was completed to a system.

Let me give you a scenario where this may be helpful;

  1. Say a computer has needs a new piece of software which you will automate the installation after the user has left for the day.  They say their work can't be interrupted and you get their agreement that installation after hours works.  It would be great if in the automated process you were able to have it log that the installation was completed.  This way you, the ticket reflects the installation time and everyone is updated of the work.
  2. Say a user has lost a file and needs it restore now. While looking through backups, you find the solution and restore the file.  Since you are on the backup server, you don't want to open a browser to log your entries.  Instead you hit a command line and update the log remotely with a few command lines.
  3. You need to run a script against all systems in your network to change a .dll that is causing issues.  The script you run adds creates and closes a ticket that contains the change that was made to the system.  Now you have a record of when the change was completed, the system has a history of that change, and no extra work was needed from you to put in the change.