Open for Voting

Web help desk - Calendar

As the Applications Administrator for SIL International's Web Help Desk I have request for an extension of the features in the WHD Calendar.

1. When a Tech puts a ticket on the calendar is usually so that they can handle the problem later, sometimes weeks later.  We really need the calendar to popup reminders of tickets on the calendar for that day.   Most techs do not check their WHD calendar on a daily bases.   They need the reminder.  Maybe like the Messages icon shows that there is something to be handled.

2. Connecting the WHD calendar to an outside calendar system is great!  But we need to connect to more than just MS Outlook.  Many of the techs use Google Calendar, or other public domain calendar systems.

FormerIdeaCreator
Parents

  • I have had this available in another ticketing system and it is amazing. You can either park a ticket until a day and then you get a reminder about the ticket and possibly a time to call or have a meeting with the person.

    The other cool thing is that scheduling it stopped the timer on how long the ticket was being worked on.

  • in reply to cmiller2018

    These comments bring up a point - Scheculded Dates vs. Due Date vs. a need to park a ticket to be acted upon on a future date.  This area is where I feel limited because I don't have a simple way of creating or receiving a ticket today for future work without affecting the timers and reports.

    I'd LOVE to be able plan ahead for simple requests like off-boarding employees or more complicated projects like the 3 new buildings we have under construction right now.

    WHD doesn't have a start date for future work, which is when the respective group should be alerted (by calendar or even a simple dashboard alert) that the relevant timers should begin.  If I had that, I could use the scheduled dates for the time the work will be active, and the ticket due date for when all respective tasks of that ticket should be complete.

Comment
  • in reply to cmiller2018

    These comments bring up a point - Scheculded Dates vs. Due Date vs. a need to park a ticket to be acted upon on a future date.  This area is where I feel limited because I don't have a simple way of creating or receiving a ticket today for future work without affecting the timers and reports.

    I'd LOVE to be able plan ahead for simple requests like off-boarding employees or more complicated projects like the 3 new buildings we have under construction right now.

    WHD doesn't have a start date for future work, which is when the respective group should be alerted (by calendar or even a simple dashboard alert) that the relevant timers should begin.  If I had that, I could use the scheduled dates for the time the work will be active, and the ticket due date for when all respective tasks of that ticket should be complete.

Children
No Data

SolarWinds solutions are rooted in our deep connection to our user base in the THWACK® online community. More than 195,000 members are here to solve problems, share technology and best practices, and directly contribute to our product development process.

SolarWinds Customer Success Center Certification Media Vault Link Accounts
About THWACK Blogs For Government Edit Settings Free Tools & Trials
Legal Documents Terms of Use Privacy California Privacy Rights Security Information
©2024 SolarWinds Worldwide, LLC. All Rights Reserved.