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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

  • It all depends on how you use your tickets, you may have to adjust your process to fit solarwinds, however we now have a calendar it does what most people want this issue needs to be closed, any changes need to be future request.

    Why do we still have this Open it was posted in 2013?

  • 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.

  • in reply to cmiller2018

    I agree with cmiller2018, tickets "Scheduled" should 'pause' the ticket timer so a report doesn't make it appear that the ticket took a long time to close. We get many requests for issues to resolve in the future that our techs need to schedule in the future. Helpful to get a Notification on date due and helpful for reporting purposes that those tickets don't reflect poorly on the tech.

    Example: I create Student Teacher account in December for student teacher who begin the middle of January. So I now have 30 tickets (one for each student teacher, which also creates additional tickets for other techs) that will be scheduled for almost 30 days. When the student teacher arrives to pick up their FOB and go through an orientation with us, we close the ticket.

    A report will then show that it took over 100+ hours to complete the ticket, when it actually took less than 30 minutes. WHD should reflect that.

  • 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.

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