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Web Help Desk (WHD)

Newsroom What We're Working on for WHD

What We're Working on for WHD

Avadhut.Deshpande over 1 year ago Less than one minute read time

New Features / Enhancements

Helping Agents save time – The Ticket asset area on the asset info tab now shows the “Count” of multiple assets so there is no need to scroll down to confirm the correct number of assets are attached to the ticket.

Also working on the following to strengthen the Web Help Desk (WHD) Core: 
• Improvements in WMI Asset discovery.
• Security fixes.

Top Comments

mmunar over 1 year ago +3

Hello, We are seeking clarification on whether the resolution time displayed in the client view is accurate. Over the past few months, we have raised multiple cases with SolarWinds. As we operate in…

mmunar over 1 year ago

Hello,

We are seeking clarification on whether the resolution time displayed in the client view is accurate. Over the past few months, we have raised multiple cases with SolarWinds. As we operate in South America, we've observed inaccuracies in the expiration times of tickets, especially when attempting to address them during standard business hours or days. This issue seems to persist in version 12.7.12 or any newer releases, and we do not have the guarantee that for the next version this will be corrected.

The significance of this problem cannot be overstated, given the nature of our help desk application. The incorrect measurement of expiration hours adds complexity to our operations and affects our ability to manage and prioritize tasks effectively.

We kindly request confirmation on the status of this issue and any steps being taken to address it. Your prompt attention to this matter is crucial for ensuring the optimal functionality of our help desk system.

Regards Avadhut.Deshpande .
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Avadhut.Deshpande over 1 year ago in reply to pabely

Noted Phi, will take a look into the same.
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pabely over 1 year ago in reply to Avadhut.Deshpande

FYI - We have customers who have requested this feature before, see Support cases #00498866 & #00533206.
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Avadhut.Deshpande over 1 year ago in reply to typhoon87

Thanks Typhoon87, will look into it.
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typhoon87 over 1 year ago in reply to Avadhut.Deshpande

Why is there not yet a roadmap to refresh the remaining client side UI tabs?

What about any reporting enhancements of which there are numerous in the Thwack FR backlog. At a minimum what about migrating all reports to the *newer engine that was released in 12.5 when client reports were added. It was supposed to be faster specifically for those with larger DB's but there basically were no additional enhancements after that point.
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