axemanit

100% agree, this causes us major issues. We had hoped to have a minimum two approvers in each CAB group for contingency but when we tried this when the primary approver rejected the request the ticket doesn't move on as its waiting for the other approvers to also reject.

Bump. This is the biggest weakness in the WHD Approval process. Can't believe it still hasn't been addressed. When our support is up next year this might be the decided if we stay with WHD or move to something with more fluid workflows.

I had a similar issue. We have certain request types that need approval by an local junior manager before being passed to our techs. To get this to work I: * Created a custom field (Popup Menu) with all the work areas and added it to the requires request types. * Setup a CAB for each work area with the associated…

Can't believe this hasn't been addressed yet. We have 11 mandatory holidays here that impact on our SLA delivery times. With hundreds of open tickets across multiple tech groups any given time pending them all this isn’t an option.

Yep I agree. On the arrival page it is completely pointless and confusing. I've seen clients attempt to type in the fields even though they are greyed out. The subject and request detail fields shouldn't be visible until a request type is selected. As you suggest I'd also like to have the ability to add an instructional…

Not surprised you haven't seen nor heard of it, just took me 15 minutes to find it again: WHD Notifier - Chrome Web Store

I've seen evidence of the affected jar files on a deployment of 12.7.2

HI there, The issue appears with a vanilla install, default or custom CSS but "only" when there are multiple custom fields and the window is re-sized or the computer has a 19" monitor or smaller (1280*1024 or below). As I say this has been logged with SolarWinds support and they accept it as a bug with the 12.5.1+…

Cheers, We implemented this after upgrading to the latest version and it works a treat.

Hi there, The issue appears on a vanilla install with default CSS. I've tried the other CSS templates and the issue remains. I presume this is a problem with a syle but not one that can be changed thought the interface.

Really depends on your business size and structure. Our business follows the ITIL framework. We also have several positions in the organisation that are required to review requests before their are fulfilled. We have several CABs and approval processes in place to allow this to happen. For example: * Change requests -…

Hi there, We have been able to re-label the "Help Request" title by changing the "bl.helpRequest" text in our "CustomLabels.properties" (located in Webhelpdesk\conf\labels). If you don't have a CustomLabels file you can create one by following the directions in the "Labels.properties" file. I.e. lbl.helpRequest = New IT…

Thanks for the guide. Is there any way to pass the client from the parent ticket to the child ticket?