billypilgrim

Hi Am just wondering about what you said re the order of the notes in email notifications since this has never come up from our end users? We have the notes in Reverse Chronological order (set in Setup> Tickets> Note & History sorting Reverse Chronological - this is for the Tech screen & the client emails) and then the…

This would be great if the layout could be saved & 'Shared' like you can with ticket queries. This goes for the Dashboard view too.

Yep the queries can be saved but for instance when we rolled out WHD it would have been much easier to have something like a default Helpdesk set of widgets I could give all my techs rather than setting everyones up individually.

This would be a great feature & would prevent having to open a stack of tickets to address a new starter or similar where various jobs need to be done in turn. Maybe even a checklist function could be included?

Yes please, I was really surprised this didn't already happen after seeing how the suggested FAQs come up in the Client portal. Currently this definitely means my techs are not really using the FAQs because they have to come out of the ticket they are logging in the one open tab they can have WHD running in open to access…

You can already elevate one ticket to a Problem ticket (eg server down) & then join other individual related incidents to it (eg can't log in) as children, which sounds more like your example. I think the intention of the new feature is so you can link any ticket including Requests. We are intending to use this for a new…

This would be ideal to hide tickets from the stack that don't need to be actioned yet, then have them pop back up or send a notification. It would be a much more satisfactory way of utilising the "Scheduled date" since the time/ date on it's own cannot be used for a trigger for an action rule, it's pretty much pointless. I…

Good to know, thanks!

I assumed we were talking about 12.3 but I guess we could both be mistaken since the post doesn't say anywhere!

Hi Chad Sure, it's literally just a Request type called New Ticket which is assigned to our level 1 Helpdesk Tech group. We have it set to High priority so they will start sending out alerts if they don't get picked up from the queue & reassigned within an hour, also there is an action rule which changes the status back to…

This still seems to be the best way to go, especially when I looked at it initially it didn't seem you could "inherit" the Client from the parent ticket so no-one outside the Helpdesk had any visibility of the other tickets & their progress anyway.

Am not sure regarding the above to be honest (we are using a regular exch 2010 mailbox & have no experience with Office 365) but am thinking if the email delivery threshold is zero and it's still slow to create a ticket then the connection to the exchange is not likely to be the reason? I would suggest checking the JVM…

I don't think it's a bug as such but maybe an oversight or something that could be tweaked for a future release? I do agree it would be much more useful if the Subject field behaved like the Request Detail in this respect and a right click provided the browser right click context menu (& hence spellchecking) in this field…

I changed our incoming mail setup from IMAP to Exchange 2010 & the notes are now formatting correctly without all the additional lines & spaces- great!- except now instead of the mails being deleted when they are processed by WHD, they are going Unread into the Deleted Items folder. Good job I noticed the mailbox size was…

Forgive my ignorance but isn't this just the same as clicking the Send button when you add a note in the main ticket-editing window? rather than Save & Email at the bottom of the screen which sends the full ticket details

This is now added to the Feature Requests so please vote & let me know if you can think of anything else I could include. https://thwack.solarwinds.com/ideas/4890

There doesn't seem to be any restrictions or way of allowing or disallowing this function so I would think any Tech who has visibility of the ticket can make it private or public. 

It does for Problem/ linked incident tickets but apparently not for the new Linked requests brought in in 12.3. I am in 2 minds about this because logically at first glance it would act the same way but actually if you had a new starter request type which triggers a load of associated tickets to various teams (eg Hardware…

Ok, I think I have figured this out but to be honest the answer doesn't make much sense to me! Some time after creating the custom field I had also created a new Column Set in the Asset Search section which included this field. It looks like this extra column was being included for every asset in the Asset info tab i.e it…

After a bit of playing today the modifier seems to work fine in IE11 but doesn't work in Chrome. You shouldn't have to type in anything as a modifier like you have in the screenshots, the AND/ OR buttons should do it but it does seem to only work in IE for me.

We are running 12.3- there was a big overhaul for the FAQ section but I can't remember whether it came in with 12.3 or earlier as a separate update.

Sorry, yes you're right. For outgoing you have to check the outgoing mail failures manually from Setup> E-mail> Outgoing Mail Accounts> (open the mail account)> E-Mail History then apply the filter to 'Messages Not Sent'.

Depends on which browser they use but we are using Chrome & there is a setting in there to just increase the minimum font size which means everything else still looks normal on other pages. This is in Settings> Show Advanced Settings> Web Content. Customise Fonts> Minimun Font Size Just in case you can talk them around!

Hi Yes, something like that will work. we have a "New Email Ticket" request type which makes sure these get picked up and assigned under the correct category by the Helpdesk. Thanks

Bit of a long shot, I agree

Worth posting as a Feature request, I would definitely vote up!

There is an option in Ticket Options called Automatically Delete Obsolete Custom Fields but this is a global setting. Once that is set you can relate the Custom Fields to a Status Type which you can then link to an Action Rule, might this achieve what you are after?

Ha too late on my reply!

You might have more joy with deleted Techs/ Tech groups though: Re: Consequences of deleting Tech or Tech Group

Hi Garciann Yes, you're right. I can't see a way to stop the Location field being present on the Request tab even if it is left blank for the client? I guess the only option would be to have just one or more fixed values for Location instead of syncing to an LDAP attribute, then have a separate Custom Field with a text box