cbusse

I'm pretty sure that's the reason I got it wrong as well. If only I had answered early on, I would've gotten a second shot at it and been correct. Personally, I don't find it very fair that some people get more than 1 chance and others don't just based on timing of when they choose to answer. Oh well. Life ain't fair, ya…

Maybe Q6 threw the whole thing off and no one won 

I know this is a pretty old request, but we've been needing it as well and have been requesting it and trying to find ways to work around it that don't involve "levels" in the tech groups. We have tech groups based on what they do (like help desk, field techs, engineers, purchasing, etc.), and tickets start at the help…

I was wondering the same thing... it seems 2 was correct earlier, but grantallenby​ said it changed to 3 so it seems like either should be correct, but I don't want to pick one and end up with the dreaded X

This is still needed. When gathering metrics it looks like we have techs closing tickets on their days off because we can only gather information based on open and closed dates, and we don't have a way to search or show the date that a ticket was marked as "Resolved" (or "Completed").

We've been needing this feature as well as we have some techs who don't work Mon-Tues so we have another tech who works a different shift on Mon-Tues than he does on Wed-Fri in order to fill in that time.

It says which is NOT a best practice. As you said, 3 of the 4 answers are in the hint. This means that the 1 answer that is not in the hint is the only one that should be selected.

Yep. Same here.

I'm wandering around with them still upset by the off-centered checkmark! 

Bump because this would still be helpful. Right now we have to run queries directly in SQL to get the information needed.

I guess I still don't understand. I've been watching the thread all day before answering and still managed to get it wrong. I wish I had just answered earlier so I could have gotten a reset and multiple chances at answering like everyone else. 

True. With that question though, I waited until after the question was edited. I still wasn't sure and was trying to decide how to answer, but the comments showed everyone else was still confused too so I waited a little while to see the discussion, and it was reset again without an edit to the question/hint. So basically,…

Not exactly. That leaves the ticket "unassigned," and we want a kind of standard queue that the whole help desk sees and can go in and take ownership of the ticket by reassigning it to themselves. We also have tech schedules set up for auto-assignment, and when none of the techs are "available" when a client opens a…

At least for our company, this would definitely work better than letting the system auto-assign. We have some techs that are "better" or "more specialized" in some areas than others or have more/less projects on their plate so it would be helpful to have a queue where we could say all client-opened tickets or all tickets…

Bump

Screenshot and correct link are a bit further up in the comments.

The problem is that we don't want the tech to be blank. That's why we have the generic tech there, to catch the tickets our stores open between 11pm-5am when the techs aren't actually available. We just don't want to allow anyone to be able to choose that "tech" sepecifically.

Would you mind posting the answer you found so others with the same question could find it too? 

Exactly. This is part of the reason my company is choosing to switch from SolarWinds to another provider. We're working on the transition process now.

Can you please fix the design flaw with locations' client admins? When you import a list of locations with client admins, those locations show the client admin names, but those clients aren't actually added to the client admin permissions table in the database so they don't have any permissions. It's useless to be able to…

The archived option for old request types would be the best in actual practice, and we could really use it too. We're doing a full restructure on our WHD so we'll be changing almost all the request types in the system, but we want to be able to go back to old tickets with the request types that are currently there. Between…

We're looking into how to do this as well. We'd rather not purchase a separate contract management tool, but that may have to be what we do if SW doesn't have a decent way to handle it.

Bump.... Anyone have an idea or is this not possible?

Instead of doing the blank option that @rickstevens mentioned, you can make the field appear only when the status is set to Resolved. When you create the custom field, don't assign it to any request types. Then go to Status Types and edit the Resolved status under the "Additional Activated Custom Fields" section. Then you…