fluffy_midnight · Random Radiated Helper · ✭✭✭✭✭

You are wanting dynamic Approval Processes which currently aren't possible. Having a feature to link to LDAP or your client list within the help desk would be appropriate and useful in many ways, I believe numerous users have requested this before. I'd like to add to this request for functionality: The possibility of…

From discussing with SolarWinds, it sounds like they're planning to include pasting images into FAQ's and Tickets for their next update. Obviously we have no detail and no promise that this is the case, but it sounds like this is happening. Unfortunately we have no timescale for the release too.

Hi joseph.dutro​, Just thought I'd add this thread to this request as it could assist if this is eventually picked up by SolarWinds: Office 365 I completely agree that a retrieval configuration option would be beneficial in so many ways! -Midnight

You can change this with the Labels file, here's an article to help walk you through the sort of change required: https://support.solarwinds.com/Success_Center/Web_Help_Desk_(WHD)/Customize_the_Web_Help_Desk_GUI_language_and_labels

Hi bstaub​, A potential workaround for the issue you've raised in this request would be to add CC's via an Action Rule (this would overwrite any CC's you add though), or to have an email send via an Action Rule to send to specific users that you add to this rule. -Midnight

Quick Tickets would be the simplest way to create repetitive tickets that you don't need to bulk create. This would be useful for you during situations like new users or the same request being created over and over again. You can save these for use on repetitive tickets that come in.

Possibly so, before you do that can you give a scenario when this would be in use and I'll try thinking of something before we put this to rest?

Hi rels​, This can already be achieved by going to Tickets (navigation) > Search Tickets (navigation) > Advanced Search (tab). Then select the condition 'Asset' and put the details you are wanting to search with and voila! -Midnight As I can see you in the vote history I've mentioned you here: smttysmth02gt​

Hello, Just to add to this for those who don't already know, you can assign tickets to yourself when they aren't assigned, this can be done by simply clicking on the icon on the furthest right-hand column. You can also use Bulk Actions to reassign multiple tickets to a single technician. Obviously this isn't the full…

If you wanted to implement this sort of feature you could have it link with the API: Web Help Desk REST API Guide This uses RestfulAPI, if you have no knowledge of this then I guess you'll have to wait for such functionality to be implemented. A good idea nonetheless.

Just a quick #bump​.

Hello, This is already a feature, you can shift-click the tick-box at the top of the first message page and the tick will turn a pale blue colour. This will mean it's selected all messages on all pages, once you've done this click delete and watch your worries go away!

I think we could take this one step further by creating a vacation section within the help desk, allowing you to specify vacation time on a calendar where you can view different teams and book in periods of time where you'll be on vacation. Admin and tech permissions should be able to add vacation periods for techs, and…

Hi @"defieguy" , A workaround for this would be to click one of the total from the report so it comes up with the tickets or assets that are relevant, then export this in CSV format. Or you could configure your report in the 'Search Tickets' tab and export the search results in CSV format. Both come out with the same…

This would require further review and refinement to work appropriately. For example: If a tech went to make a small edit to a ticket note, perhaps to add their work time... the rule would fire across when you save the ticket. Would this occur if a client replies back? What happens if a tech makes an internal white note,…

For what you're wanting, if you have emails working with the help desk, an email with the approval should go to all the approvers of each step, you can then select Yes or No which will open up a new email with the code to send to the help desk. The approval email is sent after a few minutes after the initial ticket…

Hi redmiller​, You can change this with the Labels file, here's an article to help walk you through the sort of change required: https://support.solarwinds.com/Success_Center/Web_Help_Desk_(WHD)/Customize_the_Web_Help_Desk_GUI_language_and_labels -Midnight

It would benefit the approval process to have a dynamic approach rather than static, if this was then combined with the vacation rule that you're requesting here, this would lead onto a very helpful workflow for approvals.

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Hi hgilgen​, I think you'll find that LDAP Authentication is still in Web Help Desk and still works as expected. The only difference in v12.5.2 is that they tweaked how you connect it, so you connect it via the client account instead of the technician account. This would only affect technicians that don't have client…

Are you sure you've shift-clicked the tick-box? If you haven't it will only do the first page.

Hello, You could create an Action Rule to assign all tickets that're created as the Network Outage REQUEST TYPE, and have them assign the ticket to the PROBLEM ticket type. If you do this, make sure the Action Rule only applies when the ticket is created, and that the Criteria matches your requirements so it doesn't change…

Hi gchristian​, This would need further development, review and details to make it a plausible feature request. Run an Action Rule to apply a script or webhook? How would we determine where? An Action Rule applies to the database, it does not simply apply rules to external sources so it would be best to define what you are…

Knowing how experienced both you and Jeremy are, I would say that the Client CSS is not an issue on this request. He purely means the Technician interface, being able to give it a fresh feel that has the customisability the Client UI has.

1: Log into UI. 2: Submitting new ticket with UI. 3: Submitting new ticket with UI. 4.1: Ticket creation after submitting new ticket with UI. 4.2: Tech Group assignment and Ticket configuration. - showing more information is just the Setup, this includes Templates, Email config options, and Action Rule email configuration.…

Hi Stonelaughter, You should be able to update all the categories in one batch if you have a view and use the Actions drop-down in the top-right. Does this not work for you? Regards - Midnight

Hello, I see that you're still discussing this so I thought I'd try to help out and provide some solutions... * You can create an Action Rule to set the Status to Closed and send an email to the client regarding the approval and closure of ticket. * You can get the approval to send an email to the client once it's been…

The information that is sent to a Client or Technician is ordered and configured with Templates and the Email Options. Unfortunately the Status is part of the ticket detail and therefore you're not able to remove that without removing the rest of the ticket detail.

If you have it so the approver note is added to the ticket, then it will display the note to the permission of the user. Therefore, if it's a Client Approver then it should show as a Client Note, and if it's a Tech Approver then it should show as a Tech Note.

Same request as these couple of requests that have had votes before. 38+ votes 7+ votes