havens1515 · IT Service Desk Manager · ✭✭✭✭✭

See duplicate request here, and the suggestions on that request:

This is how I have gotten around this limitation as well. It's not perfect, but it does work. I do reporting on the custom fields as well, which is the exact reason why I wanted to capture the data.

I know. But if you do make it mandatory, it's mandatory for ALL categories. I can't require a subcategory be entered for say "Software Request" but allow for no subcategory for a category like "Training." If I make subcategory mandatory, it's mandatory for ALL tickets. If I make it not mandatory, there is no way to ensure…

The best thing I've found is: I disabled "Reopen Resolved/Closed Tickets". I created an automation rule that triggers if someone comments on a ticket in "Resolved" state which changes the ticket to "Customer Responded" state. (Though you can use whatever state you want.) I created an automation rule that triggers if…

Is there a list of variables we can use in the Process Integrations, and what they represent? It appears that someone tried to link it here under "Step 2: Create the process integration", but forgot to add the link:

I've got a similar request, but for widgets:

Currently it seems to be the opposite of what I originally posted. If I hover, it doesn't mark the items as read, but if I click it does. I'm not sure if this is the intended behavior, but this behavior makes the most sense to me because hovering only shows the last comment. Maybe it's not clearing it entirely because…

I agree with this completely. Making changes to a ticket after it is closed can make things appear different from reality. Because of this, a specific permission would be required for this kind of change and addition to the audit log is an absolute must.

There's another existing request for this feature: thwack.solarwinds.com/.../desktop-notifications

"Copying from website or Word documents pastes out of format" This is a feature, not a bug. It pastes with the format from the original source. If you want to paste without the original formatting, you can right-click in the box and select "paste as plain text" I do agree that pasting images would be nice, though.

Markdown support would be great (https://www.markdownguide.org/)

If you use the "My Requests" widget it should separate between "Active" and "Closed". My only complaint about it is that "Resolved" state is still considered "Active". Only "Closed" state is in the "Closed" view. This is what it looks like on our portal

Sounds like this isn't an incident, but a service request. And you CAN schedule service requests. * Create a service catalog item * Create a schedule for that catalog item * Set the "Start on" to the day before (or day of) the event * In the "Ends on" drop-down, select "Specific number of occurrences" or "Specific Date"*…

This request already exists, and is literally the top voted request: thwack.solarwinds.com/.../service-desk-dark-mode

Manual time entry can be used for this

This is a great idea in theory, but in practice I think it falls apart. Example: If a tech adds a CC on a ticket, then someone responds via email to that same ticket without CC'ing in the person that the tech added, this would remove the person from the CC.

I already have a request in for that. Feel free to vote on it: thwack.solarwinds.com/.../allow-changing-the-color-of-custom-states

I am constantly looking for this functionality! This cannot come soon enough!

These terms are ITIL standard terms. An "incident" is an interruption to a service, or a reduction in quality of a service. A "service request" is someone requesting you to perform a service that you provide (for example installing a piece of software) and a "problem" is something that causes multiple incidents, like a…

Looks like this, and some of the other ideas in the comments, is being worked on: https://solarwinds.wistia.com/medias/f1tglqqxx8 (around 30:00 time stamp for relevant section of the video.)

I think this is something that should be possible via Automations. I don't agree that a merged ticket should take all of the details from the parent, because we generally mark our merged tickets as a duplicate. But if you were able to have an automation rule with a trigger of "ticket merged" then you could decide exactly…

It would also be nice to have an explanation of exactly what this order is used for. I know (from moving things around) that this order is the order in which things show in the dropdown when changing the status, and the order used when ordering a list by status. But this is not really made clear anywhere (it does mention…

In fact, I can't seem to use the change catalog item at all when it's marked as Internal. Which essentially makes "Draft" and "Internal" the same thing.

I think allowing Markdown would be the ideal way to handle this

I found another one. In settings -> Global Settings -> Service Desk Settings The top "Ticket Name" is fine, but the same text above the drop-down is black

This is not WHD. WHD and ServiceDesk are 2 different products. WHD has its own forum: thwack.solarwinds.com/.../feature-requests

A change like this, which would result in the agent losing permission to the item, should also give a warning of such. Something like "WARNING: After making this change you will not be able to make further changes to this ticket. Are you sure you would like to proceed?" And maybe include a "Don't show this again" option,…

It would have been nice to be notified that the cross-service-provider widget was removed. I added it to my landing page, then one of my agents visited it today and asked "why does it look like this?" It looked strange because I moved things to make room for the new widget, then the new widget simply disappeared and I no…

There are Chrome extensions that will do this. I use this one: chrome.google.com/.../hgeljhfekpckiiplhkigfehkdpldcggm

Looks like this posted twice by accident. This one can be deleted.