henazo

The reply/update part makes sense to me but the create part does not. I think you have to come to terms with the fact that nothing is created until you save it. Maybe a 'draft' function in the portal could be the answer.

That's a great idea. Frequently I find that users have no idea of all the helpful information I add into the FAQs.

Could you elaborate? An action rule can certainly change the tech group and many other things in a ticket. Are you saying you want to use an email to trigger an action rule?

WHD web app is not a word doc. Ever tried pasting an image to a web based email app like gmail, yahoo or MS? The image is interpreted as raw code.

Are you asking about searching on ticket creation? Sorry if that's a dumb question but I didn't know a client and an asset could be linked outside of within a ticket.

Set the action rule criteria to the custom field you created with the appropriate value (manager name) to trigger, then set the action to add approval process. You''l have to define your approval processes first and each separate manager will need it's own action rule.

There isn't. 

There's also the fact that the current admin guide and also the whd.conf file all reference configurations and settings that are simply not available in the current versions of WHD, 'facepalm!'

Couldn't you use an action rule based on that AD manager field to send the ticket to that manager for approval? Still a bit clunky but I think this will accomplish what you want in an automated way.

My DB guy is looking into creating SSRS reporting based off the WHD DB. Might be an option for you too if you're using sql2008 or 05.

Oh OK I get it now. A have your cake and eat it situation.

Are you creating queries in advanced search and saving them yet? If so, add them as widgets on your dash board. Design your queries to suit your needs, create the widgets and then always just open to your dashboard.

I like that idea. Scrolling down 290+ custom fields is getting real old.

I can understand the current workflow as; ticket is denied = ticket is dead. New ticket created also with what caused the denial addressed. I guess this makes sense but in real world scenarios it's just not ideal. WHD has been this way since before Solarwinds acquired it from MacsDesign Studio, LLC and I had a lot of hope…

If your techs start using the dashboard as an alternative to advances searches, your hosted WHD will become hosed. Seriously. The problem is that these nice and helpful little pie chats and graphs are continuously querying your DB. This puts a strain on the entire system and cause it to crash. In my environment we had to…

Get familiar with processes in WHD. Action rules are a great way to customize WHD to various "if this than that" functions. Web Help Desk Help Processes Web Help Desk Help Action Rules

Out of he box not possible now and I don't see t on the feature road-map here. If you are savvy, you could alter this yourself! Trust me it makes more sense to alter tables and columns than wait years for Solarwinds to get around to it. The most shameful and proof laden examples I can give you are the several case numbers…

Stand corrected, I took a look in old sent gmail messages and the last time I tried this was 2011 and didn't work. It no longer works like I thought.

I just refreshed my stage environment today, I'll spend some time tomorrow playing with the bb_config.xml to see if I can pull this off.

If I could just get it in excel I would be so happy.

That's more of less what we do but I think some explanation is needed. https://[alias.your-domain]/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/view?ticket=[ticket#] where the first bracket is you org's whd url is and the last bracket is the ticket number to lookup. Using this full url will zip you straight to the…

My comment was not to complain about no points being given. Points were applied to my profile, just far less that anticipated.

Yeah that was a dumb question, I see what you're asking now.

Describe the criteria you need the action rule to evaluate in order to trigger. I have an idea how what needs to be done but would like to test in my stage environment before I post it. Thanks

I was wrong, in testing this I found that tags are useless in the email address fields. Sorry about that.

You can play around with tasks, statuses, and priorities to accomplish all that you're asking for.

When is Deadpool coming out and will you ever do a sequel to Van Wilder?

timmeers is correct, the options for assigned tech are governed by the tech permissions that are defined for the tech group of which the tech creating the ticket belongs to. Speak to your admin about changing.

I'm struggling with this too. I've explained that this is not currently a feature so many times lately, to the same people.

You can if you use the problem search tab. You can also link tickets to assets.