jamatrucola

Peter Thank you for looking into this request further. For our needs, I find the Custom Field approach described above limiting because I won't have a pre-defined set of tasks that I'll want to keep re-using. I see the checklist as an ad-hoc list that is constructed at the ticket level (not in the Setup section). While…

This is a duplicate of this issue, which has some votes: Client Pictures

I'm very surprised that this issue has so few votes. I couldn't agree more. Been using WHD for over 10 years, and have experienced *everything* described herein, and in the thread referenced above. I totally recognize that it would require a rework of the application framework, but it's time to pay attention to this need.

I found this exact same problem earlier this week following the upgrade to 12.6 I have an open case with Solarwinds, since IMO this is certainly a bug.

Agreed. I mean, when you hover on top of a client's name in a ticket listing the client info pop-up box already has a silhouette image. It would be great if that could be tied to AD photos. Actually, I can't even see how it's possible to manually upload a client photo within WHD. What's that silhouette image intended to…

Thanks to each of you for the detailed replies, and for pointing out that this very poor behavior is actually pointed out in the Release Notes. Admittedly I missed that when reading over the release notes before upgrading. I'll certainly echo the sentiments that have been written by each of the two individuals who posted…

I totally agree with this thread. We've been using WHD since before the Solarwinds days, when the issue described here was not a problem; the admin account did not take up a tech license. We use LDAP-enabled technician accounts, and never use the local admin account. To be honest, when we upgraded we decided that we were…

In my opinion, the set of child tickets in 12.3 doesn't really address the core of this question. For us, we're not interested in "assigning" the checklist items to different technicians. Rather, we'd just like to have a list of items that need to be completed within a ticket so that it's clear what still needs to be done,…

I like the "multiple IP" idea. We encounter this need in the scenario described above, as well as for several of our servers which have multiple IP addresses

I agree that I'm not so sure it'd be helpful to have more than one client per ticket, and that those CC'd should be able to see the tickets in their web portal. I don't see, however, why those CC'd shouldn't be able to update tickets by e-mail. I think that's a good feature too, which should remain in the software.

Strongly agree. I've been hoping for this for a while.

I agree. Now, our Request Type structure isn't all that deep, so the following workaround (and I do say "workaround" because I don't think this is desirable) helps us out. For each Request Type that has subtypes, I've created one subtype that's simply named with an asterisk. That's our way of indicating that no subtype is…

This has been addressed in 12.4.2. FAQs can now be tied to multiple Request Types

This would be very helpful. Voted. +1

If I'm understanding this topic correctly, I actually logged it as a bug in a case with Solarwinds. As it stands if you type a YouTube URL, for example, in a Tech Note, the video is automatically embedded in the tech note in the web interface. Great! However, when that ticket is emailed to the client, not only is the video…

Hi, Actually, this wasn't completely fixed in the 08 Aug release. I spent *a lot* of time with WHD support and product management demonstrating the new problems introduced with how tickets assigned to Vacationing techs are handled - logged as Case 01404458. I see in the Release Notes for version 12.8 (released 10/18/23)…

Hmmm.. I just did a bunch of clicking around and was able to observe the same behavior as always. Try opening a ticket search results window in one tab and then right-click the Assets icon to open that in another tab. Browse around in assets a bit in the second tab. Then return to your first tab and hover on top of a…

I couldn't agree more. Been using WHD for over 10 years, and have experienced *everything* described herein. I totally recognize that it would require a rework of the application framework, but it's time to pay attention to this need.

I agree. I've been using WHD for over 10 years, as I know is the case for many current users, before the product was bought by Solarwinds. FYI, I called SolarWinds today to express by belief and concern that the product has gone downhill since it became a Solarwinds product. They asked that I follow it up with an email to…