kjette

There are a number of items that make you scratch your head as to why they aren't included.

I haven't been able to get custom fields to work. I know you can include them in outbound emails by using the display order number. For example if you want to include a custom field in an email the tag would be <custom_10> or whatever the display number is for that field. Haven't been able to get it to work for updating…

I have to say that a few years ago when we decided on WHD it was a top contender. Features were compatible with the competition and the cost was less than most. Migrating from a big, bloated ticketing software was a breath of fresh air and I was quite happy. Fast forward to today and while the competitors have exploded…

Again depending on how many employees we're taking about you could create a Bulk Action and run it against all of the affected Clients.

I'm sure we're all in the "do more with less mode" so any automated reminders is a big help.

What is your JVM utilization? Setup\General\System Information

Every environment is different. In my case theres a good chance that person will get CC'd later in the ticket life but doesn't need to see every email so its easier for me to check a box as opposed to re-entering the email address every time.

I posed this exact question to WHD support and they confirmed that this isn't possible. I agree that its a good product but there are some pretty basic features missing.

What about the Incidents that don't become attached to a problem? I guess it depends on each person's definition of the ticket types. Mine are: * Service Request - I want\need something * Incident - Something is broken for me * Problem - The same thing is broken for a lot of people For me its helpful to break these out and…

This is good to know. I have one myself thats not working right. I thought it was the config but just haven't gotten a chance to tear it apart but maybe its a bug.

Thats how it works. The ticket comes in and we check it for accuracy and then make a change that fires off all the approvals to the stakeholders. As they complete the task it updates the ticket where we can track progress. I have way too many tickets to track as it is so this just works better for me.

In my opinion this remains a huge hole in the WHD functionality and it doesn't even look like its on the radar to be addressed. The result is it leaves us all trying to cobble something together with multiple points of failure. For us a new employee starts with the new hire's manager. I have created many custom fields that…

I need the process to be more automated so I'm going to treat it as an approval request (SW recommendation). Its only a band aid because ideally we should be able to have multiple assignments on a ticket.

Thanks for the info. We are cutting over to WHD on 6-1-13 so I'm still in the dev stage. This is one of the few things I'll miss from my current high dollar, bloated solution I have now. The other being some sort of robust after hours paging and escalation so I am looking into Alert Central for that but there are still…

So if I understand this the process is all manual and no software auto discovery?

I'm not aware of WHD being able to track software licensing but it does discover hardware assets though. I'd love to know what others are using for this. I'm just scratching the surface on MS SCCM so we'll see if I can make that work.

Its unfortunate but the lack of usable updates has forced me to at least look at other solutions (and there are many). From what I can see, SW is behind others in some important areas. It would be nice if someone from SW would at least comment on this. A few weeks ago I was told through a support ticket that a very simple…

You said it was at a company you just left. What are you using now?

No I haven't found a satisfactory solution for this. SW has a new product called Alert Central which gets me there some of the way and has some nice features but my big issue with it is it has no way to communicate back to WHD so I'm left with two places to track on-call tickets. My other option is to use a portion of the…

Voted on this. I really hope they start taking a look at new features that people really want. The last couple releases left me scratching my head wondering where most of it came from. Unfortunately its falling behind on what the business is starting to ask for.

Thanks. I've tried this in the past and was never able to get it to work like I need. Does it automatically send for you when the action rule runs? Thats what I need it to do. I need the email to be sent after approval with no manual interaction. Maybe I'm doing it wrong: In the action rule Actions tab\Recipients I've…

These are features we should already have. A 9-18 month release cycle is an eternity. How do you stay current on emerging trends with a cycle like that?

I agree with this assessment. It would be nice for SW to chime in here and give us a little reassurance and roadmap for this product.

Thanks for the great info. You don't track 1st call resolution rate?

Unfortunately I'm at a point where I feel creating/voting on Feature Requests is a waste of time, as evidenced by this situation. Client reporting should be a default feature yet this Feature Request was submitted 4 years ago and we're still waiting.

It would also be nice to be notified when someone submits a reservation.

Why not post it here so everyone can see?

I'd like to see the checklist but what about the Action Rule email issue thats been mentioned her a few times?

Well, as usual, we get a new product manager, communications go great guns for a short period of time and then crickets.

I'm not sure which post you're replying to but if its the one about custom field order then I don't think this answers it. Basically the problem is this - if you use custom fields and action rule emails (which we do a lot) then you have to keep the field display order static because if you move fields around on a form then…