kjette

* Why can't I just email the whole ticket through an action rule instead of having to build it field by field in text only? Since the custom fields are added by display order, if I change the position of any of them on a form it throws all of the numbers below out of sequence and then all subsequent emails are showing the…

Thanks for taking time to answer these point by point. I'm reposting the ones I asked that were never addressed: * Why can't I just email the whole ticket through an action rule instead of having to build it field by field in text only? Since the custom fields are added by display order, if I change the position of any of…

Wow, when you lay it out like that it looks even worse than I thought. I think a lot of us are moving faster than SW. You can have all the loyalty in the world but when the business is asking for things you can't deliver it becomes a problem.

First of all, thanks for interacting with us. Its the most we've had in a few months and I'm sure we all appreciate it. So since you used the term "velocity" can I assume you're using the Agile\Scrum process for releases? Not quite "Voila!" on the Client report. That just gives me Tech created tickets This should be moved…

Something that would allow us to hide Request Types that are no longer used would be nice. You choose the way. To have to indicate on the list with a "z" to NOT select it is not a good process. This, to me, is just a no brainer so the real question is why are we even having this conversation? If you want to know whats…

I am actively reviewing replacements for WHD. I no longer have the motivation to fight for what I think it needs. With that said, I can say that the ones I'm looking at are true ITIL solutions but they come at a cost. I think SW feels like they're giving everyone their money's worth and if you need more then they can't, or…

So, I'll chime in here. I think its time to accept that this product will never become much more than it already is based on the fact that its one of the lower priced solutions on the market. I think they've wasted time over the years on features that not many people use rather than offering a solid tool set (part of a…

I agree 100%, well said. Heres the consequence of a slow dev cycle - I have a new CIO asking for things I can't deliver from WHD but are available in other solutions (and he knows it). One of two things are going to happen - 1. SW comes through with a great upgrade....soon. 2. CIO says enough is enough, start looking for…

I feel like SW took their best shot at enabling this type of functionality with Alert Central. Once many of us became adopters they stopped supporting it and it died on the vine. I know there are still people using it (don't think its available for download any longer) but I couldn't count on an unsupported app for…

I'll add one optional step to this process - You can also edit and save a new column set and include just the columns you want. Before downloading to TSV, select the new column set and the TSV will only include those fields.

It would be nice to get ticket details through reports but as far as I know you can't. Reports are for more high level metric related information and ticket details are only available through queries. I'd love to send my service desk staff a report each day with open ticket\sla information.

I have not found a way to do this but it would be nice.

I'd be interested in hearing more about your Incident Management Process. We're on that road too. As far as ticket type, I found that we were getting more Incidents than Service Request (about 98% of tickets come through the web portal) so I set an action rule to change everything to Incident as a default when it comes in.…

Will you by syncing your users with LDAP (very easy to do with WHD)? If so you won't need a separate password or a way to reset it.

Unfortunately this is not possible. I've struggled with this from the start and while you can spawn as many tickets as you want from a task it will not populate information from the Parent. The only way I got around this was to treat a new employee ticket as an approval request. When a new ticket is entered it creates and…

Bulk actions are handy but they'd be a lot better if you could control the usage. Once you create one and set it as Shared anyone can see it. I have several different groups that can see everyone else's bulk actions.

SW has confirmed this as a bug. They asked for some logging which I provided.

We are also having this issue. Once I unchecked "Limit to Assigned Tech Group" it started working again.

It would also be nice to have a client ticketing system that actually reported on Client activity such as top submitters for a specific period of time.

I wanted to do this too but had more sources to track (Phone, Service Desk voicemail, walk-up etc) so I created a custom field called Source and populated the dropdown with them. Ticket close procedures require a selection which I can run reports on.

It would be nice if theres a way to do this at a global level but the only way I know of is to enable it for each client individually in the Client's properties and checking the "Allow e-mail updates on any ticket" box.

I may be wrong but I do not believe this possible. I think the address in an action rule email has to be specified and not populated by a field.

I set the first ticket number in WHD a few hundred past my highest number in the old system. Imported tickets numbers will reflect the lower ticket number and allows me to distinguish the new from the old.

I know SW released this feature with a lot of fanfare but for me, and I think the OP, I don't want an extra 10+ tickets just to on-board an employee. A much better solution would have been to allow multiple assignments on a single ticket which is what other solutions do. My workaround is to use the approval request flow…

This can be done with custom fields which you can hide from clients but display for Techs. You'd tie it to a Request Type and when its chosen the field displays.

I've been down this road before. Per SW support they do not support client reporting. I to would love to have a report that shows my heavy hitters.

This would be helpful and I'll add one more - It would be nice to have a way to NOT allow a tech to close or resolve a ticket if the request type is still the default thats assigned when the ticket is created by the client.

I had something similar and was able to supply what they wanted by configuring them as a Client Admin. Not sure if that would work for you but maybe worth a look if you haven't considered it.

Interesting that this has been the release schedule for Alert Central which is a free product. * 1.1.5, released on April 15, 2014. * 1.1.4, released on March 13, 2014 * 1.1.3, released on January 28, 2014 * 1.1.2, released on January 7, 2014 * 1.1.1, released on December 10, 2013

I was just thinking the exact thing recently. Would be nice to have some new features (or include some of the no brainer missing ones).