kjette

You can run Action Rules on Priority but the limitation here is the fact that you can't use the field tag <client_email> in the Recipients box of the Send Email option of the Actin Rule. For me the severely limited options available for sending email through an Action Rule is one of my biggest issues with WHD. The fact…

How many employees are we talking about? If its not too many maybe you could create a custom field for Manager on the Client profile and add his name to it. Then create a rule to to email him when a ticket is created with his name in the Managers field. Also, I would encourage you to upgrade to the most recent version of…

I have a question about this - Does SW depend mostly on Feature Request voting to decide what will be included in future releases or is the dev team coming up with their own improvements as well? To me this is such a basic feature it should already be there without having to go through the long voting\dev process. WHD is a…

Another option would be to use a Bulk Action to assign it to yourself before merging.

I reviewed Trackit when I was deciding on WHD and the deciding factor for me was I couldn't create custom fields to display on the client web portal which I use a lot of. 

I went a different direction and use an approval process when I need multiple techs to work on the same ticket.

And you won't see it either. Theres no way to assign more than one tech to the same ticket although I think they've said its under consideration for a future version. Since they're version releases (I don't consider them new versions but builds) can be up to 18 months apart you'll need some patience. They will tell you…

I would love to do this also. If I had to do it over again I'd go straight to SQL.

Its disappointing if this release is only security related and if its not then SW needs to communicate that. There are several basic features that should already be included that aren't. When asked the default response is to submit a feature request. Here are the top 5 right now and none relate to security. FAQS LINKED TO…

I asked SW support this exact question back in January and was told no, its not possible however they have added a Feature Request for it. I ended up adding a custom field called Ticket Source and populated it with Self Service, Phone, Email, Walkup, IM etc. Its now a required part of ticket processing.

As crazy as it sounds, there is no Client reporting. Yes, I would love to know who my heavy hitters are.

I just went through a period of slow performance and found that the JVM memory was maxed so I increased it and its much better.

I can't remember where it is but theres a setting which allows/or not the ability of the Client to reopen a ticket. If set to allow then when they reply to a closed ticket it will reopen it and add the note. 

I have found that once you CC a ticket the address stays there unless you change/remove it. I find the checkbox useful because many times our tickets go in different directions and I don't want the CC address emailed every time especially when it goes back to the Client.

I guess it depends on what "Solarwinds alerting system" you are referring to (Orion?) The only way this could happen is if your alerting system knew the original WHD ticket number and you had some way to get it in the Subject. I'm not sure if you can change the priority but you could change the ticket status.

We are using Alert Central for our after hours paging. Right now its just our after hours staff creating a ticket and then automation takes over and sends the alert to AC. We're ramping up Orion and plan to us AC for that as well be we aren't there yet. My only issue is that WHD has no integration with AC so the alert info…