Comments
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To further elaborate on this, it would also be nice to see any other tickets open for this person and any tickets open in that room. If another tech has a ticket with that person or in that room, you may be able to provided the other tech with additional information based on what you observed when completing your ticket.…
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Great idea!
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You may want to look at why you're using the "Open" and "Working" status. * If you're using "Working" to track that some amount of work has been done on the ticket, why not just use the "work time" feature in tech notes? * If you're using "Working" so that other techs don't grab the ticket, simply don't assign tickets to…
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sinfan doesn't this feature already exist? Just uncheck: Setup > Tickets > Options > Asset Number Lookup for Client
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Ah, that makes sense!
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A free "view-only" user who can run reports and search tickets, but not update them would be nice as well.
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Yes, there is a difference. Client admin can't do advanced ticket searches or build reports.
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peter.kruty, I agree with jwillis. This is a workaround at best. Why not simply rename the "Tech" field to "Primary Tech" and then add a new field called "Contributing Techs" and allow multiple contributing techs. Then reporting, alerting, and escalation could be based on the "Primary Tech." At the same time, this would…
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To solve that problem, we set the Minimum Priority for SMS E-Mail and Minimum Alert Level for SMS E-Mail. So our techs only get SMS notification the most critical tickets. Then under Setup > Mail > Templates > SMS Message we use the following template: *<priority_type>* <client> <location> Rm:<room> <report>
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But seriously, the only thing I can suggest is forwarding it to your support email with the subject: Ticket 123456 Where 123456 is the corresponding ticket number. It will show the note was created by whoever forwarded the ticket, but at least it's there.
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Be sure to vote up this idea and add your comments to it. https://thwack.solarwinds.com/ideas/2252
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We do this as well. Normal users have no color and important users are red.
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What alternative solutions are you considering?
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Under Techs, select a tech. Then scroll down and check "SMS E-mail enabled" In the SMS e-mail address, enter the users SMS email address. Example: If the tech was a T-Mobile customer with the phone number 555-123-4567, their sms e-mail address would be 5551234567@tmomail.net Here are the sms email addressed for some common…
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We use MySQL for the database backend for this very reason. Since the reports in WHD are so lacking, we can just build our own by querying the DB.
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While we're talking about assets, I have a feature request. When adding new devices, it would be nice to have a way to bulk scan in new devices. For example, if I have 500 laptops that I'm unboxing and tagging, it would nice to have an interface where I could scan the asset tag and serial number to enter the device in…
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* What other products you are using besides WHD for asset management?* Meraki, ARD, PDQ inventory, custom-built solution * Were you the one who chose and purchased those other tools?* No * Are there problems you would like WHD to solve rather than these other tools?* Better Mac OS support. Hijacking ARD just isn't cutting…
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We're in the same boat as others. A major feature roll-out needs to happen soon or we're jumping ship to another product. I'd rather see more frequent I'd rather see more frequent small updates instead of massive updates every 9-18 months.
