patricks

Right.

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I was pretty excited myself. It's kinda like a consolation prize!

As long as the email has the phrase 'Ticket xxxx' in the subject, it will append it to the email. So if they reply to the email, it will add it to the ticket. The only annoyance I've found is that people are fairly likely to include their signatures in it.

Any way you can upload the .msg that actually goes through? (Like go to a ticket, scroll down to where it says 'Updated ticket email sent to xxx' and download the message? I'm sure Gmail's rendering it correctly, just curious.

You should probably mark typhoon's answer as 'correct answer' if that's what you were looking for.

Give that setting a shot. It's under Tickets > Options > Tech Options.

I filed a ticket on it after the 12.1 upgrade, it's a known issue.

Nope, by design it should show the code, just as you typed it. You'll literally see the HTML code.

Yeah, that name is kinda confusing. I wish there was a way to remove the Models section on the right-half. For us, that's useless clutter, but we kinda need to have the left-hand assets section...

uh... okay.

Just thought of one caveat: I'm pretty sure whatever you have as a column set in group tickets is going to show up the same on both sides. Meaning that if you wanted a specific view for your monitor, the tech would have to use that view as well.

In our environment, I do. (Service Desk Tech.) If a user needs a specific report, I'll just email it to them.

What does the screen look like after hitting the pencil? Here's mine.

Ah, sorry I misread. How does your chart look? In my implementation, it shows tickets as far back as 5 months. (I don't have any older ones) What items do you have checked?

If you go to Setup > Processes > Action Rules, you should be able to create one. I don't know if this would actually work or not, but you could try doing an action rule that is triggered only when client updates a ticket, and the criteria is something like Updated by client "blank" within the last "blank" business days.…

tmenke, you shouldn't need to. When you click save, it shouldn't leave the ticket, so you should just be able to select the tech right then and there. (It is a tad annoying that I have to scroll down and click 'save' though) Is WHD not acting like that?

I never saw this before. That's helpful!

Filed a ticket with Solarwinds. Issue seemingly resolved itself after a few days of back/forthing with them, but has since come back up on other users… I can’t find a pattern.

Just timed ours, looks like it's 2-4 seconds for us.

I notice in the ‘History’ that the client is still being emailed the ticket details. I haven’t seen if it shows up on the client side though. Thanks for the answer.

Peter, 'preciate the update!

This is off topic, but this is how your note came in my inbox: Solarwinds can't escape the extra lines!

Thanks jslabaugh, What I'm more looking for though, is for a report on the clients, not the techs.

As far as I know, there isn’t. Maybe something that you can file a ticket with Solarwinds for.

We're currently fighting with the same limitation. How do you email the clients via action rule? Senario: We want to email clients who have an incident ticket when it's automatically closed because the problem ticket was closed. I don't see an 'email client' option.

AH! I’m unfortunately not aware of how to do that. Doesn’t seem to be an obvious way

Worked great! Thanks a ton!

nope -- Patrick

That would be actually something I'm interested in as well. Peter, in the example Andrea used, I may use that to save a step. Let's say I'm working assets in WHD, and I get sidetracked and start browsing Thwack. Here's my current process when a call comes in: 1) Switch Tabs back to WHD. 2) Click Tickets 3) Click New Ticket…