percyplant ✭✭✭✭✭

this a built in feature, once the ticket status has been change to Completed an email is sent for confirmation to the client, you can advance that to Closed if the do agree or reopen ticket if they disagree.. See in ticket settings - Status Types - Under "Completed" status enable - Prompt Client to Confirm Ticket…

You would need to move the tickets from their child request types to the parent request types. Search for all those ticket with a sub-request type, then change them to a parent using a build action. Ensure that all tech are also available in the parent request type, and the custom fields are also available to ensure no…

the custom field will need to be selectable list e.g. pop-up menu, not free text Text custom field will not appear in reports

Anyone using WHD 12.7.2.39 with assets and had an better luck with duplicate assets?

If you mean by keeping the current notes within an asset, and append to them via an import. First export the assets, then copy and paste those details into an import template, add your additional notes, then import. You can use the asset number as key sync field, or serial number to ensure you import and merge the correct…

You can rename the status Type to your choice, we start with Pending, then Assigned, Then Started, The On Hold, then Completed, then Closed.

 When I download the Windows 12.7.2.30 version I get 12.7.1 instead... Also - I there a way to paste images straight from the clipboard into this forum?

Installed 12.7.2. RC2 on a test workstation, without any configuration changes, went straight to Client interface, opened ticket #1, entered some text in the activity box, clicked Save button at the bottom, now stuck at the screen, with the blue circle: Note, I didn't click on the "+" plus symbol, just the Save button. It…

https://documentation.solarwinds.com/en/success_center/whd/Content/Release_Notes/WHD_12-7-2_Release_Notes.htm Anyone have seen any issues with this release?

Click the printer icon within a Ticket, and print to PDF

Thanks for the update concern 12.7.2.RC1, but I don't see a new RC download in my customer portal

When a Tech adds a note ask them to add the time spent "Work Time" (in Hours and Minutes) working on that ticket. You can then create a Report using the a Billing Report

I would request a feature with SW to add a onmouse over with the text to show a hover box when you move your mouse over the text to reveal the whole history entry text

Do your clients have a location?

check to see that they (the techs) are all in the same Tech Group. Each tech group will be aligned to Request Types, this will determine how many tickets they see in their Group Tickets tab Chris

In the FAQ section Move your mouse over the Preview arrow icon, right hand click and select copy Link / URL you should see something like: https://helpdesk.yourcompany.com:8443/helpdesk/WebObjects/Helpdesk.woa/wa/FaqActions/view?faqId=1 The number on the end is the FAQ number, change this to what ever the FAQ number you…

you cannot submit tickets to parent request types if they have childern. consider creating a custom field with your Network request type and remove the "enable network port" sub request type Use the custom field to define different types of Network support queries.

while are here, how about Teams and Slack WHD intergration e.g. create tickets, stream feeds into chanels etc

It's worth checking your Tech Groups to see what Request Types and techs you have assigned in them, if you don't appear in the list you might not be able to see them in the My/Group tickets view. Additional there is a know bug which some tickets don't have their status set correctly even when they are labelled so. To check…

can you give us a insight which defects and items the engineering team are working on ? ta Chris

For the Mobile/iOS Application updates, is there going to be a function that allow techs to add a client to a ticket. My example is, if a child ticket is created using task which isn't assigned a client and that a client is required, currently a tech cannot edit/saved that ticket in the mobile interface, as they have to…

Yep, we've had this problem for years. Like you said 12.6 doesn't fix it. Please add another support call, they might eventually get this fixed !

We had a development system with SQL 2016 which appeared to work fine. We have reverted back to SQL 2012 for support on our production system though.

if it's a text custom field you can define a query with "Is Equal to" and leave the query blank. Chris

Company is related to the Location of the Ticket, change the Location of the ticket, and you will see the Company field above (or below) the Location in the Ticket Details panel and also the column view in Group/My Tickets. Also in setup you need to align you Locations to Companies. regards Chris

it's broken for me too. It seems to take you to the History tab within the client interface instead. We need this working ASAP before we can upgrade !

I have the same problem... I have a support call with Solarwinds, which is basically the Survey function is broken in 12.5.1.88. It also breaks closing tickets, e.g. automatically make complete tickets after a period and set them to close. This never happens now. The only fix is to remove the survey attached to your…

Are these clients also techs? If they are tech too, then you need to change their tech permission to not allow them to edit 'Request Detail' (untick it) In 12.7.1 they (clients) can't edit the "Details' field once it's been submitted... But they can add notes

We used a ticket custom field, where it set using a set of action rules which look at how a ticket is created, example below Action Rule #1 - Created by a client in the Client Interface Action Rule #2 - Created by a client from an email You can also set the "ticket creation" method if a tech creates a ticket on behalf of a…

We are setting the status to 'cancelled', then don't report on ticket with cancelled status