quiglax

A potential workaround is linked request types. So if you have a 50 step process, maybe break it into 3 linked tickets and group the tasks in the checklist that way. You can do it with the limit of 10, but I agree with the requester that 10 is too low, and 25 is more reasonable for a general use case. Another work around…

Thanks for your reply. Yesterday afternoon, I heard back from our tech at Solarwinds who mentioned that this was being tracked as a bug, so there is potential that this gets addressed as a hotfix, or in a quick minor release. But I echo your comments on pace and quality of development. I think Solarwinds has a hidden gem…

I think this is more of a bug then a feature request. We are experiencing the same problems, but according to the docs: Search for a ticketEnter the ticket number, ticket status, or a group of words contained in the Subject, Request Details, or Notes in the Search field, and then click the Search icon. So it is supposed to…

It would be nice for this to work in a number of ways: 1) Tied to the categories like FAQs, so that you can define canned responses, and only responses appropriate to the category appear in your options under the tech notes field. 2) Global and Personal like search queries. This will allow setting up of global responses…

We also use WHD for billing out time on client projects (a single ticket being the project) and would find this valuable as well.

Agreed. We are linked to LDAP and have imported over 30,000 user accounts, so looking up by first and last name in a lot of situations can be a bit tedious.

I echo the need for this. My group currently uses WHD to support our department in the University. 8:30 - 4:30 M-F type thing. When we have vacation days, or snow days, I go in and change the calendar to times in the past, and uncheck dates. But that is a pain. We are about to roll out to a Student Support unit, and their…

I reached out to support, and this is indeed working as designed. There is a mention of it in the release notes, and luckily I caught it on the second time around before we completed the upgrade (which was to be next week), as it would have completely broken our installation. We rely heavily on this ability to toggle…

That did it. Not sure how I missed that the first few times through the Admin page. I also enabled secure-delete, so the should be gone from the DB as well. Should help keep the DB mean and lean. Thanks for the help.

It still seems to be a thing, at least in 12.7.1. If you have a widget on your dashboard, and click on the three lines menu, then click Options, then click JSON next to Raw Data, you will get the output in JSON format. That may or may not help you out.

Hello Maria, Thanks for the response. But I don't want to delete every ticket, just a subset that I can return from a search. I could delete them from the DB directly, using a call based upon what is in the KB article, but that is not ideal. We do have email set up on our instance. I read through the admin guide, but I…

I've seen this happen on our server quite frequently. Still not sure what causes it or how to avoid it.

Can't offer much help except to say "me too". I've noticed that behaviour as well. When I was setting up a lot of custom fields, I created them and didn't associate types. When I received the error, I would restart WHD and keep going from there. Once all the fields were created, I would then begin associating them to all…

Hello Chad, I don't think this is possible. You can control what details get sent out to everyone via email in the settings. The best we have been able to do it email the detailed ticket information in the CC. Another solution to this problem would be to have multiple clients on a ticket. But that isn't possible either.…

Another solution is to use the WHD API and write a webpage that pulls out your tickets, and the essential details (maybe subject, and client) and lists them on a web page. That way you can expose as much of the queue as you want, but still protect information. If you don't have any experience with the API, I can probably…

We use it the same was as deeman. Software as child assets. And the software set up as multi-install. We also sometimes link other items to a "master" asset for a user. So if we have a computer tower, we may additionally assign the monitors, adapters and printers as child assets. In some cases, we may have a KVM, and then…

I've had similar situations, and what I've done is either: 1) Override the approval (click the checkbox) that will approve the ticket, and free up the ability to change the status. 2) Or in cases where that wasn't appropriate, I changed the request type to something that didn't have approvals, and then a little trash icon…

We are about to expand this to another units within our department, and the managers of those departments are more hands off of the day-to-day runnings of their help desk. So a Report Manager type lite role would be great. Ability to manipulate reports, view dashboards, and read-only tickets would be great. Also, the…

Using this query, I can see all tickets which haven't had surveys sent: SELECT JOB_TICKET_ID,concat(FIRST_NAME, ' ', LAST_NAME) AS 'name',CLOSE_DATE,SURVEY_RESPONSE_ID,ASSIGNED_TECH_ID FROM JOB_TICKET LEFT JOIN TECH ON TECH.CLIENT_ID = JOB_TICKET.ASSIGNED_TECH_ID WHERE PROBLEM_TYPE_ID = 87 AND STATUS_TYPE_ID = 3 AND…

We have been using WHD for 8 or 9 years now. The metrics we track have varied, but currently we regularly track: - First response time - Average time to ticket completion for each of our priorities. - Number of tickets to meet/miss our targets (calculated manually) - Types of requests of each type - Client satisfaction…

If the assignment to the Director of Technology is simply for the approval, then you do not actually need that step. 1) What you should do is set up your request type as you have. 2) The tech group that responds to that request type (at level 1) should be set to assign the ticket automatically to the lead tech. 3) It…

Agreed with pabely. Only options are to have a list of custom fields to manage your options, but you can't put them side by side. Using the API you can create whatever you want on the front end for the client (so it can look exactly like that), but in the backend you will have to use the normal custom fields. We use WHD…

Can't set auto-close because that will affect other approvals. So how about a task? I haven't done anything with them, but it looks like you can check for a request type, and status. Maybe you can create a task that when this request type status is changed to approved, set the ticket to closed? Someone with more experience…

I think if you change the status, then that also triggers the first response timer to cut off.

Fluffy, that is a great summary of usage metrics around the platform given a few scenarios. We have struggled at times with slowdowns, and still regularly restart the platform. This might be a great thread in which to list setup and usage scenarios. I'll have our primary administrator post some of our details, but we…

We initially used something called OpenAudit to do our inventorying, and then brought it into WHD. That part worked pretty well, but in the end we scrapped it all. The way it handled software licenses was useless from an auditing point of view. We then deleted all of the assets in WHD and instead created them manually. We…