rodegard

I'm confused about this. I ran a test and the 1st response date was not set until the first tech note was created. New ticket Client note received. Did not set the 1st response date Tech note received. 1st response date updated Isn't that what you are requesting the feature change to do?

We are in the processing of moving to a new platform (Web Help Desk). Key for our team is mobility. No one in the support team is really at their desk for any length of time. So we have to have a solution that sends the information to the mobile device issued (tablet, phone). This means additional setup for network,…

All we see is the image below. Was hoping we could setup an option to display the first 8-140 characters of the actual public message so someone would not have to click on the link, Is that possible with the current release?

We use a 3rd party hosted chat service (www.purechat.com). I would like to see some assistance from SolarWinds to provide instructions where I can add a URL link to the chat service from the WHD main page. Then I would get a chat pop-up window. Even better if I can customize the script based on request type. Then it would…

Is the feature to add multiple technicians to one ticket accomplished through the parent / child linking? I can't seem to find an option that will allow selection of multiple technicians on a ticket. I see just assign to tech group or assign to myself. Is the Help webpage updated - if so please point me to the relevant…

I found a copy of the version 9.2 Admin Guide via Google. That version of the guide had more detail and was more informative. For example, the setup of client admin.

The calendar could also be used for on-call rotation. Have a flag for entries 1) on vacation, 2) on call For the on call, use the round robin or load balancing methods to select the tech to assign the ticket to.

I just added a request to provide a way I can add a widget (script) for a 3rd party hosted chat service we are using (www.purechat.com). I can add a URL link to the WHD page, but it would be nice if I can add a widget script on the client pages for a chat pop-up window. Even better if I can customize the script based on…

We have offshore teams where the techs work part of their morning and then back in again for part of their evening. Could not find a way to setup a split schedule. Might also be useful for techs that take a lunch break ?

Thanks. I wasn't aware that changing the status started the clock. I agree with your suggestion - make it a tech note that starts the process.

I added a feature request to add functionality to support an on-call status. Similar to the Vacation box, the on-call status would provide a list of techs within a tech group that are available for on-call. Could then use the round-robin or load balance technique to select the specific tech. I have see other feature…

I used the workaround and it allowed login using LDAP credentials. The issue now is the iPhone app doesn’t allow login using the LDAP credentials. I have to use the changed tech user name and the password on the tech setup page.

I'm not sure what else to look at or try. This action rule setup is working for us. Suggest a call to WHD support. Sorry !

Thanks for the heads-up !

We took the route of having the tech look at the parent ticket. We have to do this anyway as the client does not propagate from the parent ticket (yet – Peter said this was under consideration). So since the tech has to find the client name from the parent ticket, they can read the custom fields. Not the best, but working…

Does the rule evaluate the criteria on all ticket updates?

Milan, Thank you for the update.

SolarWinds replied to me about the inherit client issue. They said they are investigating how to accomplish this.

That’s a good thought. We do have GP to force compatibility mode as several sites we use have varying requirements.

What do you have setup in the rule triggering section of the action rule and the criteria tab?

I have read a few postings on Thwack that confirm what you are seeing - the IDs can match. I am not sure why they can't match in our installation of WHD. But since it's working and the techs are not complaining, I am going to leave it alone for now.

Maybe I am missing something here, but do you have the child ticket's request type associated with the custom fields? My thought is the custom field(s) associated with the parent request type also have to be associated with the request types that you use for the child tickets. So custom field A defined to the parent…

They have found that widget - very useful!

I see. In our case the email is sent when the ticket is updated by a tech. Everyone on the distribution list that is listed in the BCC: field gets a copy of the ticket formatted like the clients/techs see.

Thanks again for your help !

Glad you got this to work. I agree it should be easier !

The interface that WHD provides for getting information (reports) is Ok, but the issue is someone has to sign on and run the reports. In our previous system, about 6-10 reports were produced on a scheduled basis (overnight) for distribution to management and the change board. I have setup scheduled reports in WHD, but all…

Thanks! I will add this to our troubleshooting checklist.

Getting the same feedback from our team. Do not like that they have two systems to check. What we setup was when I tech was not available (either outside their scheduled working times, or on vacation), the ticket was routed to the Group Manager. We setup a Tech called Alert Central and made that tech the group manager. Web…

Thanks for the clarification. Appreciate your help on Thwack !