cancel
Showing results for 
Search instead for 
Did you mean: 
Create Post

What We're Working On for Web Help Desk

Level 15

To receive updates on the WHD roadmap, JOIN thwack and BOOKMARK this page

We are currently in the planning phases for the next release, based on user feedback we are investigating following areas. As we move forward we will update this post to reflect what we are working on short-term.  If there is anything missing or arguments to move things up, vote on product ideas or post a comment.

After release of Web Help Desk v12.2, we are now busily working on some new features and enhancements to the product. Here is a preview of some the features:

  • Parent-Child relationship
    • Ability to link tickets without any limits, group related tasks and track them under same parent
    • Automate processes like "New employee" or "Employee termination process"
    • Ability to track ad-hoc projects or simply related issues
    • Get view on progress of child tickets, status and who they are assigned to
    • Some relevant feature requests:
  • Change Management, for example
    • "Change request" ticket type to better distinguish between service requests and changes
    • Ability to report on changes
    • Automation of change requests
    • Note: We are still in planning phase and you can influence priorities and change management feature in WHD now! Please vote for more change management features here in this survey and comment in this forum
  • Log export for easier troubleshooting
  • Asset Reporting
    • Purchase Order reporting
    • Parts reporting
  • NPM integration improvements
  • Ability to export reports to Excel
  • Ticket Approvals from Tech interface
  • iOS Application improvements

PLEASE NOTE:  This is NOT a commitment that all of these enhancements will make the next release.  We are working on a number of other smaller features in parallel.   If you have comments or questions on any of these items (e.g. how would it work?) or would like to be included in a preview demo, please let us know!

37 Comments
Level 10

Good list of improvements there.

Custom email templates and improvements to the reporting and it would be better than good

Level 15

Thanks for feedback!

Level 9

I saw that you mentioned in another thread that you guys will try to introduce features as they are completed rather than in big updates as you currently were doing. However, I notice that this post mentions a lot of features. Are these features going to be getting introduced in smaller updates every couple of months or will we be seeing them in one big update like in the past?

Level 15

Good question. This post will probably get updated more often over time and these are only some of the features we are looking at (it's really early after 12.2 release). We didn't want to keep you in dark, but communicate better, what we are researching. So take this as a preview and we will update it as soon as we come closer to the release. This is also lot of features, so we will definitely need to take stepwise approach.

Level 12

iOS is big for us here. Hoping that your iOS updates include

Asset Search

Adding Assets to Tickets

Bar Code scan in Asset # field (so we can use our iPhones as bar code scanners)

Asset Inventory

Plus, I like the sound of the feature enhancements listed. Looking forward to the next update (is there a target date?).

Level 15

Lot of features and some of them big, some small. Please make sure to vote for them on Web Help Desk feature requests page or create a feature request if it is not there yet. There is no target date yet, we are still investigating all of those features as it's very early after 12.2 release, unfortunately we are also still limited in what dates we can communicate, but I'll make sure I update community as we move forward on items are looking at more closely. Thanks for feedback!

Level 8

I can offer many use cases for parts reporting. 

I can query parts, but need to be able to export parts purchased or used for a given customer.  We are having to access the table manually to get the data currently.

Let me be your tester.  I have months that may have over $18,000 worth of parts.

Thanks, Susan

Level 15

Hi Susan, thanks I made a note!

Level 8

One of our help desks biggest pet peeves is that we can't open multiple windows/tabs.  We can't search previous tickets, solutions, or even the FAQ in tandem with the current ticket.  We also cannot work a user created ticket and leave it open when we get a call, we have to update and close the ticket we are in and then open a new one for the user who called.

Level 9

Are there any plans to bring in an Alert Central type team on-call assignment scheduling piece? It would be nice to be able to manage this all from one application. This would also be a good ticket assignment option to have in addition to the round-robin and least busy tech options currently available.

Level 15

This is limitation of the framework which was chosen for WHD in past (actually before it was acquired by Solarwinds). We are aware of it and are working on a plan to improving this behavior in future. This is however a huge task, as we must basically rewrite big part of WHD, so to set expectations it will probably take some time. You can see first results of this work in last release 12.2, where whole FAQ part is already new and rewritten. It will also bring other benefits, like better support for larger installations with many locations or Techs, thanks to various UI improvements. Check it out.

Level 15

I'd love to know more details on how exactly this could work, I'll contact you over email to better understand what you are looking for.

Level 9

I sent on some more information about the request. Please let me know if more information would be helpful.

Level 7

Peter, i also requested this feature under Case: 744579

Would love to see it in a upcoming release.

Thanks.

Level 8

I like the idea you are looking at unrestricted linking of tickets. This is one of the biggest pet peeves of mine with this product.

I'm hoping you implement it recursively... Such that any ticket can link to any number of tickets which can link to any number of tickets. So, for example a user can ask for a new environment. Then my automation creates 6 host build tickets which link to the original request. Then the host build automation creates sub tickets for network connectivity and VM container creation which link to the host build tickets and so on. 

Level 10

WebHelpDesk is a wonderful tool and serves us well at the moment, but the lack of linking tickets to each other is a real draw back. If this is implemented in (near) future update than the product has improved immensely. Hopefully we won't have to wait too long for this new functionality. 

Level 12

Ditto!

Level 7

Hello eber123

This is an absolute nightmare for us. My IT team has completed over 11 thousand tickets in less than one year. When one of our applications goes down, the HD staff will get multiple emails to support as well as calls for the same bug or issue. What the staff does today to get around it is simply open another ticket and reference all the other tickets. A real time killer for the shift supervisors. Lacking this feature could force us to another product because of the productivity loss just managing the linking (no threat, just our team's reality).  I hope it is addressed in the next release.

Level 12
Level 12

Well… yes and no. You can link incidents to a problem (haven't really tried

it yet), but

In the list, will there be a Problem that will reveal all the individual

incidents, which when all are resolved, close the Problem?

If so, then this is on the right path. Can the terminology be modified.

Instead of "Problem" rename to "Project". Instead of "Incident" rename to

"Assignment" (or something like that).

Can all the incidents be given individual Scheduled Dates? Can resolving

one of these Incidents automatically open a new incident and assign to a

new tech (part of a workflow)?

I am hoping to Create the Problem (Project) and after, create the Inidents

(Assignments) as part of the Project. From the documentation, it seems like

just the opposite. You take a bunch of incidents and create a problem from

them. Again, I haven't tried yet, so I may be mistaken.

So, it may be that we are there except for the Terminology. I would really

not want to call a Project a "Problem".

Bryan VonDeylen

Neenah Joint School District

410 S Commercial St

Neenah, WI 54956

w: (920) 751-6800 x123

m: (920) 527-8543

On Fri, Jan 30, 2015 at 11:28 AM, conners <

Level 12

Upon further investigation, the Problem/Incident wouldn't work for

Project/Assignment.

Linking Incidents to a Problem just displays the "Incidents" within the

Form View of the Problem ticket. There is not indication in List View that

the "Incidents" are part of a "Problem". Not Good.

Looking at a "Linked" Incident in Form View will show you the "Problem"

ticket, but does not show the other "Linked Incidents". Not Good.

The "Problem" Tickets is really just a 'glorified' Incident Ticket. In a

Project Ticket, it should look different (not a normal ticket, but made up

of normal tickets). The Project Ticket should show all Assignment Tickets

with their scheduled due dates and tech assignments and notes.

The BIG improvement needs to be the List View though. A Project Ticket

needs to have a "Reveal" triangle to show/hide all Assignment Tickets.

Bryan VonDeylen

Neenah Joint School District

410 S Commercial St

Neenah, WI 54956

w: (920) 751-6800 x123

m: (920) 527-8543

On Fri, Jan 30, 2015 at 12:57 PM, Bryan VonDeylen <

Level 10

Hello,

I believe there are a few similar, but different, processes:

Incident / Problem

Various incidents can (or will) create a problem. WHD already can deal with this.

Linking tickets

Linking tickets can be more "lose", or "structured" in a process. For the first part WHD does not provide an option (which is very sad, because it would be so helpful for day to day work), and for the second I let to believe there are some options.

Projects

WHD does not really cater for (small) projects at all. That option would be extremely useful (again for small projects. I don't believe that is would be feasible to implement a more substantial project option).

But as mentioned above we might enjoy the new option of linking tickets (again, can't wait for that).

Regards,

Eberhard

Level 12

Add to your list

Tasks

Can create multiple Tickets in sequence,. Which gets it closer to creating

a Project (but not quite).

Bryan VonDeylen

Neenah Joint School District

410 S Commercial St

Neenah, WI 54956

w: (920) 751-6800 x10138

m: (920) 527-8543

On Fri, Feb 6, 2015 at 10:45 AM, eber123 <

Level 15

Great example of usage, thanks for sharing this Scott!

Level 12

Are these features progressing? If so, is there a timeframe when we can expect 12.3?

Level 8

I would like to know a timeline of when some of these new features will be available? Our area is really struggling to get "Work orders" functioning with this product. We are trying to use action rules and tasks together to have looping with email rules to generate new tickets but it is extremely frustrating because we loose the relationship between the parent and child tickets.

Level 12

Sign up for the 12.3 Beta!

Level 8

I would love to sign up for the 12.3 Beta!!!

Level 14

anania-t
I believe they meant literally.

Sign Up for WHD 12.3 Beta!

Level 12

Hi Peter,

Do you have any WWWO List for WHD12.4 yet? You published this list quite quickly after WHD 12.2 release.

Thanks

P

Level 8

What about the APP for IOS? And why does Spiceworks have a better APP for iPhone/Android that WHD? I need to add tickets on the fly, when I'm walking around the office, and the APP for WHD is so old and dusty, it looks like you guys don't care about it. You can't even open a new ticket on it! Don't you think this would be useful for Admins who constantly have Drive-bys when walking around the office? And yes, there is a "Standard Interface" option on the APP, but it's a pain in the a-- to get to it if you do get a drive-by. At least can you put a new ticket function in your APP for IOS and Android? Look at what Spiceworks did for Drive-bys, it's pretty cool....

Level 10

Heard anything regarding any upcoming updates to WHD.  Is 12.4 (or whatever you want to call it) on the horizon?  I'm just curious thanks.

I would love to see an improvement to the date selector for the reports, i always forget to reset the date, can't it default to the current month or day?

Level 9

just love the support (or lack of) from Peter updating these pages and diligently working on the once a year (maybe 2) update. 

Level 9

Love this product, but feels like SW is abandoning it... Any updates? There are so many bugs and features that we would all like fixed and implemented, but if 1 year will pass between updates, we should probably start looking for a new solution. This is really frustrating.

Level 9

mdedmon - get used to it. Ever since SolarWinds took over this product the updates have been on average once a year and the updates they do are very minimal updates. Then customers were promised that the policy has changed to include more updates. The most recent update is 12.4 beta which again seems very minimal (Peter only mentions security updates but no mention of any other improvements or features). The creator of this product would be shedding a tear based on the lack of updates and improvements. There have not been any improvements worth noting. The only thing keeping us a customer is this product is still a great product that SolarWinds inherited but they have not done anything to move this product along.

Level 7

Some news would be better than no news in this blog.   Any update as to product enhancements and release dates?   Thanks.