Solarwinds Take Control

Submitted by (@john.cottier)

Save Session History Notes

In the Problem Description and Session History sections of the MSP Anywhere Technician Console, there are places to take notes, but they are not saved on the console or in the Admin Area.

 

I would like the ability to save notes in the console, and be able to view them later on the console and in the Admin Area Session History section.

MSP Manager

Submitted by (@michael.cobden)

Ticket Status Updates from adding response, notes, time, etc

We are getting all of SLA breaches due to Technicians forgetting to update ticket status'. I think the problem is Techies are responding or working on a problem (so adding a response or timer) and theres no option to update the ticket status within the 'add' sections. You have to save then section and then edit the ticket its self to change the status. That ruins the workflow. What would also be good would be the status ...more »

MSP Remote Monitoring & Management

Submitted by (@neotech)

Add 'Quick Note" on check clearing dialog

Please add an optional 'Quick Note' field on the check clearing dialog that would allow the entry of a description or reason for clearing the check. The text would be saved as a timestamped note. This would allow a note to be added when the check was cleared (if desired) and could significantly speed up the check clearing process if notes are required as a matter of policy. This could also be set a s a policy in wither ...more »

Voting

7 votes

MSP Remote Monitoring & Management

Submitted by

Visual Image/Tag in ticket title "Note Added"

It would be more efficient if all engineers assigned to the same queue would directly see a visual Tag/image that a "Note is added" to a ticket, instead of being able to see this when the ticket is actually opened as is the case now. The implementation could be analogue to the “breach” tag… The “Note Added” tag could be removed for a specific engineer when that engineer has read the note, but it will remain there for ...more »

MSP Remote Monitoring & Management

Submitted by

Add visible tags to tickets like "Note Added, Prio, etc

It would be more efficient if all engineers assigned to the same queue would directly see that "a note is added" to a ticket, instead of being able to see this when the ticket needs to actually being opened, as the case is now. The implementation could be analogue to the “breach” tag… The “Note Added” tag could be removed for a specific engineer when that engineer has read the note, but it will remain there for the ...more »

MSP Remote Monitoring & Management

Submitted by (@haarmanbict)

Custom table with standard client notes

Our support has build a document with standard phrases which are copied into the Client Note field when acknowledging an alert. These notes are sent to our subscribers every Friday at 5pm. It would take considerable less time when these phrases would be available thru a picklist to be copied to the Client Note field. Note: ref previous idea wrt autocopy alert content to TechNote. The note entry dialoque should stay open! ...more »

MSP Remote Monitoring & Management

Submitted by (@haarmanbict)

Option to add alert content Technical note field

Very offten, especially when adding a client note for alerts to review later the content of the alert message (critical event, patched, etc.) is manually copied to the Technical Note field. At least once every week a note report is generated for the support being able to pinpoint alerts which need further analysis

MSP Remote Monitoring & Management

Submitted by (@haarmanbict)

Checks handling-create mechanism to enter standard Note texts

We have our dashboard set when clearing a check it is mandatory to enter a note. It is found that almost always the same set of text is used when clearing a check (like: "Needed reboot reported to user" , "Reset Daily Safety Scan", "Known issue", etc. It would be less time consuming when besides entering free text one can select standard phrases out of a self-built 'library'. Note: with self-built library I mean a set ...more »

MSP Remote Monitoring & Management

Submitted by

Adding / Saving notes with assets

Allow us to add Notes/Additional Information to Assets. From my time supporting, (and i dont know how others feel about this). I would find it very useful to be able to add notes on to my assets. Just so if i am returning to an asset after a while (or if i am viewing a new asset for the first time) an engineer note explaining the asset would be very useful. The idea can be developed further as per requirements of ...more »