SolarWinds MSP Ideas Ideas

In Service Desk I can to assign SLA by queue and it allows more control to manage SLA on the tickets, because some tickets of the customer require a different SLA.

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 »

When we reply to an assigned ticket or start a timer on a ticket the status should change from Assigned to In-Progress. Likewise when we set the ticket on hold or pending customer reply and the customer replies it should be taken to a pending technician review status or something similar. We are still missing important messages since the system continues to e-mail us for the changes we put into the system, if we made ...more »

We can have and create different SLAs rules, to measure for example: "response time" and "conclusion time". So when I receive a SLA Alert/Breach email I want to know what is the related SLA without having to enter the system, please make available some SLA system variables in Mail Templates, like the existing ones {ctr_org} {subject} {id} {ctr_title} {ctr_used} {ctr_limit}. Today we lose control, we have to access ...more »

We sell different plans for customers, some need 8x5x6 and others 24x7x4. Service Desk treat both as equals, and that leads to bad SLA warning and breachs, hard to choose right priority. I think its a must to be able to create multiple SLA Levels and set the right SLA for Customer and/or Contract. Rules should consider SLA Levels too..

We have wrong SLA breachs because the system does not know when it is a Holiday or not. Its a must, have a place where we can configure the holidays.

Hi,

It would be great if we could assign SLAs with both customer and site criteria. If we for example have different SLAs for different rooms.

Regards

MAX RM is getting big...It depends on many different part and functions. Even small outage on a function (like MAV, Checks, Networks, backup) creates a huge hassle for the tech guys trying to figure out / solve. When we eventually call support they are swamped with calls on the same problem. We need a quick "MAX RM service status" icon / window built in to the dashboard that shows current status on MAX RM. A icon / windows ...more »

1. Adding criteria to SLA to choose 'contract' customers 2. Option of adding more than one attachment to new tickets and responses 3. More text formatting options including highlighting, colours, etc. Response windows are still clunky and freeze 4. When closing a ticket, the opinion to print the invoice there and then 5. When viewing old tickets under the 'customer' to see the ticket close dates 6. When time tracking, ...more »

Ability to create a contract / SLA based on a number of tickets, in stead of a number of hours.

When you are creating a new ticket from within the board you choose Organisation as the first field. However, today you depend on a separate document to know what type of SLA the customer has (SLA1, SLA2 etc). There should be a way to easily see more information about the customer when creating a new ticket. You could for instance show an overlay of the Notes field when you mouse over the organisation field after choosing ...more »

The majority of our customers take 24x7x365 monitoring and as such we receive alerts through the night for them via SMS. We have some customers who only pay for 8x5 working day support and we would like to stop alerting outside of office hours. Currently, as it stands, I have to move the SMS number from the root of the alert settings dialog and populate all my 24x7x365 clients with this information. As an added ...more »