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LS 7 Helpdesk
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LS 7 Helpdesk
Posted:
Friday, September 14, 2018 3:42:43 PM(UTC)
jkrelic
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Are there any new features to the Helpdesk with LS 7? I am not seeing any documentation on it anywhere.
#1
Esben.D
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Posts: 1,310
posted:
9/17/2018 9:41:57 AM(UTC)
If you want a full overview of the changes, it is best to check our
changelog
. However, just to confirm, there are indeed no help desk features included in the Lansweeper 7 update.
This update is purely focused on asset discovery since we released some help desk improvements at the beginning of the summer.
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#2
Teebs88
Member
Posts: 8
posted:
9/19/2018 8:02:35 PM(UTC)
This is certainly frustrating as there are multiple posts on this forum promising new helpdesk features, namely linked/child tickets, in the next Lansweeper release. Most of these posts reference LS 6.1 or 6.2, however we've gone to 7 without these features appearing. Can we be given an estimate on when these features will actually be added?
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#3
Esben.D
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posted:
9/20/2018 11:15:46 AM(UTC)
Those references are unfortunately outdated and were based on information available at the time. At the time, the plan was to continue version numbering with 6. Which is why you see the references to 6.1 and 6.2.
Along with the development cycle, the version numbering was also revised. Lansweeper 7 kind of marks the beginning of both of these as we're now on a spring and fall release schedule. The features included in Lansweeper 7 were just some of the features that were are the top of the list.
I can't really say what will be in the spring release, as the development process of that update is only just starting. Generally speaking the highest requested features tend to get development priority.
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#4
Teebs88
Member
Posts: 8
posted:
9/20/2018 5:24:42 PM(UTC)
Originally Posted by: Charles.X
Those references are unfortunately outdated and were based on information available at the time. At the time, the plan was to continue version numbering with 6. Which is why you see the references to 6.1 and 6.2.
Along with the development cycle, the version numbering was also revised. Lansweeper 7 kind of marks the beginning of both of these as we're now on a spring and fall release schedule. The features included in Lansweeper 7 were just some of the features that were are the top of the list.
I can't really say what will be in the spring release, as the development process of that update is only just starting. Generally speaking the highest requested features tend to get development priority.
Are linked/parent-child tickets anywhere on the roadmap? This is a pretty common feature in most helpdesk software and I'm genuinely surprised it hasn't been added yet, community demand or not.
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#5
faccin_a
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Posts: 2
posted:
9/21/2018 8:13:55 AM(UTC)
The subticket concept ( linked/parent-child as we want to call it) is very important for those of us who control complex projects.
Now we modify the titles to facilitate searches ... Let's say it's not the best with hundreds of tickets open.
I control every release note in the hope of finding it.
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#6
Esben.D
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Posts: 1,310
posted:
9/21/2018 9:49:49 AM(UTC)
Originally Posted by: Teebs88
Are linked/parent-child tickets anywhere on the roadmap? This is a pretty common feature in most helpdesk software and I'm genuinely surprised it hasn't been added yet, community demand or not.
I wish I could give you specifics, at the moment, we're only just starting to assemble and scope out the features that we might put in the spring release. The development team has to carefully scope out every feature to determine how long development will take and which features we will have time for to implement.
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#7
faccin_a
Member
Posts: 2
posted:
1/16/2019 6:49:40 PM(UTC)
Hi,
Is there anything new about this feature?
This "flat" structure makes things complicated
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#8
harringg
Member
Posts: 124
posted:
2/9/2019 10:35:03 PM(UTC)
Originally Posted by: faccin_a
The subticket concept ( linked/parent-child as we want to call it) is very important for those of us who control complex projects.
Now we modify the titles to facilitate searches ... Let's say it's not the best with hundreds of tickets open.
I control every release note in the hope of finding it.
Not a true linked system, but if you type something like: "See child ticket #12345" in ticket #54321, it'll create a link to ticket in #12345 in the notes field of the existing ticket.
You'd have to do the same to go back to "See parent ticket #54321" in ticket #12345, not elegant, but it works.
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#9
Teebs88
Member
Posts: 8
posted:
2/9/2019 10:44:15 PM(UTC)
Originally Posted by: faccin_a
Hi,
Is there anything new about this feature?
This "flat" structure makes things complicated
They haven't mentioned anything about this feature since they were talking about the v6 releases, before the new development cycle structure started. I'm not expecting us to get this feature any time soon - we're starting to look for alternatives since Lansweeper is missing basic service desk features like this and CAB's.
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