Helpdesk / Ticket System

Hi,
We don't have any specific helpdesk/ticket system integrated but it's simple to integrate it with the web protocol handler:

http://blog.devolutions.net/2014/06/a-dream-come-true-web-protocol-handler.html

@David,

Since your comment, has there been any addons/extensions to support an integration between some sort of IT ticketing system?

HB

Not yet. Do you have a suggestion?

Regards

We did a lot of testing and went for www.helpspot.com it is very simple, but can master a log of things. We have it on site but it's the same price if it's hosted. It has a Zapier integration and a great API. We are using it for 5 years now, and are still very happy.

@David,

Is the existing Task system extensible in any way via Addons or other means? Seems like this area of the application could be developed a tad bit further to enable some sort of workable ticketing system. Ideal features it's currently missing:

1) A way to relate/link to other tasks
2) A way to update a new comment/description to a task that is SEPARATE from the original comments, that way you can see the tasks progression (with timestamps)
3) HTML Editor view for the comment/description
4) Easy hierarchical view of task items (i.e. if I click a folder, then when I view tasks I should have a option to see all sub-layered connections Tasks as well)
5) A way to prevent a connection/entry from being able to have a task (i.e. When you want all tasks to be added at the folder level vs a connection/entry). Perhaps this would be disabled by default (or opt-in-able).

Ideally, these would be great areas of improvement for the application itself.

HB

Thank you for the ideas. I will create a ticket for that.

Regards

Did something happen with that ticket? 🤣

We still see RDM as our Main Tool and would love to see all tickets under a server.

Also a good HW/SW documentation and changes made within RDM would be great.

iP Overview over a folder showing all machines with IP / subnets / names etc.

Any idea how to accomplish that?

Hello,

There are a lot of interesting ideas in this thread that we want to look into in the future. Integrations with external ticketing systems and improving our own documentation feature are in our plans.

That being said, are there any specific workflows you would like to achieve with RDM? What is missing from our Documentation feature that you would like, or is it specifically linking to an external documentation system that you require?

Also regarding viewing information of things contained within a folder, you can add columns to view fields like the IP for example:

If there are fields missing either in the columns, or in the entry itself, we could add those without problem.

Regards,