WHD allows you to track assets and apart having native WMI discovery also integrates with various asset management solutions and provides generic integration.
Looking forward to hear from you,
Peter
Does the feature exist that allows a user to keep a set of canned responses to input into the ticket notes?
Hello,
I currently use the WebHelpdesk (WHD) on my intranet.
I do not have a public IP for my Domain. I am hesitant to spend the $$ on a public IP until I'm positive it will work.
Is it as easy as buying a public IP from lets say GoDaddy, and pointing the WHD dns to that IP?
Thanks!
I am struggling with group and location memberships and hoping someone would have some advice.
A little background...I work in a public k12 environment. We have 3 Educational Technologists and 7 Building IT Techs. We have 27 locations to support. The 3 Educational Technologists have 9 buildings each. The 7 Building IT Techs are assigned to 5-6 buildings of the 27 buildings. To make things more fun, every building also has a part time Tech Liaison that works with both of these groups.
I have split up these people into two groups: Ed Tech group (and they get all the ed tech/tech integration/training request types). Then I have the Building IT Tech group that gets all the IT break/fix request types.
I have a location group set up for each of the 27 locations. Each Location Group currently has an Ed Tech, a Building IT Tech and a Tech Liaison assigned.
Here's what I need:
The Educational Technologists need to be able to see ALL tickets in the Ed Tech group, regardless of the location, so they can back each other up.
The Educational Technologists also want to be able to see the Building IT Tech Group tickets at their assigned locations, so they can pick up lower level requests when our IT techs get backlogged
The Building IT Techs only need to be able to see Building IT Tech Group tickets at their assigned locations. They don't care about the Ed Tech tickets.
The Tech Liaisons are not yet in their own "tech group" but I have assigned them to their Location Group. I did end up assigning them to both the Ed Tech group and the Building IT group as they weren't able to see tickets until I did so. Not sure that was the right thing to do.
What has happened so far:
The Educational Technologists are now complaining that once I added them to their location groups, they can no longer see the other Ed Techs tickets (which makes sense, since they are not in the same location group. They are now being limited by their location).
Is there anyway to make this work? Sorry for the long-winded post. I feel like I'm in Ghostbusters, attempting to cross the streams... it was much easier when everyone just stuck to their own team!
I have a custom client attribute called "manager" that pulls the "manager" field from our active directory during LDAP import. Unfortunately, it pulls in the full DN of the manager, not the friendly name. So, for instance, for my account it pulls in my manager as:
CN=ManagerFirst ManagerLast,OU=Users,OU=theouname,DC=domain,DC=company,DC=com
Any idea how I can get it to just pull ManagerFirst and ManagerLast?
Hi all
I'm new to this community, just joined today. I really wanted to know who else is using the asset management part of the Web help desk? I would like to connect to people who are currently using it or planning to use it. Looking forward to post some suggestions and questions as I go on to use this software for my company's asset management. Please feel free to provide some feedback.Web Help DeskAsset by Location not clientFor those who use the import assets feature in WHD.
Thanks
Priyanka
We need to create some views and function on the whd database (that is postgres).
Since all the whd original object will (of course) be left untouched, that is we just add 'custom' objects, can we consider this procedure safe from whd's point of view?
If not, is there another way in order to create those object safely (custom schema or whatever?)
Thank you in advance
ps. we'add custom types too.
Hi Guys,
I need some help to display 2x Custom Fields next to each other instead of underneath each other.
See screenshot below:
Any assistance appreciated.
Regards,
Stephan
Hi Guys,
I noticed that I can create various custom layouts to display various columns based on the grouping I choose.
The only column I cannot seem to find is that of the "Subject Field".
See below:
Any assistance would be greatly appreciated.
Thanks in advance
Regards
Stephan
Hi,
We are currently creating tickets for DC access. Now we want to create report for how many tickets got approved from today 9 AM to next day 9 AM.
Also we want want to schedule this report and send it on daily basis.
The only confusing part in this is, what exactly time range we should select so that it can pull up reports from 9AM to 9AM next day. Because, it seems we only options like below
Can any one suggest how can we achieve the above mention time with this.
HI , All of a sudden my regular report on throughput by tech has turned yellow,
How is the colour set in charts? I cant see a way to change it?
Please help - its hurting my eyes.......O.O
I am fairly new to web help desk and have a question.
I want to be able to e-mail a ticket to a group list we have at our institution. For example, I want to be able to cc: networking@groups.myschool.edu
That part works. However, when people respond to that, it does not allow them to update the ticket, because they were not directly cc'd in on it.
Is there a setting that will allow anyone to respond to a ticket and enter information?
Hello:
I think it's to be understood but before anyone asks, I'm the administrator of our Web Help Desk. When I look at Group Tickets, I see 168 tickets.
Today, I created three queries to break down the dates that tickets were opened. I want to look at the much older tickets so we can get them resolved and closed out. This is how I discovered our problem.
In the query that shows all tickets that haven't been closed or cancelled, it shows a ticket count of 172. My dashboard, to which I am the administrator of every group, only shows a count of 168. It looks like we're missing four tickets but the issue is actually much worse.
In the query that only shows tickets that haven't been closed or cancelled and were opened more than 60 days ago, I have a ticket count of 27 tickets. When I search for those tickets in the Group Tickets tab, NONE of them are there. If my one query shows a ticket count of 172, which would include the 27 from more than 60 days ago, how is that the Group Tickets tab is only short on total count by 4 tickets? Why is it short at all? If I can't see the 27 old tickets in the Group Tickets tab...I'm just confused.
Many these older tickets are assigned to techs but they can't see them in their queue. They aren't in the Group Tickets tab and they aren't in the tech's queue. I don't want ANY unclosed tickets to just disappear and not be visible to others like this. I can't find a way to determine what the Group Tickets tab is filtering on.
Have any of you had issues with others not being able to see older tickets?
Thanks,
Magus
Hi Guys,
I need some assistance.
I would like to extract some basic information from WebHelpDesk database on mySQL.
Information i need:
Which tables to I have to consider when looking for this information?
Any assistance is greatly appreciated.
Regards,
Stephan Du Toit
Inside mail templates it's possible to use <custom_ID> tags where ID obviously is the ID (an integer) of the custom field, eg.: <custom_12>.
Unfortunately, I couldn't find the place in which the ID of a custom field is explicitated; it roughly corresponds to the Display Order, but since that one can be changed, the two may differ.
Where is the authoritative info?
thanks in advance
I'm brand new to WHD and am looking to replace our current solution. One of the big needs is to build out our onboarding process in the ticket system.
I've been testing out the ticket tasks and I'm a little confused on what the best setup method is.
Here is my basic setup
Request Type - New Hire runs Ticket task that creates the following tickets
1 - HR - Run background check
2 - Licensing - Verify License
3 - IT - Setup network accounts
So my first question is, since all the work is being done in the child tickets, it seems the parent ticket is mainly just a place holder. Is this a correct?
If so based on this article Auto-Close Parent Ticket once all Child Tickets are closed there is no method to auto close the parent ticket. If that is the case how and who should manage the parent?
Second, is it possible to group task elements by stages? For example in my above scenario I want ticket 1 and 3 created on creation, however ticket 3 should not be created until both 1 and 2 are completed
Third, I don't understand the inherent option. Based on this Onboarding process managed by Web Help Desk all the custom fields I created in the New Hire request type will be passed down to the child tickets. Is this true even if the child request types dont include those custom fields? In my testing none of the custom fields are passed down. In fact not even the client is passed down to the child.
This is the topology of our configuration.
There is network connectivity between all servers in the topology.
The Web Help Desk is to be used by Clients in all the 3 locations.
We are performing Active Directory Integration to pull the user accounts from all the ADs to Web Help Desk.
1. The Web Help Desk have been fully integrated with AD1 (abc.com). We can browse the AD structure to select the OU that we want to import.
2. When we integrate Web Help Desk with AD2 (xyz.com), we can reach the AD but we can not browse the OU to select appropriate OU to import.
We imported the whole tree since we couldn't select.
If we test the setting, it will show for example 453 records but if we search for client from that location it will show like 30-40 users account and the users records is more than that.
Same result with AD3 (klm.com).
Any assistance will be appreciated.
Playing with Quick Tickets and have a question. For a simple one such as a user lockout, I want the Assigned Tech to be automatically listed as the technician that is creating the ticket based on the Quick Ticket template. Is this even possible? So if Technician B (out of A-F techs) goes to create a new ticket using the Quick Ticket option, I want the "assigned technician" field to automatically detect this is from Technician B and assign them to the ticket. Think of it as a Super-Quick Ticket??
Bill
I've used a "ticket custom field" (a single choise type: "not yet; done") to trigger an action rule
This field is an "Additional Activated Custom Field" for only one state, not visible by any Request Type.
After using this custom field to enable the rule of action and change state to the ticket the field remains visible.
I want to see this field ONLY if the thicket has a state and not another!
How do I reset this field and bring it back to null?
Thanks
Adriano
From time to time I hear about need for a new role in WHD. Typically someone who could manage reports (create, modify, run or schedule), maybe read-only access to Clients and Tickers (search and view details), but someone who would NOT consume Tech license as I do not want this role to work with tickets, I want it just do "this".
Could you use such role? Is it just reporting or what other activities you would like this role to do?