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Local admin account?

March 27, 2013, 12:58 pm
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I've got 5 licenses so far as we test and build out our system, and 4 techs are currently using it, all LDAP authenticated.  I set up the LDAP under Setup -> Clients -> LDAP Connections, and then linking the tech account to the client account.  The "Authentication Method" under Setup -> General -> Authentication is set to "Web Help Desk."

 

I'm worried about what happens if my LDAP connection breaks for any reason - would I be locked out of the system?  I've been keeping a local "Administrator" user around just in case this happens, but I don't like having to use a license just for this contingency.  Is this necessary?  Or are the credentials cached in WHD so that I'd still be able to log in even if something breaks in LDAP?

 

Thanks!

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Restricting Users to specific request types

November 10, 2013, 6:33 pm
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Hi All,

 

We have a web help desk system that we have just moved into production. we ustilize this system for a couple of differing areas and would like to know if there is a way that we can restrict the first level help desk guys to a specific range of request types. currently they have visibility to all the request types but would like to restrict this so that they can only see the areas that they need to log tickets for.

 

regards

 

Dave

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I would like to hide some of our request types from techs that are not made visible to clients, is there anyway to do this?

January 31, 2015, 1:53 pm
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There are several request types that we do not use anymore and they are made not visible to clients, how can we make them not visible to techs either?  I don't want our techs selecting the incorrect request type, that is why I need them to not be visible to techs as well.   There are no active tickets in these request types either.  In the future, we may want to run reports on these request types, so deleting them is not an option.

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Web Helpdesk public domain

August 24, 2016, 10:18 am
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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!

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Are you using other Asset Management / Inventory solutions with WHD?

April 1, 2015, 10:17 am
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WHD allows you to track assets and apart having native WMI discovery also integrates with various asset management solutions and provides generic integration.

 

  1. What other products you are using besides WHD for asset management?
  2. Were you the one who chose and purchased those other tools?
  3. Are there problems you would like WHD to solve rather than these other tools?

 

Looking forward to hear from you,

Peter

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Documentation for ticket commands in e-mail subject line?

June 10, 2014, 12:14 pm
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In the WHD product brochure, Administrator's Guide, etc., there are several references to being able to manage tickets by e-mail.  I tripped across the commands in the subject line when playing around with Approvals, but I have not been able to find anywhere where this is fully documented.  I am looking for full documentation of all the available commands and syntax.  Ultimately, we would like to be able to close tickets, add comments, etc. by replying to ticket e-mails (or possibly by creating a new e-mail).

This is a very useful feature in Spiceworks that I have used in the past.  Spiceworks will parse the body of the e-mail, and you can use commands such as #close to close a ticket (you can even add this after a note, to add a note to the ticket and then close it).

Can someone point me to documentation for this?

 

Thanks!

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Canned responses for notes

March 29, 2016, 9:46 am
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Does the feature exist that allows a user to keep a set of canned responses to input into the ticket notes?

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Tech Status Such as (V) (I) and (S)

September 7, 2016, 3:11 pm
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I forgot what (S) meant. Does anyone remember?

Thanks

Barry

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WebHelpDesk - Task

November 6, 2015, 8:01 am
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Hi!

 

We'd like to create a task within the WebHelpDesk system that will poll asset status every week or so (depending on the schedule) and if the warranty on the asset is going to expire within a month, create a ticket to alert our technicians that work needs to be performed.

 

Is this possible and how would one go about setting it up?

 

Thanks!

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Using Web Help Desk, is it possible to add a document (instructions on how to use Web Help Desk) to the login page?

September 8, 2016, 10:05 am
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Using Web Help Desk, is it possible to add a document (instructions on how to use Web Help Desk) to the login page?  If that is not possible, can I add a UNC path to a network drive or a local drive on the server?

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Small subset of clients seem to randomly become inactive.

August 19, 2016, 12:28 pm
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I have about 4 or 5 users out of about 200 in my company that seem to get marked as inactive every day.

 

We're syncing via LDAP, and from what I can tell, these users don't even seem to be attempting to access Help Desk most of the time.

 

It seems to be consistently the same users each time, and they won't be locked out in AD, but WHD will have them marked as inactive.

 

We've been able to get by with manually reactivating them, but it's incredibly frustrating for them and us since they have to call us to be unlocked just so they can submit a help desk ticket.

 

Is anyone else experiencing this issue? Any advice would be greatly appreciated.

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WARNING: Automated backups silently failing

September 10, 2016, 2:20 am
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I have an open case (since 8/17....) on an issue where the WHD 12.4.1 automated backup process is silently failing.  It runs each day, but generates a useless zero-byte file.  Furthermore, the backup file aging process still runs, so soon you have a bunch of zero-byte files and no useful backup data anywhere.

 

The only workaround so far is to manually stop the WHD server process, backup the database with pg_dump from the command line, then restart the WHD server process.

 

The tech said they're investigating it as a bug; I'm not sure if it's just something in my environment or is more widespread, but I'd advise everyone to take a look at their automated backup files to check if it's working properly.

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Tickets

September 13, 2016, 11:32 am
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When users are submitting tickets they no longer appear on in my tickets in WHD or show up on the calendar. Can someone tell me how to fix this?

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Cannot inactivate accounts

September 12, 2016, 10:48 am
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We're using AD sync with WHD.  We've configured it to use username for client login attribute, and also to inactivate accounts that no longer exist.

 

There are some accounts that have not been inactivated by the sync. When trying to manually/bulk delete these accounts, it won't allow the action due to either of the following errors:

 

"First Name and Last Name are required fields." or "E-Mail is a required field."  If any of these fields are blank, it won't allow inactivation or deletion.

 

Because it's syncing these accounts into WHS successfully, it seems it should be able to handle them when the accounts no longer exist.

 

Is there a way around this without having to update the accounts? I don't see any settings for 'required fields' in WHD...

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Last Technician Login details

September 12, 2016, 3:49 am
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Does anyone know a way of gaining the last login date for a technician in WebHelpDesk?

 

TIA

 

Rick

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ADFS Error when authenticating w/ WHD

April 1, 2015, 9:46 am
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So internally, ADFS and WHD play every nice with each other. Right now we have a self signed verification cert, this makes no difference as far as WHD is concerned, SAML 2.0 auth and SSO work.

 

Externally its a different story. So an ADFS proxy service is configured in order to securely use ADFS to login to WHD.

In every visit to our whd address or adfs, we get a general error followed by a reference number. Is there anyone out there who got SAML 2.0, ADFS 2.0 & a ADFS proxy to work externally with WHD?

 

Is there something to do with ADFS or WHD?

So far everything looks correct as far as adfs is concerned.

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Add EditedBy name to email subject

September 13, 2016, 12:14 pm
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Is there a user manual for editing the CustomLabels.properties file?

 

I want to tweak the information that appears in the subject line.  A bunch of emails with Ticket 182 Active (Updated) --> (mixed in with other ticket numbers and other statuses) is pretty useless when you're looking for a) a particular ticket (the description appears too far in the subject) and b) an email from a specific person (reading my own updates is annoying when I'm looking for the client's responses).

 

# <var9> = the author of the note at the root of this email, or at least the name of the last person to edit the ticket, be it me or the client or...

email.msg.updated.subject.client = {lbl.ticket} <var1> <var9> --> <var4> |<var2> (Updated)

 

 

related question.

The email I get as tech has a nice link for 'Add Note' at the top.  I'd like clients to get the same.

I thought changing 'Default Tech Note E-Mail Type' to Full ticket info would do it, but the format has not changed.

 

any help appreciated. HS

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Canned responses for notes

March 29, 2016, 9:46 am
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Does the feature exist that allows a user to keep a set of canned responses to input into the ticket notes?

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Download & Install new Apple Push Notifications Certificate!

July 14, 2015, 2:26 am
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One of the WHD features is the ability to push notifications to your mobile phone using the Apple Push Notifications Service. This service requires a certificate which expires today. If you want to continue using these notifications you need to install the new certificate availalbe from your customer portal.

 

Click on License Management -> MyDownloads (under Web Help Desk licenses information) -> scroll toAdditional Downloads and click Download button next to "Apple Push Notification (APN) Certificate".

 

Apple Push Notification Certificate.png

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Using Web Help Desk, is it possible to add a document (instructions on how to use Web Help Desk) to the login page?

September 8, 2016, 10:05 am
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Using Web Help Desk, is it possible to add a document (instructions on how to use Web Help Desk) to the login page?  If that is not possible, can I add a UNC path to a network drive or a local drive on the server?

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