With regard to Asset Management in Web Help Desk, what is the best way to handle Service Agreements? Ideally I would like to have Service Agreements as separate objects with their own fields/properties that are not tied to the vendor. The reason for this is our Service Agreements are often times not with the vendor through whom we purchased the asset.
Based on this what would be the best way to handle Service Agreements in WHD?
Thanks in advance for any suggestions!
Hi all,
Am I crazy or being gaslighted by SolarWinds?
When I have used Web Help Desk in the past (for years) adding a note with the "Visible to Client" checkbox UNCHECKED, didn't change the Alert Level status of a ticket that was triggered based on last updated time. This makes sense to me since we have SLA's based on last response time to clients and used Alert Levels to warn techs that they were approaching an SLA. I also used hidden notes to comment on tickets etc. without affecting the SLA for customer response.A hidden note obviously wouldn't count as updating the client so this worked well.
I'm not sure when this changed but now, if I add a hidden note, a ticket will change from "Alert Level 'X'" to On Schedule if I add a hidden note.
Solar Winds is telling me a hidden note updating the last updated time is by design and that if I want that to change I should submit a feature request (which I am sure we can all agree is basically telling me to get lost since the pace at which they add features is so slow I can safely assume it will never be changed even if they agreed).
Did anyone else use the Alert Levels based on Last Update and did you notice this change?
On a somewhat related topic why can I create any number of priorities, queues etc. but alert levels are hardcoded?
I am seeing assets duplicating, and attributes being mixed among the duplicates, making it really hard to identify what is what. I've been trying to work with tech support on determining what is happening, and it sounds like the program uses a device's IP address as a unique identifier. They want me to set my DHCP lease time longer. Not really a good option for me, and they are dodging the question of how to fix the duplicate/mixed assets I now have. I'm getting pretty bummed about this very rapidly.
Anyone else run into this? And why on earth would they use the IP ADDRESS to uniquely identify a network asset in a DHCP environment???
Hi,
I am trying to see if there is a way for WHD to attach a pdf file in the ticket response to the customer instead if it being a link back to our WHD url. Can this be done?
Or do we have to open WHD to the internet?
Right now our WHD install is only internal LAN access in our office.
Thanks,
Wilson
Hi guys,
I tried to save ticket/s from our WHD version 11 and import them to WHD v12.5.2 and it kept giving me this error where we have to change the top line?
I tried to change it and still unsuccessful with the import. I even tried to download a ticket from V12 and then import it back to the same WHD and STILL gave me an error.
Now I am not if its possible to move one ticket from one WHD to another? Or if the import ticket broken or something
attached is a sample of downloading and importing a ticket from the same WHD.
Thanks in advance!
Jay
It seems that WHD is the redheaded stepchild of the SolarWinds ecosystem. From what I can tell, very little development goes into the product (which could be one of the best products on the market if it was given the proper development resources).
So my question is would you be willing to pay more for WHD if they actually committed to additional development? Just curious, as I would certainly we willing to pay quite a bit more in maintenance fees if I knew it would result in product improvements. My renewal is next summer and I will be looking hard at replacements, why I love a lot of features, especially for the price, I'm just finding too many issues that are not getting solved and it's making it harder and harder to justify keeping WHD around.
So what about you? Is the low cost a major feature for you?
Is there a way to disable the auto logoff feature in web console settings?
Is anyone using Web Help Desk with Office 365 mail? We have found since migrating to this that our Help Desk has issues checking its mail intermittently, nearly every day.
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
Is there a way to disable the auto logoff feature in web console settings?
Hi All,
We've been working through integrating the Solar Winds Web Helpdesk with our in-house Job management/Accounting software and I thought I'd share some results.
We are using the powershell invoke-restmethod commandlet to query the API interface, but as a big disclaimer I am no expert and have a fair bit of help from the solarwinds team!
The main reason for posting is that I was very surprised at how little information on integration with this product there was on the web. So for what it's worth here it is.
For those looking, you will need the API manual: http://www.solarwinds.com/documentation/webhelpdesk/docs/whd_api_12.1.0/web%20help%20desk%20api.html
We needed to search for tickets that had a blank custom field so we new which tickets had not yet been synced with our JM/A system.
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets?&qualifier=(customFields.stringValue %3D null)&apiKey=keygeneratedundertechaccount" > D:\tickets\NewJobs.txt
Then strip the ticket number out so we could get then query the ticket details. (sorry this became a table when I copied the line into this window...)
It also strips the leading spaces and outputs each tickets details into a file which is called the ticket number
| select-string -pattern 'id | :' newjobs.txt | foreach {$_.tostring().Split(':')[4].trimstart()} | foreach {Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets/$_/?&apiKey=keygeneratedundertechaccount" > details\$_} |
We also wanted to be able to update the ticket custom field with the new job number from our system (you can see the ticket number I was experimenting with was 115 and the json file containing the new field value is called test.json)
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets/115?&apiKey=keygeneratedundertechaccount" -InFile test.json -Method Put
Contents of the test.json file looks like this (custom field ID is 13, Job number to be inserted E12345)
{"customFields": [ {"definitionId": 13, "restValue": "E12345"}]}
It's still a work in progress, as I mentioned I'm no expert. The next thing I have to do is work out how to query to show tickets that have been updated since last time I queried the Helpdesk system... so if anyone wants to chime in please do!
Other information I found useful along the way:
To produce a list of customers locations
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Locations?&apiKey=keygeneratedundertechaccount" >Locations-customersites.txt
To produce a list of status types
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/StatusTypes?&apiKey=keygeneratedundertechaccount" >Statustypes.txt
To get a list of priority types
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/PriorityTypes?&apiKey=keygeneratedundertechaccount" >prioritytypes.txt
To request a list of request types
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/RequestTypes?&apiKey=keygeneratedundertechaccount" >requesttypes.txt
Get a list of Techs and their IDs
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Techs?&apiKey=keygeneratedundertechaccount" >techs.txt
Ben
I have the refresh set to 1 minute in web help desk so I don't have to manually refresh. Periodically I discover the refresh has changed to "Disabled" and if I don't catch that it's changed, I miss tickets. Any idea what would cause the refresh to become disabled? Our version of web help desk is 12.5.2.84 and I use the Chrome browser on Windows 10 Pro.
When i close a ticket via and email instead of the web interface, it only delivers the closed notifcation to myself (the tech) and my manager. I have looked around and cant find how to make it also send to the client. Where can i find that setting?
Recently people at our site have had a problem using Chrome and WHD. After they login, everything is fine. If the session goes idle and they come back, there is a login prompt - no big deal. The problem starts when the try to log back in. They get a message "Your session has expired. Please log in again." When they attempt to re-login, they just see the same message. To login, they must close chrome all the way. This is not very practical all the time.
We have the Resolved status type set so that those tickets automatically close after two days and set to not allow clients replies to Resolved emails to reopen tickets. However, since the upgrade to 12.5.1 last week those two functions are no longer working. I've tried making changes to them, saving those changes, and then changing it back. No help.
Anyone have any ideas?
Hello WHD users,
I am working with the Web Help Desk team to better understand how you are using WHD, what you like about it, and what you think could be improved. For those that participate (an hour webex call with me) we will be giving away 3,000 thwack points.
If you are intersted and/or willing, please email me at katie.cole@solarwinds.com and we can get a time set up. Thanks!
Hi,
We have a dynamic distribution group set up named all staff. It queries exchange and sends an email to all exchange mailboxes. Any way to block a ticket from being created when someone sends an email to the distribution list? it is blocked in the ignore senders section, but I need to block it as a recipient.
Hello WHD users,
I am working with the Web Help Desk team to better understand how you are using WHD, what you like about it, and what you think could be improved. For those that participate (an hour webex call with me) we will be giving away 3,000 thwack points.
If you are intersted and/or willing, please email me at katie.cole@solarwinds.com and we can get a time set up. Thanks!
I just had a technician tell me that in order to have the flag stick on a ticket, you have to save the ticket. He believes this is something new. He doesn't remember having to save the ticket after flagging it.
Are we wrong?
Thanks!
We got all of our Assets into the Web Help Desk and went live with that part, now we are working on creating the tickets part and have been doing a fair amount of testing.
Once we are finished testing and ready to go live is there a way to delete all ticket and ticket history before we go live?
