In the Quick Ticket creation process, I'm curious what the Make Private (Yes/No) option under Other Options is for. There is no information link and it is not mentioned in the documentation.
Thanks for your help.
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Quick Ticket - Make Private
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WHD Incoming Mail Settings reset themself
Under E-Mail -> Options -> Incoming Mail I changed the settings of "Create Accounts for Unrecognized Senders" to YES and checked "Use Incoming Mail Account as "From" Address".
But the moment I get a new E-Mail by someone not having a client, the settings are completely reset and obviously no client is created.
Version is "12.5.2 - Build #12.5.2.84"
I also get the following error-message for the rejected mail:
Status Code: ERROR_WHILE_LOCATING_CLIENT
Additional Info: Could not locate or create client with email xxxxxx@mail.com' due to the following error: com.macsdesign.whd.util.ClientLocator$ClientLocatorException: No account exists for e-mail "xxxxxx@mail.com".
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Working with FAQ
I am trying to create a FAQ that has links to some of our other FAQ's and outside links to Sharepoint. I can enter the link, but when I hit ok on the popup menu to add the link it doesnt do anything. I have tried 3 machines with all different browsers and see the same behavior. Any ideas?
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Service Call response rates
Is there an area within WHD where you can set the service call response rate, for example, Urgent calls in less than 15 minutes, serious in less than 60 minutes, etc. and pull up reports for it? Or is there someplace in WHD where this already exists?
Thanks in advance for any assistance anyone can offer.
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Changing inventory location in WHD
We have recently changed the location for some of our inventory storage. I've done a +number to list the inventory in the new location, and a -number to zero it out at the old location. In help desk for the parts in question, it lists the old location as 0 with the new location as the on hand number. This triggers the inventory alert. How do I remove it as a location so under the parts list it doesn't show "Old Location: 0, New Location: 15"? I have tried exporting the inventory list, removing the old location, and then importing under the correct format, but that doesn't remove them. I'm afraid I'll have to delete each item and recreate it with just the new location. Diving into the DB might be an option, but our DBA is pretty busy at the moment. Any help would be appreciated.
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Customize Asset Details page
Hi all is it possible to change the order of the fields on the asset details page. I would like to move the BarCode field up towards the top
Thanks
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WHD Incoming Mail Settings reset themself
Under E-Mail -> Options -> Incoming Mail I changed the settings of "Create Accounts for Unrecognized Senders" to YES and checked "Use Incoming Mail Account as "From" Address".
But the moment I get a new E-Mail by someone not having a client, the settings are completely reset and obviously no client is created.
Version is "12.5.2 - Build #12.5.2.84"
I also get the following error-message for the rejected mail:
Status Code: ERROR_WHILE_LOCATING_CLIENT
Additional Info: Could not locate or create client with email xxxxxx@mail.com' due to the following error: com.macsdesign.whd.util.ClientLocator$ClientLocatorException: No account exists for e-mail "xxxxxx@mail.com".
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Client won't stay active
I have a new client that was sync'd from LDAP. Her client account keeps deactivating. Any suggestions?
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Export Specific Columns
Is there a way to export specific columns to Excel/other format? Currently, I go into Assets, set my desired columns, and then hit the button to export the assets. The export works flawlessly, however it exports EVERYTHING about every asset rather than just the columns I want to see. is there a way to get just those columns exported?
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"Invalid address: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1 Unable to relay"
We get the following error trying to send emails to clients on a particular domain:
Invalid address: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1 Unable to relay
We've configured our exchange 2013 server with an open relay to allow connections from the Web Help Desk server which authenticates anonymously, the tests work fine and we can send emails to our internal domain without issue. We've recently synced accounts from another external office which uses a different domain but the above error is generated when trying to send an email from a ticket. I've checked settings on the Web Help Desk and that is configured to send emails to any domain.
Any ideas on what am I missing? Thanks in advance!
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Working with FAQ
I am trying to create a FAQ that has links to some of our other FAQ's and outside links to Sharepoint. I can enter the link, but when I hit ok on the popup menu to add the link it doesnt do anything. I have tried 3 machines with all different browsers and see the same behavior. Any ideas?
EDIT: This was resolved. Using HTML in the FAQ instead of the test editor solves the issue.
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Custom History Tab and Labels in Ticket Forms
This is a 2 part question.
The first question is regarding the client history tab. Has anyone successfully been able to customize the History tab that clients see? We would like to modify this so that our end users can see the request type of a ticket and the assigned tech for each ticket.
The second question is around "labels" for lack of a better word in custom ticket fields. Ive seen some screenshots of other threads where users have a green text box on their request form that gives instructions for the form, information, warnings, etc. Where can I get that? I would like to add that functionality into my system.
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Converting PostgreSQL database to MSSQL
When I installed WHD, I followed the installation defaults and am using the embedded PostgreSQL database. The software and DB live on a fairly substandard piece of hardware I am replacing with a VM.
Along the way of migrating WHD to the new server, I am hoping I can convert the DB to MS SQL so I can integrate it into my enterprise's SQL environment. I've found the following utility, which appears promising. Has anyone ever done this with this or any similar utility? I am hoping to successfully convert this database and move it to my SQL Server 2017 environment.
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Assets - Reservations
Good afternoon,
I looked into the Assets -> Reservations option of WHD.
To book assets in and out is straight forward (to some extend). But if I try to get some metrics out of this functionality I am not successful.
- I can create a list of all assets that are resealable. This gives me an inventory list off all devices we have available to lent to our clients.
- I can't find a way to generate a report that shows me what is out at the moment (and to push it, when we expect it back).
- I can't figure out how often a device was lent to a client. This would be handy if I want to know if we should keep this device, or if there is a high volume of usage maybe to get a 2nd device.
We use WHD 12.5.2 and added our assets into the database manually.
Did you work with WHD Reservations systems and came across these queries and maybe solved it?
Thank you for your help.
Regards,
Eberhard
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Migrate to new MacOS server
I run WHD 12.5.1 on a Mac, 10.10 (Yosemite). I want to upgrade the OS to Sierra (10.12.6), and upgrade to the newest version of WHD. The last time I upgraded our live server, it failed miserably, and took three days for Solarwinds support to help me get it back online (talking to them on the phone can be frustrating- they must have really cheap bluetooth headsets in that call center). I'd prefer to avoid that by setting up a totally new server on a new Mac, and then import the data from the live server, test it, then cut over. Is it possible to do this, or will it detect that the license is already in use?
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Your session has expired. Please log in again.
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.
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Custom History Tab and Labels in Ticket Forms
This is a 2 part question.
The first question is regarding the client history tab. Has anyone successfully been able to customize the History tab that clients see? We would like to modify this so that our end users can see the request type of a ticket and the assigned tech for each ticket.
The second question is around "labels" for lack of a better word in custom ticket fields. Ive seen some screenshots of other threads where users have a green text box on their request form that gives instructions for the form, information, warnings, etc. Where can I get that? I would like to add that functionality into my system.
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Checklists... why only 10 items?
So we've done the 12.6RC upgrade as we have been waiting for ticket checklists...
...only to find they are limited to 10 items. Why oh why!
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More than one match found for user
Hi
I have this error when I try to loggin WHD
More than one match found for user 'TechSupport' in account 1. (It an admin account)
Can someone provide me wiwth help
Regards
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Converting PostgreSQL database to MSSQL
When I installed WHD, I followed the installation defaults and am using the embedded PostgreSQL database. The software and DB live on a fairly substandard piece of hardware I am replacing with a VM.
Along the way of migrating WHD to the new server, I am hoping I can convert the DB to MS SQL so I can integrate it into my enterprise's SQL environment. I've found the following utility, which appears promising. Has anyone ever done this with this or any similar utility? I am hoping to successfully convert this database and move it to my SQL Server 2017 environment.
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