Hi.
We have a process where a form is filled in, and sent to the help desk, either via email or the portal.
We then have a set of tasks which need to be completed in order by different people/techs.
I want that document/ticket to be reference-able automatically in the Tasks/Tickets that are created.. Is this possible?
Is there a way to directly query the database? We have a long list of errant locations to remove and another long list of departments to add. I'd like to script these if possible. I tried pointing phppgadmin at the server but I don't have the proper user name and password..
Has anyone noticed that the time that the page is opened is the time that is on the ticket as open? I think it should be when a user clicks on submit and not when the page is opened. Here is what we did as a test.
Open the Ticket creation screen
Wait 5 minutes
Create the ticket
The open time was the time we opened the page and not the time we submitted the ticket. With some 30 minute SLAs, this is a problem for us. Has anyone else seen this and fixed the issue?
Thank you
We recently purchased Web Helpdesk (using the latest version, 12.2.0 - Build #12.2.0.9028-HF1-385141 per the most recent patch) to use as a replacement for an old system we had in place. Our email system is via Office 365 where TLS is required for authentication into their systems. While setting WHD up I am unable to find where the Inbound Mail Account settings for authentication via TLS which I which is used in the Outgoing Mail Accounts area. Without that I have no chance of being able to use this software.
Is there some sort of setting elsewhere in the program that I need to enable/change or that I'm missing to have this functionality? Thank you!
Message was edited by: Kenneth Murray
When I right-click in SolarWinds (using Chrome) such as in the Subject box, I get a strange menu. I'm looking to right-click to spellcheck (you can see the red underline). Shouldn't it bring up the spellcheck menu when I right click on a red word (misspelling)?
Our Lead Admin left our office recently and we need to replace her with another admin. However, when we go to delete the account, it says "Default Administrator cannot be deleted."
We have removed her from every tech group, nobody reports to her anymore. We even changed her to a Tech. Still can't delete her.
Is there a setting we are missing? Where is the default admin set?
Hello,
We are looking to see if there are other financial institutions out there that may use WHD as a basic CRM interface. We currently run WHD and are familiar with it's capabilities, but wanted to touch bases with others.
Thanks,
Kelli
I'm trying to set up a WHD ticket task sequence that will start the business process for creating staff accounts ( eg setting up access accounts, passes, application access, etc). WHD's Task feature looks like it would work for this however ideally we need to be able to specify details regarding the new staff member ( eg name, department, etc) when the task is run. Is there a way this could be achieved by requesting these details at task run time?
We recently purchased Web Helpdesk (using the latest version, 12.2.0 - Build #12.2.0.9028-HF1-385141 per the most recent patch) to use as a replacement for an old system we had in place. Our email system is via Office 365 where TLS is required for authentication into their systems. While setting WHD up I am unable to find where the Inbound Mail Account settings for authentication via TLS which I which is used in the Outgoing Mail Accounts area. Without that I have no chance of being able to use this software.
Is there some sort of setting elsewhere in the program that I need to enable/change or that I'm missing to have this functionality? Thank you!
Message was edited by: Kenneth Murray
I have a request type that I've attached to an Approval Process for one location (we'll call it Detroit). I created the Approver Role Name with that location in mind as "Access request - Detroit" so I know I'm picking the right rules. Also added that Approver Role to the Detroit locations and assigned the correct approver.
In the Approver Process I created a new process of "Filter update - Detroit". I added a step of "Initial" with the Location Approver of "Access request - Detroit". In "Request Types Support" I add the specific type needing approval.
So now when we add a ticket for any other location we're getting an error in the approver process saying that "no location approver is selected for this location".
To correct this I figured I would have to add more role names, assign them to approver roles, and create more approver processes with this same Request Type. But when I create new ones, and fill in the "Request Types Support" section, I no longer see that request type. It seems you can only use the request type one time. And that is tied down to just that location now.
Any ideas? I can elaborate more or add screen shots as needed.
Thanks for your help.
Does anyone know if there are any reporting plug-ins that can be used in WHD? I am looking for something simple to use for senior management. 3rd party tools are not off the table either.
Hi all,
A specific user, since January, has been unable to raise tickets to us, he happens to be a department approver as well as a regular user.
It's possible that his AD account was renamed at some point but the AD LDAP connection is active so should update accordingly.
Anyway when he tries to raise a ticket he receives the error "more than one match found for user "kevans" in account 1"
When searching for clients we cannot find any other accounts in WHD with same / similar names and there is also no similar/same names in AD.
Can anyone help me in troubleshooting this please?
When I right-click in SolarWinds (using Chrome) such as in the Subject box, I get a strange menu. I'm looking to right-click to spellcheck (you can see the red underline). Shouldn't it bring up the spellcheck menu when I right click on a red word (misspelling)?
Our Lead Admin left our office recently and we need to replace her with another admin. However, when we go to delete the account, it says "Default Administrator cannot be deleted."
We have removed her from every tech group, nobody reports to her anymore. We even changed her to a Tech. Still can't delete her.
Is there a setting we are missing? Where is the default admin set?
Hi Everyone,
Is there any option to change the font size and the style of the FAQs that are displayed on the HD portal. I have checked, but I dint find anything as such.
Please advice
Thanks & Regards,
Saroop
I have a request type that I've attached to an Approval Process for one location (we'll call it Detroit). I created the Approver Role Name with that location in mind as "Access request - Detroit" so I know I'm picking the right rules. Also added that Approver Role to the Detroit locations and assigned the correct approver.
In the Approver Process I created a new process of "Filter update - Detroit". I added a step of "Initial" with the Location Approver of "Access request - Detroit". In "Request Types Support" I add the specific type needing approval.
So now when we add a ticket for any other location we're getting an error in the approver process saying that "no location approver is selected for this location".
To correct this I figured I would have to add more role names, assign them to approver roles, and create more approver processes with this same Request Type. But when I create new ones, and fill in the "Request Types Support" section, I no longer see that request type. It seems you can only use the request type one time. And that is tied down to just that location now.
Any ideas? I can elaborate more or add screen shots as needed.
Thanks for your help.
Several times a user will create a ticket, then later on create another ticket about the same issue.
I have checked botch tickets, then merged them, but although they merge the data into the one ticket, but tickets still remain. Hopefully this is not intended. We are finding that we work on the one ticket, but the other remains OPEN, and after a few days, the techs are wondering why the OPEN ticket exists.
How is the merging suppose to work?
Hi, I've recently inherited our Help Desk and in the process I've been exploring WHDs capabilites. One rather annoying thing I've noticed is that our techs have the ability to close a ticket without assigning it to themselves, so I will have to go back and assign these tickets to them later so it doesn't bungle up our reporting.
Frankly, I don't want to do this. Is there a way to set it so that the technician field is required to be filled when a ticket is closed?
Thanks!
I am thinking about turning off the subject field from all of our tickets, does any one have a reason not to? they seem to be duplicate and I cant see anywhere it is used or adds value?
Hi.
WHD convert HTML emails to text when logging calls, so (image sig1.png) a nice HTML signature turns into a huge mess.. (Image sig2.png)
Can anyone assist me with writing an E-Mail Content Regular-Expression Filter?