Hello everybody,
Do you know if we can customize or change the content of email back to the Client ?
If yes, could you help me in order to know how to change it ?
Thank you in advance.
Best Regards.
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WHD : Can we customize the content email back to the Client ?
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How to add Assets?
I have setup the discovery connection to use WMI. It finds all of the computers, but how do they get added to Assets? I can manually add them using New Asset but there has to be a way to automate this, right?
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I'm very new to WHD and am wondering how CABs work. I can create a CAB in the setup section. What do I do next?
Hi:
I am new to WHD...like just a couple of days new. I would like to process change tickets through WHD and have created a CAB with the appropriate approvals. I just don't know what to do next. I have read the documentation and it isn't guiding me in the right direction. Any assistance is appreciated. Thanks!
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Problem with login in Virtual Appliance
HI there,
I am trying to login to virtual appliance ( https://ip_address:5480 ) but my password does not work, I changed time ago and now can not remember what password I put. I searched in forum about how to reset appliance password but could not find anything that could help me in order to change it.
Is there any way to reset or change password for virtual appliance login?
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Best Practices for DB Maintenance
It has been 3 months since we went to production with Web Help Desk. Crossed the 6,000 ticket threshold as well. Which got me thinking, how to check to make sure our SQL Server DB is sized correctly. Anyone have suggestions on how to monitor, when to archive (how to archive)?
Thanks.
Rick
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Will Server side configuration be retained in future releases?
Will Server side configuration be retained in future releases?
Since Solarwinds acquisition of Webhelpdesk, with each new release our server side configuration is wiped everytime we upgrade,...
This was not originally the case, I wonder if solarwinds have plans to reintroduce this feature to cut back on the additional work required with each upgrade...?
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Child tickets - Change Status.
With the Child/Parent ticket feature, I can obviously add a note to all tickets, but how do you resolve/close ALL tickets at the same time?
I'd presume that rclosing the parent ticket, it would close the child ones too.??
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WHD 12.3 RC1 problem
Hi,
I can't confirm that this is a bug in 12.3 RC1 but it only occurred since that update.
Whenever a tech updates a note on a ticket and then clicks 'Send and email' the following error occurs :-
| There was a problem saving ticket 5538: java.lang.ClassCastException: com.webobjects.foundation.NSMutableDictionary cannot be cast to com.macsdesign.whd.util.EmailRecipientSettings |
This occurs for all techs and on all tickets that we try to Send and Email.
Has this happened to anyone else and is there any help we can have to fix this please?
Kind Regards,
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API call to get client based on Creation date
I want to get the list of Clients created in last hour, can I pass the qualifier with MS SQL ADDDATE() function?
If not how to do it?
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Web Help Desk
Hello Guys just a quick question how do u go about installing the trial of WHD i came across this tool while going through some search history from a friends laptop and i got interested so i downloaded the trial and installed but when i try to run it this is all i get
Same Error even after reinstalling
Am running a Dell laptop 2GB Ram Dual Core and Win 8
Please Help
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Has anyone setup Approval Process to trigger emails/Action Rules?
Basically I would like to setup my ticketing system in WHD so that when a ticket that requires approval changes to "Approved" it triggers an email to a tech (not the assigned tech or client) but just an FYI, like I have Action Rules setup but they are triggered on creation rather than a specific ticket update.
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WHD Certification
Hi:
I was wondering if there are any plans to offer a certification in WHD.
Thanks!
Diane
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Un merge tickets
Is there a way to remove a ticket merge? 1 ticket was incorrectly merged to the wrong ticket. To fix this the child ticket was manually reopened and the note removed from the parent ticket. However the child ticket now cannot be merged to any other ticket.
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Problem with login in Virtual Appliance
HI there,
I am trying to login to virtual appliance ( https://ip_address:5480 ) but my password does not work, I changed time ago and now can not remember what password I put. I searched in forum about how to reset appliance password but could not find anything that could help me in order to change it.
Is there any way to reset or change password for virtual appliance login?
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What's being worked on for WHD 12.4?
Now that 12.3 is out, I'm curious to know what's being worked on with v12.4 (or whatever the next version is called)?
I'm sure the last two releases have implemented some great features for others, but I've made little to no use of these features. So I'm quite curious to see what's in the pipeline.
Although I have quite a few feature requests out there (some highly voted here, but I understand this isn't the only place where Solarwinds tracks feature requests), my two biggest requests are here: Canned Tech Notes / Standard Reply and FAQS linked to multiple request types
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Approval process - guidance needed
I have read through the manuals but am not getting my head around it what. What we'd like to do is create a process for when a client's request means some piece of equipment needs to be ordered for them. I created a request type specifically for purchase orders, but am not leaving it visible to clients. Sometimes we have the equipment on hand where it wouldn't need to be ordered, etc, so I want to leave it up to the tech. The tech would change the request type to Purchase Request, maybe add some notes, and that would trigger the approval process.
I have that part set up, and I have a very basic approval process set up. I will add the manager as the location approver on each of our locations. The first step in the process is manager approval, and it will send to the location approver. That part is working.
What I'm confused about is how to proceed next, since there are no conditional if/then steps. What I'd want is, if it's approved, to send on to our materials department for them to order the item. I have this set as the 2nd step of the approval process, thinking once they ordered they could approve it, and add the PO # and any other additional information relevent. But if it's denied, how do I stop that 2nd step from triggering? We don't want materials ordering the item if the manager denied it. They could read the notes in the body of the email, but I'd rather them just not even receive an email if there's nothing for them to do.
I thought maybe an Action Rule would be the thing, but I don't see a field in the list of what I can choose that would really work as a trigger.
Any guidance on this would be much appreciated. Just a note: we are currently not using the Assets part of this application - not sure if that affects this at all.
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Does the REST API support the new parent / child relationship?
Can you use the REST API to create a child ticket for an existing ticket?
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Deleting old techs/request types - best practices?
Curious what the best practice is for deleting old techs & request types.
Currently we have a few Techs in the system marked as inactive that are no longer with the company. If we delete these, will we lose the ability to search for tickets they completed? What will old tickets that they were assigned look like?
Basically the same question with request types - I know if we delete them, we can no longer search for that request type, but what happens to old tickets that were assigned that request type? I assume historically, they don't really "delete" but rather just mark themselves as non-active?
Maybe someone else has done this process and can share.
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Is there a way to remove or not display the Location field and associated drop-down menu for locations?
I do not want the Location info that's being pulled through LDAP displayed, as it is not accurate and complete. I would rather have Location info not shown, or as an option to enter as a text field rather than through a pull-down menu of pre-populated locations through LDAP. Thanks.
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Best Practices for DB Maintenance
It has been 3 months since we went to production with Web Help Desk. Crossed the 6,000 ticket threshold as well. Which got me thinking, how to check to make sure our SQL Server DB is sized correctly. Anyone have suggestions on how to monitor, when to archive (how to archive)?
Thanks.
Rick
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