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How to create a daily ticket report in WHD
We are moving to production use of WHD next week. One item I am looking for help with is how to create a report that can be scheduled on a daily basis. This report would list tickets open for the previous day, sorted by Tech Group. The contents would like the image below (Ticket #, Time Opened, Tech Assigned, Client, Description, one or more notes (latest listed first), and the priority of the ticket.
I know we can produce this report from the main ticket screen, but that is on-demand/manual. The image is a sample of the report from our old system, using Crystal Reports and a schedule job to e-mail to the IT team. Is a scheduled report like this possible in WHD?
Thanks!
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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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Are you using other Asset Management / Inventory solutions with WHD?
WHD allows you to track assets and apart having native WMI discovery also integrates with various asset management solutions and provides generic integration.
- What other products you are using besides WHD for asset management?
- Were you the one who chose and purchased those other tools?
- 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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Answer to a Help Desk Question
Admin is a nice guy I promise.
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Bugs in WHD with tickets not showing up in group queues
I am having some issues with techs not seeing all of the tickets that are in their queue? But when you search for the tickets you are see them
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Issues accessing FAQs as a tech
Good Morning,
I'm not sure if i'm doing something wrong, but, users that I have in the system that are marked as tech (not Admin) cannot access or see the FAQs where clients and Admins can see them, can someone let me know if I have missed a setting somewhere that allows Tech users the ability to see the FAQs, NOTE: we are running version 12.3.0 of WHD
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WHD API - How to search for tickets by creation date?
I've had a rough relationship with the WHD api. The documentation is pretty brief for my skill level and leaves me confused about how to find some parameters.
Currently, I'm trying to search on tickets by their creation date. This appears to be the reportDateUtc field, but I can't seem to get it to work in any of the qualifier parameter statements.
Something like this works fine (as a general example - I use python):
import tortilla
whd = tortilla.wrap('https://my.fancy.website/helpdesk/WebObjects/Helpdesk.woa/ra/')
tot = whd.Tickets.get(params={'style': 'details',
'qualifier': "((problemtype.parentId = 10)and(statustype.statusTypeName != 'Closed'))",
'apiKey': 'mysupersecretapikey'}, debug=True)
print('Open tickets: ', len(tot))
To start searching on dates I can change it to something like this:
'qualifier': "((problemtype.parentId = 10)and(lastUpdated > '2015-06-01T00:00:00Z'))",
and I'll have the items updated after June 1, never mind the zulu time for now.
The lastUpdated can be swapped out for closeDate, but what I really want is reportDateUtc. That doesn't work. How do I get the created date of the tickets? That's what I want. The parameter sure seems to be reportDateUtc but I can't manage to reference it. It seems to be at the same level in the JSON, from the API docs, as these other dates and I know I have the date format correct...
I'm even specifically getting 'style': 'details' because the reportDateUtc doesn't show up in short. What am I doing wrong? Probably something simple...
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Is there a way to assign a ticket to specific person when it is created via email?
I need to figure out how to properly assign tickets for app admins to check out drive space alerts generated by solarwinds.
What I really need is to be able to send an email to WHD and somehow include in that email who should get the ticket (individual not group).
Does anyone know how or even if we can do that?
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Web Helpdesk and Active Directory
I was wondering if anyone knew of a way to have whd pull information from the organization tab in AD, job title, supervisor, etc?
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Recreate Request Types
Hi I am just seeking some advice.
We have just recently installed WebHelpdesk and have been using it for email submission only. We are currently in review of how the web submit works and how our management would like it to appear. We are going to have to change our request types including the very top Parent Type that currently has sub types. If we do this can anyone advise if the tickets already in the system are going to be affected. Are we going to loose data etc. What happens to the tickets that are assigned to a Request type that will no longer be used in the system? Any advice on how to approach these changes would be greatly appreciated.
Thanks
Oh.. by the way we are loving the product... just need some small tweeks to make it even better.
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Need Approval Process for each department?
Hello to all:
I am having trouble understanding how the Department Approvals work. It takes sooooo long to set them up but I'm assuming I'm doing it wrong.
In my mind, I could set up a department approval for a particular type of ticket, like New Hire, and that approval would see the department chosen for the ticket and would send the approval to the appropriate person. I would like to think it should work this way but I can't figure that out. To make it work here, then, I have been creating approval process for each department for each type of ticket (what a chore!).
So let me run through my set up so you can understand what I've been doing and then, if there is in fact an easier way, you can clue me in....
I created Department Approver Roles (one for each department). Then, under Department Approvers, I created an entry for each department and assigned it an approver role (Marketing would be the department and I assigned a Marketing Manager as the Approver Role for example). Then, to complete the setup, I created an Approval Process for each department. To make it work, I have action rules (one for each department...AGAIN). They all are monitoring ticket changes and when they find a request type of "New Hire" and see their department, they attach the approval process to the ticket for that department.
This is frustrating because I have created each department (more than ten of them) for approver roles, department approvers, approval processes, and then still had to create an action rule for each. That was all done for the "New Hire" process. Now I need to create this same type of setup for an access request for a particular software application our clients are using. Do I really have to set up all ten or so departments four or five times? Ugh.
I'd like to think that you could have a list of approvers, in one group somewhere and tell the ticket to assign that SINGLE approval process and then, that one process, would see the department chosen in the ticket and would assign the appropriate approval process. Please tell me there is a way to do this.
I know, under Department Approvers, you can add more than one Approver Role but I'm assuming that's if you wanted to assign more than one person per department so that won't help. On the approval process, if I changed one of my processes from "Marketing" to "New Hire", I know that under approval steps I can add multiple steps. I tried that first, and added a step for each department, but when the ticket tried to update, I got an error message stating, I think, that the approval didn't match the department or maybe it said the department couldn't be found. Sorry, I can't remember specifically what that message was - that was last week when I tested that way.
Any information you can provide will be greatly appreciated.
Thanks,
Magus
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Asset Reporting
Hello, I have a question about asset reporting. We enter our assets with a parent/child entry. So as an example the CPU would be the parent and any equipment attached is the child. Is there a way to report out these in a way that they are listed together?
The reporting appears to only show counts, not much detail. Thank you for any help you can provide.
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HTML in Email Templates
Hello,
Is it possible to include HTML markup in email templates?
For example, if I wanted to highlight a phone number could I just include the text "<font size=+5>555 4321</font>" in the Template field?
Thanks for your assistance with this.
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Add Code to WHD
Hi.
I’m really after a way to get my own code into the Web Helpdesk pages, for analytics purposes. Where can I put the snippets?
<https://mydonate.bt.com/charities/stroudwomensrefuge> <http://www.hazlewoods.co.uk/news/pension-auto-enrolment-are-you-ready.aspx>
Hazlewoods is a member of international. A world-wide network of independent accounting firms and business advisors.
Be accountable to the environment. Do you really need to print this email?
Hazlewoods LLP and Hazlewoods Financial Planning LLP are both registered in England and Wales with Nos OC311817 and OC300764 respectively, and have their registered offices at Staverton Court Staverton Cheltenham Glos GL51 0UX, where listings of Members’ names are available for inspection. Hazlewoods Financial Planning LLP is regulated by the Financial Conduct Authority.
Hazlewoods LLP is registered to carry on audit work in the UK and Ireland and regulated for a range of investment business activities by the Institute of Chartered Accountants in England & Wales.
Website: http://www.hazlewoods.co.uk<http://www.hazlewoods.co.uk/>
This e-mail and any attachments are confidential and may be legally privileged. If you are not the addressee please advise the sender and delete all record of it from your system; please be aware that distribution, use or reproduction of this email is strictly prohibited and may be unlawful. We accept no responsibility for the content of this e-mail, or the actions taken on the basis of the information provided, unless that information is subsequently agreed in writing.
We take reasonable precautions to ensure our e-mails are virus free, however, we cannot accept responsibility for any viruses transmitted by us and recommend that you carry out your own virus checking procedures.
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Email to distribution group in Action Rule
Hello All,
Under processes we have set up an Action Rule. This Action Rule is designed to change the Priority Level of a ticket as well as add notes to the ticket. In addition, the rule also sends out an email. We are using Office365 for email services. This works just fine when sent to an AD user in our environment that we can pull up from a search in WHD. However, we are unable to send email to a distribution group or to a shared mailbox that exists only in the cloud (no associated AD user). We are using dynamic distribution groups in o365 and we would prefer sending to the group rather than specified individuals owing to changes in staffing over time. Any suggestions?
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Single Sign On (SSO)
We would like to setup single sign on in our environment, but were wondering if there is a welcome page or banner that the client will see when launching the client portal in order to identify the person logged into the system. We want to ensure that tickets created via the portal are created under the correct person's name. Any ideas or suggestions?
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How to report on specific asset
Hi,
we have WHD 12.3 installed.
We like to create a report that will count the number of asset (windows machine) on which Office is installed.
How can we simply create a such report ?
Is there any roadmap planned to report on installed software on a asset ?
Cheers
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Is there a way to run a report against clients in Web Help Desk?
My main question is how can I run a report to see what client is putting in the most tickets? Our company does not have techs entering the tickets. When I run a report and select clients it shows them as a group and not individuals. It is useless information to me. Sure I can export the data into Excel and break it down, but I really don't want to do that. Is there a way to select clients for a report which will break it down by the individual client?
Also, is there a way to place meaningful information on a report. I can run reports and see trends by request type, day, hour, or location, but I want to be able to see what is causing the trends on the actual report instead of having to view each ticket in WHD. Is there a way to do this or is this a feature in the works?
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Release 12.3 - Inherit Client from Parent Ticket
Is it possible to inherit the client from the parent ticket? We have our WHD setup to require clients, but when the task runs, child tickets are created without a client. When the ticket is opened and then saved, we get the message a client is required.
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