When I a client logs in and views their history, is there a way to control which columns are shown?
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Customize Columns in Client History View
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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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Download & Install new Apple Push Notifications Certificate!
One of the WHD features is the ability to push notifications to your mobile phone using the Apple Push Notifications Service. This service requires a certificate which expires today. If you want to continue using these notifications you need to install the new certificate availalbe from your customer portal.
Click on License Management -> ChooseDownload (under Web Help Desk license information) -> scroll toTools & Plugins and click Download button next to "Apple Push Notification (APN) Certificate".
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Why can I only see tickets assigned to me in the "Group Tickets" section?
Good morning Thwack community,
I am the help desk manager for a 4 man IT support team. We have had Web Help Desk for almost a year now and haven't run into this issue before. After searching through the forums and checking a couple of similar posts I decided to make an account and ask myself and hopefully get some help with this issue. In the "Group Tickets" section of WHD I was originally able to see all open, pending, awaiting customer, and recently resolved tickets in our organization. When I logged in yesterday morning, for some reason, I was only able to view tickets assigned to me in the group tickets section. Both "My Tickets" and "Group Tickets" read the same number of tickets and contain the same information. I am still able to search for new tickets to begin assigning them and working on them as needed but would like to find the setting that would allow me to get back to the original company view.
Has anyone had this issue before or can anyone point me in the right direction to solve this problem?
Thanks!
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What do you do with closed elements & tickets?
I just started using WHD and I am not sure what to do with closed elements and tickets. Right now elements are left assigned to the tech that closed it so we can see everything that a tech has closed. The main task is moved to a supervisor so they can verify everything is done. I am not sure this is the best way of processing tickets but I am still learning the application. Any suggestions?
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Approval before Tasks.
Hi.
At present, we have a rule that when an email from HR comes into WHD with an attachment and with a specific subject, it triggers a New Starter Process, and the attachment is passed onto the child tickets. Works fine.
BUT
What I need to do is add an approval step at the beginning to stop the tasks being created if the approval ticket was rejected (missing form etc.).
I hope that makes sense..
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Re-Approval process
I have an approval process established on creation of certain ticket types. When something about the ticket changes, I would like the ticket to be re-approved by the same approvers. What's the best way to accomplish this?
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Email to create ticket can fill out forms?
When an email is sent to create a service ticket, the Subject of the email becomes the title of the ticket and the body of the email becomes the body of the ticket.
We have some custom fields - Legal Name, Job Position, and Employee Number that we're using on our new hire tickets. We're trying to automate this process by having our employee tracking system shoot an email to the Help Desk when a hew hire is entered into that system. We're trying to figure out if we can customize those emails (maybe tags around the fields) so that the data provided populates those fields within the ticket as opposed to just dropping into the description of the ticket.
Thanks,
Magus
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How do you determine the Custom Field ID to add it as a tag in an email template?
Looking to customize our email template with some custom ticket fields, but I do not know how to determine the custom field ID.
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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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WHD Improvements to an existing system
Hello,
I have been tasked with coming up with a list of improvements that we can add to our existing system.
Some of my ideas so far include:
System specific dashboards for individual users
Moving our assets into WHD
Utilizing the FAQ library
Are there any other thoughts or suggestions out there that you currently use WHD for?
Thanks for sharing your ideas.
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How to assign an asset to a room location, with no specific asset number?
I have a bunch of Apple TV's that I would like to assign to a room (location). These devices don't meet the requirements to have an asset number assigned to them. So they will not have a specific number. If setting up as a child asset, how would I do this?
Web Help Desk Version : 12.2.0 - Build #12.2.0.9011
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Approval process based on variables
I am new to WebHelpDesk. I'm using this to track legal department requests.
When a client submits a ticket, I have a Change Advisory Board set up to receive notice and give their approval. For some tickets, I would like additional people to receive and approve based on variables.
Example -- does this deal include XXX? yes/no. When the client selects Yes, I would like the 2nd approval process to run with a new set of approvers.
I've set up custom fields to capture the yes/no variable.
What's the best/easiest way to accomplish this?
Thanks
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Are you using non-default Java with WHD? Why?
Are you using your own Java version with WHD, rather than default shipped with WHD? Why? What are different reasons for you to not using default Java?
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2 Step Approval Process
I have a situation whereby a ticket request for a new user requires a 2 step approval process. I have setup 2 separate Change Advisory Boards (CAB's) and then created an Approval Process with the 2 Cab's included (Step 1 and Step 2) however we have come across an issue:
When Step 1 is approved, it triggers the Step 2 Approval Process, however if Step 2 is denied the ticket remains in limbo as neither approved or denied. Is it possible to make Step 2 an overriding approval so that if it is Denied the ticket can be closed? If both Step 1 and Step 2 are approved then we are able to proceed with the ticket but not if Step 2 differs from Step 1. This seems like a major FAIL in the process tree (unless I am doing something blatantly wrong).
Any help would be greatly appreciated
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Are two email addresses really needed for WHD?
WHD setup instructions recommend an inbound and outbound email address for Web Help Desk. Is this absolutely necessary or can we get away with just one email address for both inbound and outbound email?
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Download & Install new Apple Push Notifications Certificate!
One of the WHD features is the ability to push notifications to your mobile phone using the Apple Push Notifications Service. This service requires a certificate which expires today. If you want to continue using these notifications you need to install the new certificate availalbe from your customer portal.
Click on License Management -> ChooseDownload (under Web Help Desk license information) -> scroll toTools & Plugins and click Download button next to "Apple Push Notification (APN) Certificate".
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WHD 12.3 SQL 2014 multiple instance support
We have been trying to migrate our whd database to our new SQL 2014 server. We are doing a basic sql backup and restore to the new server. I have tested the connection string from our WHD web front end server using Microsoft Universal Data Link files (*.UDL) and it works fine.
However when we change the connection string within the WHD console we get an error saying it can't connect to the database.
Has anyone else upgraded to a SQL 2014 server with multiple instances on it?
Thanks
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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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Submit a ticket vs. Save
I know this is a terribly small thing in the grand scheme of things, but it drives me nuts. When a user goes to the web portal to create a trouble ticket, is there a way to change the "Save" button to a "Submit" button? It makes a lot more sense...
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