Onboarding process managed by Web Help Desk
I am looking to see if anyone is currently using Web Help Desk to manage the new hire onboarding process. If so how did you accomplish this task. What I am trying to do is have a single ticket to start...
View ArticleE-mail template (format)
Is there any way to customize the outgoing e-mail format? I am coming from Spiceworks and used to something like this - Help Desk Email Templates - Spiceworks I am wanting to customize the 'look and...
View ArticleSending Survey Results with Scheduled Reports
How do you send survey results along with reports? I'm creating some composite reports that will eventually go to management and I'd like survey results to be included, but I can't seem to figure out...
View ArticleDepartment custom fields integration with other data within WHD
ContextWe are using the Department field within "Locations & Departments" and populating with values of our Department Names like "CALS/ADMIN SVCS/BUS SVCS" and "CALS/ADMIN SVCS/HUMAN RES".In...
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SCCM Asset Number Attribute Mapping
Hi All, Is it possible to add an extra SCCM attribute as a selectable option in the Asset No. mapping field? All of our computer assets have the asset number entered into the description field in...
View ArticleWHD First Response Report
Is it possible to pull a report that shows a count of tickets that were NOT responded to within a set time limit (2 hrs) and those that were?I don't want an average, or total response time, I just want...
View ArticleAsset Models by Location - Table-only Report
When trying to create said report the create new report- Report Details tab does not list any options for selecting "Model", "Asset Type", etc as a "Category". The only selections available pertain to...
View ArticleManual Asset input ?'s
Maybe I'm abit ahead of myself. As I enter assets that i currently have in stock room . I'm attempting to add manufacturer, model, serial number etc for each item I'm having some trouble. I navigated...
View ArticleBank Holidays?
Does anyone know if Solar Winds Helpdesk takes into account bank holidays when it calculates the SLA's? and if so where this data is pulled from? i cant find anything in the documentation. Thanks
View ArticleTicket Creator Display Names - Email
Hi,I have webhelpdesk installed and would like the following display names setup - does anyone know how. I will try describe the logic: New Ticket:User X submits a request through email to...
View ArticleStorage locations for parts
Lol yet again probably right under my nose. I'm attempting to setup storage locations for parts ??? any suggestions as I'm having a difficult time locating the section to set them up. Thanks Howard
View ArticleWHD Asset Discovery Connector - Can we pull information on whether a system...
Hello Fellow Thwackians - We need to take inventory of any/all 32bit OSes in our environment, and I am not seeing the option in the Discovery Connector Attribute Mapping tab. Any help out there? Thanks!
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Web Help Desk, Error while updating the database
I had the eval version, Web Help Desk 12.3 and upgraded to a licensed version 12.4. The upgrade went OK but then I was prompted to upgrade the database through my web browser and got the following...
View ArticleRenewing Third Party SSL Certificate
Hi all, I need to re-new our ssl certificate on my WHD VA (vmware), I was able to import the certificate when we first started using WHD a couple of years ago, however, I cant find any documentation or...
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WHD - Discovery Connections - How to pull Client User Names? There is no...
Hi Folks - Am I missing something here? I don't see an 'Attribute' that matches to 'Client User Names' field in the Discovery Connections. Any Help? Thanks!
View ArticleWHD - Remove or Hide the FAQ Link on the Client Portal
Hi Folks - Is there a way to hide the FAQ link on the Client Portal Ticket Page? Thanks!
View ArticleManual Asset input ?'s
Maybe I'm abit ahead of myself. As I enter assets that i currently have in stock room . I'm attempting to add manufacturer, model, serial number etc for each item I'm having some trouble. I navigated...
View ArticleBank Holidays?
Does anyone know if Solar Winds Helpdesk takes into account bank holidays when it calculates the SLA's? and if so where this data is pulled from? i cant find anything in the documentation. Thanks
View ArticleHow do I make the Tech field Required?
We are currently experiencing where a technician would modify a ticket, but not select themselves as the Tech. So we have to go back into the ticket and assign it to them. Is there a way to make the...
View ArticleCan you merge tickets through the WHD API?
I need to merge 2 tickets via the API. Is there any way to do that? I don't see it in the API guide.
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