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...
View ArticleWeb Help Desk and Office 365 mail
Is anyone using Web Help Desk with Office 365 mail? We have found since migrating to this that our Help Desk has issues checking its mail intermittently, nearly every day.
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Help needed with approval process
I would like to do a one step approval, but need a little help.I was under the impression that a user could create a ticket and it would go to the approver to be approved but during this time it would...
View ArticleMerge Users
I have a problem, we recently updated our email domain name from americamcementcompany.com to am-cem.com and now WHD sees everyone as a new client. They are all still the same. Is there a way to...
View ArticleWHD Assets/Discovery Engine
I am giving the discovery engine one more chance before pulling the plug (possibly on WHD all together), and I was hoping that somebody has some suggestions on which attributes to protect (Do not...
View ArticleWeb Help Desk Calender
Is their a way to add events to the WHD calendar? If you can, can you add alerts/reminders to those events? In one of my WHD tickets that I have, I am supposed to meet with a teacher sometime this...
View ArticleTrigger for email to be sent out
I am trying to work with action rules, but can not get one to work. It may be that it needs setting up in a different way, but it is just not working. I have some custom fields Date of Change:...
View ArticleClient to choose asset during ticket creation
We have been using WHD for about a year and a half, but just started using the asset portion of it. I feel like I'm missing something here....how can I add a field to the client creation screen so...
View ArticleBad codification when downloading TSV file. Now SQL SELECT.
Good morning! I am trying to export the TSV file of all tickets in order to read them into another application. But no matter how I try to import it via programming languages, it gives me back...
View ArticleNew ticket creation under tech account
When creating a new ticket under a tech/admin account, how do you have under ticket details, recipients; client, and tech checked automatically.
View ArticleAdding user comment
Is there a way in WHD to add a client note via the technicians view that looks like it was added by the client? We have not let our users in the system yet and I am looking for a way that I can add the...
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 ArticleWHD Dashboard / Scorecard
Hi Everyone, I have had a request to setup a dashboard for Web Help Desk that shows some simple statistics. The idea being that it will be displayed on a TV screen and everyone in the office can...
View ArticleThe Web Help Desk service was launched, but failed to start.
Hi All, I am new to solarwinds tool and just finished installing Web Help Desk. However Web Help Desk in not starting and I am getting below error in log file: ERROR | wrapper | 2016/05/30 12:19:05 |...
View ArticleWHD - Action Rule Send to Email recipients
Another Rule issue I have come across is that when I have set up a rule to email recipients to say that a task has been completed, one of the recipients said would it be possible to see who else the...
View ArticleCustom Fields for Ticket causing issues
When a ticket is created and the request type is chosen the custom fields appear which is good, however if you start typing in the Request Detail field and then think oh dear I got the wrong Request...
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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...
View ArticleSingle Sign On and Web Helpdesk?
Hi, This is my first post here, hoping for some assistance. If this has been posted before, I apologize. We are using SolarWinds Web Helpdesk (I think we are on version 12.4 now), and would like to...
View ArticleAdjust the customer email
Where do you adjust the email sent to customers that removes all of the ticket information or at least push that to the bottom of the email. When a technician is communicating with a customer, the...
View Articledatabase or views question
Can I add another asset database? Or maybe I can solve my problem with groups, I'm not sure.We have a Windows and a Unix group. These groups each support 500 machines. I would like the Windows group to...
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