WMI Asset Discovery Problems
We have been using Web Help Desk for quite some time now, currently running 12.4.2. We have recently started ramping up our usage of the asset piece. Due to us not having SCCM or Lansweeper, we are...
View ArticleWHD Open Date time is (significantly) different than ticket creation time
In looking at first response time data on our tickets, we noticed in some cases there was a large discrepancy (~45 min) between an "open date" time and the first ticket creation time. This led to the...
View ArticleDid WHD 12.4.2.36 introduce different browser requirements?
I am testing WHD release 12.4.2.36 and can not get the FAQ editor to work using our standard browser (IE 11.545.10586); Win10 or Win7. The "Loading" box just appears and keeps spinning. I tried...
View ArticleHow do you make Tech Notes and Time Worked Required Fields?
We want to make Tech Notes and Time worked required fields before the ticket can be closed. Does anyone know how this can be accomplished within WHD? Thank you in advance, Mike
View ArticleMerging Tickets
I understand how the merge ticket works but to me there is a fault with it. Follow along please: 1. I have ticket 'A' that I am working on and it is assigned to me.2. Ticket 'B' comes in with the same...
View ArticleMap locations based on Active Directory attribute
We'd like to assign clients to a Location based on a specific Active Directory attribute. For example, if the client's Office (attrib=physicalDeliveryOfficeName) is 'WDC', we'd like them assigned to...
View Articlethe remote system is currently at the logon desktop your credentials do not...
Hi, while trying to connect to a user pc for the 1st time I got this message "The remote system is currently at the logon desktop your credentials do not allow for access at the current desktop state":...
View Article"Invalid address: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1...
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...
View ArticleSMTP - Office 365 Outgoing Mail Issue
Hi, Facing some issue while configuring snmtp offce 365 please find the attachment and configuration, if some one have solution for this issue pls revert.. An error last occurred at 10/21/15 5:02 am...
View ArticleDocument Changes on My Network/Systems
I'm looking for a solution to help me maintain some documentation on the changes that I perform on my all items on my network. This includes network devices, servers, workstations, etc... The changes...
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"View Ticket" Button link in Gmail?
I have been in contact with support from a different company for one of their products, but I noticed that the emails that are sent through their HelpDesk system have a "View ticket" button link on...
View ArticleUpgrade to Web Help Desk 12.4.2.36 - issues?
Anyone see any major issues after upgrading from 12.4.1 HF1 to 12.4.2.36? Would you do it again? There are some unanswered questions out in the forums, and of course we're being cautious. Thank you!
View ArticleHow do you configure ticket retention?
I am setting up WHD for the first time and am curious how I can configure ticket retention? Also, what are best practices for keeping the ticket database from growing out of control but still keeping...
View ArticleLinking Techs to Clients
I am setting up WHD for the first time and have a good number of Techs that I have had to configure. I just recently found that only clients can be members of a CAB so I need to link all of my Techs...
View ArticleStopping emails from going to techs on escalated tickets
I am new to WHD so please forgive me if this is an obvious question but is there a way to stop emails from being sent to techs every time a ticket is escalated to them or to a tech group that they are...
View ArticleHow to restore a client record?
In setting up WHD I had added a few internal folks as clients via LDAP. I then deleted them but coudln't figure out how to restore or re-activate them; is there an easy way to do this? I also found...
View ArticleUse Case for Locations and Companies?
I am setting up WHD for the first time and I am really struggling with the concept of Locations and Companies, the relationship between the two and the intended use case. It created a location for all...
View ArticleHow to let clients know their tickes are upated without sending details?
Is there a way to configure WHD to email clients and let them know that their ticket has been updated without sending them any of the details from the ticket? My specific use case for this is that we...
View ArticleHow do you link tickets?
I have seen several other posts with this same question but still have not found the answer so I am asking the question again? If there is a post with the answer please feel free to point me to it,...
View Articlethe remote system is currently at the logon desktop your credentials do not...
Hi, while trying to connect to a user pc for the 1st time I got this message "The remote system is currently at the logon desktop your credentials do not allow for access at the current desktop state":...
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