Client Updates Via Email Creating New Tickets
Hello, Every time a client updates their ticket with a new note WHD creates a new duplicate ticket with said note. I could of swore there was a setting to turn this off, I think one of our Techs...
View ArticleWork on Mobile App?
Can someone from Solarwinds confirm whether there is work on an update to the Mobile App for Web Help Desk? Hoping that there will be an update to the iPhone app, and a new iPad app, with more computer...
View ArticleWHD Creating Duplicate Tickets
Hello, Every time a client updates their ticket with a new note WHD creates a new duplicate ticket with said note. I could of swore there was a setting to turn this off, I think one of our Techs...
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require clients to select asset model when selecting parent request type?
I would like to force the clients to select the asset model once they choose the request type. Please see the attached picture. They select number 1, and then they can save with 3 right away. I would...
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Tech notes field vanishes
We're seeing an intermittent bug where when you click the green + to add a new tech note in the tech interface, the whole tech notes section is removed from the screen leaving just the header: We're...
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Client Portal: Modifications to Default Request Type and Client's Profile
Client Portal Default Request TypeCan I edit or add new fields?Can the default request type be turned off and have a different request type be defaulted to show? Client Portal Profile tab/pageCan I...
View ArticleScreen Pop
Is it possible to open WHD to a particular ticket page through a URL? The scenario would be as follows:- Caller calls into an IVR and enters their Ticket Number- The IVR system transfers the call to an...
View ArticleUpdating MySQL database from email with third party webapp?
We have our database set up on a MySQL server, and I have been asked to get it set up so that tickets will be generated and, as much as possible, fully populated from the body of an email. I realize...
View ArticleSee linked tickets from ticket dashboard?
Is there a way to see linked tickets from the ticket dashboard without having to actually open the ticket?
View ArticleRecipients selection is remembered?
It seems that the check boxes you select in the recipients section of the ticket is remembered on a per-tech basis; is this correct? If so is there a way to change that behavior?
View ArticleCUSTOM TICKET STATUS ASSIGNED TO TECH GROUP
We have different tech groups that have different ticket types, statuses, etc. Is there a way to have a custom ticket status only available to certain tech groups?
View ArticleTask not Firing
I have a hosted WHD client that has a task that is supposed to create 10 elements (Tickets for PMs). This task was/is set to fire once a year. I noticed that their WHD system business hours is set...
View ArticleAttachments not visible to client?
Is there a way to set specific attachments so that they are not visible to the client?
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Auto-Close Canceled Tickets?
I noticed that there isn't an Auto-Close option for the built-in tickets status of Canceled. I am curious why this isn't available; what the thought process is behind a Canceled status that doesn't...
View ArticleProblem Tickets
I still haven't used this feature, but I am curious. Typically, when a "Problem" begins I get a ticket and I respond to it. Another ticket will arrive in a couple of minutes, and I can either setup a...
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 ArticleSearching for Clients using LDAP
I am in the process of adding new clients into Helpdesk. Using LDAP when searching for clients that are not in the system, they are automatically adding themselves to said client list. Is this normal?
View ArticleWHD Asset Management and Inventory Scanners
Our department is fairly new to Web Help Desk (WHD) as well as Inventory Management. We've had great success manually entering most of our information resources into the asset database. However, what...
View ArticleRelease 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 ArticleDisplaying Location Information When Entering a Ticket
We will be using WHD shortly to track trouble tickets for our clients and have run into a small problem. We support several thousand locations which each have unique contact information. We are able...
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