On Call Techs and WHD
Hey, I am relatively new to WHD and I manage a small IT team that works M-F, 9-5 as biz hours; but is on a rotating 'on call' schedule on the weekends. We are working on our ticket routing and...
View ArticleTrying to generate a report that lists all requests that are not Closed,...
Being new to WHD, our President wants to see a report regularly that lists out all of the active Requests that are being worked (Tickets other than Closed, Resolved, or Canceled). We have been messing...
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Table 'whd.API_KEY' doesn't exist
I am running WHD on Ubuntu 12.04 LTS. I am using MySQL as the database with Apache as the web server. A couple of weeks ago, I mistakenly applied some patches/upgrades to MySQL that caused numerous...
View ArticleHolidays and WHD v12.0.1
We've set up status's to either stop the time clock or allow it to continue to run. But how does WHD handle holidays? We want the time clock to run on requests "during set business hours", which it...
View ArticleNew Web Help Desk (WHD) Library & Support Page!
We've created a new Web Help Desk (WHD) support page. This serves as a one-stop shop for all your WHD documentation, how-to's, troubleshooting, and more. You can add the page to your "links" or...
View ArticleWeb page for public ticket status notification
Does anyone know of a way to setup an external monitor or web page that shows the only basic status of a group of tickets and updates automatically. We want to have a place where our students can go...
View ArticleUpdate on Lansweeper 5
We just started using Web Help Desk and are looking to get Lansweeper 5 connected. Does the new update (11.2.1) fix the Lansweeper 5 issue? If not, is there any ETA? I have a work around now but...
View ArticleAnyone Using WMI for Asset Discovery
Has anyone used the built in WHD (WMI) Asset Discovery tool. I started using it this morning and when I ran it it only found 105 items on the network... There should be several hundred items. Does any...
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How can I link to a particular Request Type form?
My institution has been using Web Help Desk for several months now and the self-service ticket is great but for one thing: clients have to browse through the request-types to find the correct type and...
View ArticleSCCM Discovery Connection with database instance name
I'm testing the v12 release candidate, but I could never get this to work on the previous version either. Our SCCM database requires the specification of an instance, but there is no field for that in...
View ArticleMigrate embedded database to MS SQL Server
Is it possible to migrate the embedded database to Microsoft SQL Server? We are on WHD 11 with Frontbase and are currently planning the upgrade to 12. This will migrate the embedded database to...
View ArticleHelpdesk Portal site in DMZ
Anyone here allow outside access to your web Helpdesk? If so what's your set up? We would like a server setup in DMZ then have that server forward requests to our web help desk internal server. Rather...
View ArticleCustom Ticket View
The layout and information for a Tech Ticket is bloated and a design mess. Is there a way to customize this view or edit the layouts? If not, this should be seriously considered. Thank you!
View ArticleUpdate on Lansweeper 5
We just started using Web Help Desk and are looking to get Lansweeper 5 connected. Does the new update (11.2.1) fix the Lansweeper 5 issue? If not, is there any ETA? I have a work around now but...
View ArticleSCCM and WHD integration
Hi, We are using SCCM to discover our computer assets, but when they are imported, the Asset Type for all devices is 'Hardware'. Looking through SCCM, there is no field that captures whether the model...
View ArticleLimiting emails from Client Admin notes on tickets
Is there a way to restrict the client admin emails that are sent from a note created on another clients tickets? For example we are using our client admins to deal with some level 0 issues and when...
View ArticleRule Triggering for Actions
Can someone explain the options for Rule Triggering when creating an action rule? Was working to build a rule to close stale tickets, not updated by client in 2 weeks and the rule was closing tickets...
View ArticleVariables in custom fields
We use Lansweeper in our networkI would give my techs a direct link to Lansweeper dashboard.The url should be...
View Articlejava.lang.NullPointerException error when sweeping email
Hello, We are running Web Help Desk 10.1.9 Lite and began experiencing an issue with emails not getting swept into the system this morning. The message we see is: The helpdesk was unable to read an...
View ArticleSetting up Dameware remote desktop in Webhelpdesk
Hello all, I'm trying to setup the Dameware Remote Desktop capability in Webhelpdesk listed in the Solarwinds KB SolarWinds Knowledge Base :: Integrating DameWare and Web Help Desk. I followed the...
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