Custom ticket variables/fields in emails and/or ticket notes?
Is it possible to add custom ticket variables/fields to approval emails and/or ticket notes? For example for a special account type a different team than normal has to create an additional account for...
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.
View ArticleWill Forgot Password work for Active Directory accounts?
If I am authenticating into WHD using a Sync'ed Active Directory account will the Forgot Password function actually reset my Active Directory password?
View ArticleAuthenticate some clients but not others?
I have a situation where I have a split client base and I am trying to find a good way to handle them differently with WHD. I have my more modern client base that I am going to authenticate in to WHD...
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 ArticleCustom Field Question..
When changing the number of lines in a custom field it seemed to make the box longer as well as wider. Is there a way to shrink it back down length wise? I tried putting it back to 1 line and it works...
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Quick Note option won't let me select client as a recipient
When I use the option to add a quick note from the ticket view pane the option to send it to a client is not available, is this normal? Is there a way to be able to send the update to a client from...
View ArticleHelp with CC email in request type
I currently have this enabled for request types and it is auto filling in an email address of my boss. I was wondering how we can get this CC field to auto fill other email address's? I must have just...
View ArticleWHD clients marked as inactive after manual AD sync
Hi all, We have been having an issue with Web Help Desk in which our clients are being marked as Inactive despite them having AD accounts which are enabled. Since we are a school, we update AD each...
View ArticleHow to add custom id in email in action rules.
We are having trouble pulling custom fields in WHD to be put in an email as part of an action rule. Ticket <ticket_id> this works Custom fieldsRank <custom_44> id # is from databaseDSN...
View ArticleWHD - Audit Deleted Assets
If an asset is deleted from WHD is there any trace of it that is viewable from the database? Is it possible to view recently deleted assets? I am using a SQL database and WHD 12.5. Thank you for...
View ArticleProblem with Surveys sending out to Inactive users
We recently ran into an issue where our WHD was slowing down randomly while working within the tickets side of things. After working with support for a few weeks on the issue, it appears that our...
View ArticleParts lookup
Is there a way for a tech with OUT "Manage Parts" Permission to be able to view Parts inventory with out creating a dummy ticket, saving and then going to Parts tab? We have a lot of parts in the...
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Embedding links in the FAQs with WHD 12.5
Is anyone else having the issue where embedding links does not work in the FAQs? You can click OK but it doesn't do anything? This seems to be a new issue for us after upgrading to 12.5. We tested in...
View ArticleEscalation/Assignment bug?
We found that if a Tech does not have permission to re-assign tickets to other techs they can work around this and do it anyway. Tech click escalate but does not save ticket. Instead chooses a Tech...
View ArticleCustom Field Question..
When changing the number of lines in a custom field it seemed to make the box longer as well as wider. Is there a way to shrink it back down length wise? I tried putting it back to 1 line and it works...
View ArticleAre you using other Asset Management / Inventory solutions with WHD?
WHD allows you to track assets and apart having native WMI discovery also integrates with various asset management solutions and provides generic integration. What other products you are using besides...
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 ArticleHard drive filling up
after auto discovering in multiple locations in Solarwinds orion why would my hard drive filled up?
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