Disable escalate/de-escalate
Is there any way to disable the escalate/de-escalate feature? We are a school district with a small IT staff of 8 people - we all work on the same tickets and we don't escalate tickets to others. Our...
View ArticleOdd error with Action Rules
I'm seeing an odd error in the logs recently. Web Help Desk is complaining about: Encountered error while testing Action Rule "Some action rule name" against Ticket...
View ArticleHow to depend what clients are able to see or not
Hi all, Im busy with building the WHD for our department. I'm looking for a solution for the next problem. I know how to depend what kind of tickets client are able to make themself. But we are also...
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Create Queue
Is their a way to create a custom Queue instead of the standard My Tickets, Group Tickets, Flagged Tickets listed at the top. To filter tickets that have been created with a certain label to filter...
View ArticleDisable escalate/de-escalate
Is there any way to disable the escalate/de-escalate feature? We are a school district with a small IT staff of 8 people - we all work on the same tickets and we don't escalate tickets to others. Our...
View ArticleLimiting Status Types to specific ticket types
Is there any way that I can limit a particular status to specific ticket types? I know I could change an unsuitable status via action rules, but I'd rather that he techs didnt have the option to select...
View ArticleReport / Query of tickets assignements
Dear all, Using the information in History of a ticket, easily helps to find out if a ticket was taken by a tech or given by somebody (line manager) to a tech. Sometimes it might be interesting to...
View ArticleRESOLVED having issues after upgrading to 12.5.1
We have the Resolved status type set so that those tickets automatically close after two days and set to not allow clients replies to Resolved emails to reopen tickets. However, since the upgrade to...
View ArticleLocal Admin account De-activated?
Today, my free trial of the SolarWinds Web Help Desk expired - one day too short. I also got my License from my vendor, today. So, I went in to try and update the license on the web page and it's...
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Having trouble creating a status type action rule
I'm trying to create an action rule that will not allow a tech to change the status of a ticket to "Approved". I only want the approval process to be able to change the ticket status to "Approved"....
View ArticleTicket Type Priority
Is there any way in the Webhelpdesk that I can change the ticket priority when I change the ticket type (Service Request, Incident or Problem)? I am aware the priority is associated with Request type...
View ArticleAPI integration with WHD
Hi All,We've been working through integrating the Solar Winds Web Helpdesk with our in-house Job management/Accounting software and I thought I'd share some results.We are using the powershell...
View ArticleClient cannot add a note to Resolved tickets
I have one client who is unable to add a note to a ticket that has been marked resolved. I also have a client who was unable to add a note to a ticket that was in awaiting response status. These are...
View ArticleCan't report on custom field?
Has anyone come up with a way that they can generate report data based off of a custom field?
View ArticleAutomatically closing ticket after X days.
Just a quick query, we're running the WHD live now and we've added a Status type of "Resolved" which sends an email to users to check the ticket has been resolved and if they click "Yes" it closes the...
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Create Queue
Is their a way to create a custom Queue instead of the standard My Tickets, Group Tickets, Flagged Tickets listed at the top. To filter tickets that have been created with a certain label to filter...
View ArticleHow to depend what clients are able to see or not
Hi all, Im busy with building the WHD for our department. I'm looking for a solution for the next problem. I know how to depend what kind of tickets client are able to make themself. But we are also...
View ArticleUpgrade to 12.5.1 - Error while updating data to version 12.4.2
No com.macsdesign.whd.ProblemType found with globalID: <ProblemType: [problemTypeId: '0' ... stopped our upgrade in its tracks. Anyone else have the issue coming from 12.4.1 to 12.5.1? Share your...
View ArticleWMI 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...
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Adding a column at Customer's Web Interface History Grid
Hello! I need some help getting this done. I want to add an extra column in the History Grid of the Customer's Web GUI. Is it possible to add the Request Type prior to the Request Detail column? If...
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