Next Ticket Cursor + Limit to Assigned Tech Group Permission
Hi All,We've run into this odd issue in WHD when you are viewing your ticket details and want to advance to the next ticket by clicking on the cursors on the top right. Normally it would advance to...
View ArticleRun Tech Account Total report
Hello, We're running WHD 12.5.1, and are preparing to upgrade to WHD 12.5.2. I was wondering if someone can help guide me with the following;I want to run a report that tells me how many total Tech...
View ArticleChange URL of WHD?
Hi all. Can someone provide instructions for changing the URL of WHD to something like helpdesk.mycompany.com instead of server:port/helpdesk/blahblahblah? I would appreciate it. Thanks!
View ArticleLack of Meaningful WHD Enhancements is Disappointing
First, it's great that WHD gets security updates. They are needed and important, however I wouldn't consider them to be meaningful enhancements. I chose WHD several years ago because I liked the...
View ArticleDeleted Assets Come Back
I have several assets that have been recycled. I have deleted them from WHD but they keep coming back when discovery runs. I don't understand why if the machines don't exist on my network anymore. I...
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Download & Install new Apple Push Notifications Certificate!
One of the WHD features is the ability to push notifications to your mobile phone using the Apple Push Notifications Service. This service requires a certificate which expires today. If you want to...
View ArticleWHD outgoing email settings
Hi every one,I want to ask about WHD outgoing email address settings, we implement WHD in our company and I am new to WHD, I have to set email accounts for WHD. I have configured successfully incomming...
View ArticleEmail Tech Group if No Tech Has Grabbed the Ticket
Is it possible to have web help desk email the Tech group if a ticket has not been assigned/picked up after a certain amount of time? We are a small group of four techs so sometimes we overlook a...
View ArticleProblem vs Incident
Wondering how others deal with this. According to ITIL, an "incident" is 'An unplanned interruption to an IT Service or reduction in the quality of an IT service.'A "problem" is 'the cause of one or...
View ArticleRun Tech Account Total report
Hello, We're running WHD 12.5.1, and are preparing to upgrade to WHD 12.5.2. I was wondering if someone can help guide me with the following;I want to run a report that tells me how many total Tech...
View ArticleChange URL of WHD?
Hi all. Can someone provide instructions for changing the URL of WHD to something like helpdesk.mycompany.com instead of server:port/helpdesk/blahblahblah? I would appreciate it. Thanks!
View ArticleNext Ticket Cursor + Limit to Assigned Tech Group Permission
Hi All,We've run into this odd issue in WHD when you are viewing your ticket details and want to advance to the next ticket by clicking on the cursors on the top right. Normally it would advance to...
View ArticleLink to a FAQ
We really haven't made use of WHD FAQs yet, mainly because our users submit tickets via email. SO… What I am wondering is, can we include a FAQ as part of our Notes back to Clients, with the FAQ being...
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Updated Ticket notification emails
Hi there, I'm quite new to the WEB HelpDesk scene so any help is greatly appreciated. We currently have our Help desk configured with email notifications. When a ticket is opened(status open) an email...
View ArticleProblem vs Incident
Wondering how others deal with this. According to ITIL, an "incident" is 'An unplanned interruption to an IT Service or reduction in the quality of an IT service.'A "problem" is 'the cause of one or...
View ArticleSearch and sort with WHD asset management?
Is there a way to search for either duplicate assets in WHD or people with more than one asset assigned to them? Can this be done directly at the database? (Although that may be playing with fire.)...
View ArticleWhy no Report available for the Client
Why is the Client not a drop down option to pull reports on?I want to see who are my top 20 people that call in to the helpdesk. That's a pretty basic report that I am baffled as to why I can get that...
View ArticleLock all techs out of ticket except assigned tech
We have an issue where a Tech is working on a ticket, then mid-stream another tech hops on it, disrupting the continuity of support to the staff who has created the ticket. Is there anyway to lock all...
View ArticleSatisfaction Surveys
Am interested in what people are asking on their satisfaction surveys? Do you send one? If so, what questions do you ask?
View ArticleSupport for General Data Protection Regulation (GDPR)?
Our Web Help Desk is populated from Active Directory with Staff names, ID numbers and email addresses to track calls. This is personal data under EU Data protection regulations - GDPR (Home Page of EU...
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