ticket belongs to another client.
One of my techs is I'm getting the error message: "ticket #### may not be viewed because it belongs to another client." I can't find any explanation for it. Anyone?
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Rogue Tickets
Got some unusual behavior with some tickets, is anyone else seeing this? If I run a search/query on all our status types, with an ' status Is not' condition for each, I get a bunch of tickets generated...
View ArticleHow to export all tickets
Hello, I have version 12.1.0 and just want to export all tickets to access or excel to do some reporting. Having a hard time trying to figure that out. Anyone know how? Thanks much,Gary
View ArticleUpdate current tickets with new field
We are running Web Help Desk Version 12.5.2 - Build #12.5.2.84. I've just recently added the Department attribute mapping in our LDAP connection to Active Directory. I'm seeing that I can get new...
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 ArticleWeb Help Desk 12.5 incoming email processing
Hi everyone, I have a WHD customer that uses Office 365 Outlook for their incoming email. The problem is that emails are coming in to their inbox and are getting sent immediately to their deleted...
View ArticleWHD - What does "[D]" mean when it's beside a client name?
New to WHD. Not even sure I'm addressing the correct group.I have 2 assets assigned to a client. One of the assets has "Tammy Simmons" and the other has "Tammy Simmons [D]". What does this mean and...
View ArticleWhat metrics are you reporting to the business?
Was wondering what metrics and KPIs you are reporting to the business with WHD? We are not a large company and I've never been asked for this detail before but our new CIO wants them. I'd be...
View ArticleUpdate current tickets with new field
We are running Web Help Desk Version 12.5.2 - Build #12.5.2.84. I've just recently added the Department attribute mapping in our LDAP connection to Active Directory. I'm seeing that I can get new...
View ArticleAdd CC to Child Ticket through Tasks
I have an onboarding workflow where Child Tickets get created. I would like to be included on the ticket given to one of our Techs who is responsible for setting up the IP Phone. I need to know the IP...
View ArticlePre-Populated ticket creation from a link
Is it possible to put a link on an site that would open the WHD right to ticket creation with data likesubjectdescriptioncategoryalready filled in? looking to fill a gap where a user can make...
View ArticleWHD Tech note "Prompts"
Hello, I would like to add a few "prompts" to all tech notes.Basically I want all Tech notes to say something like:"Who:What:When:Why:"In order to get our technicians to pass more information along to...
View Articlespecify email to use with WHD Action Links
Is there any way to specify whichemail account is used with the Action Links in email from Web Help Desk ? Is it always the default account? We have two companies with two different incoming / outgoing...
View ArticleEmail parsing causing multiple accounts for users
We have been having an issue with the email parsing engine creating multiple accounts for the same email address. I have a client that has 113 accounts right now, all with the same email address and...
View ArticlePre-Populated ticket creation from a link
Is it possible to put a link on an site that would open the WHD right to ticket creation with data likesubjectdescriptioncategoryalready filled in? looking to fill a gap where a user can make...
View Articlechange a tech back to a client
Hello...I'm a newish WebHelpDesk user, still learning the ropes. We had one of our clients temporarily take on a "tech" role. At that point, her client account was linked to a tech account we created...
View ArticleAm new to WHD but dont have the license
Hello All, Am new to Web Help Desk, How do I go about the licensing. Been saddled with the responsibility to deploy a Help desk for my enterprise. Awaiting anwers Thanks all
View ArticleHTML tags visible when using API to create tickets
Has anyone encountered this? We've started using the WHD API to create tickets. The individual ticket looks as it should, but when looking at the 'My Tickets' view you can see the HTML code in the...
View ArticleDoes SolarWinds Support use Web Help Desk?
Does SolarWinds Support use Web Help Desk? If not, then why don't they?
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?
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