IP of Clients/Techs
I know we have the ability to look at logs for times clients/techs log on/off or even time out. Do we have the ability to see the IP address of a client/tech when they are logged in? This would be a...
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...
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What should connection timeout be set to in Email Options for Web Help Desk?
Hello. Currently, I have timeout it set for 15 seconds however, saving tickets in the web interface is very slow. If I set to say 5 seconds I start to get timeout errors when WHD tries to send out...
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 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 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 ArticleProblem Ticket Issue
So, we had 6 incidents today that I wanted to assign to a Problem ticket. I don't know if my way of thinking is way off base, but this isn't very intuitive. I create a Problem Ticket. I added a...
View ArticleFolders in WHD
We are new to WHD. Trying to figure out how to categorize projects and view them as such. Example; I often have several large projects that are similar in scope. Each project has multiple tasks. I'd...
View ArticleEO_PK_TABLE holds a list of db tables with the maximum primary key for that...
New user and want to confirm this table whd.dbo.EO_PK_TABLE holds a list of db tables with the maximum primary key for that table?If you are manually entering assets information from the front end...
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 ArticleMore than 5 Related FAQ on Client Page?
Hi We are starting to use alot of FAQs in our organization.I am wondering if we can increase the amount of related FAQs to display to more than 5? If so, how do we go about it?After 5, you need to...
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 ArticleWriting records into the asset history?
Had Webhelpdesk for a couple of months now... Wonder if anyone can help me? We have 2 different types of asset "vehicle" and "unit" and one type is typically a child of the other (we have a unit which...
View ArticleImporting an SSL Certificate into Web Help Desk
I have been following the Web Help Desk Document "Importing an SSL Certificate" Web Help Desk Documentation Library | Installation | Importing an SSL Certificate and have been running into a problem....
View ArticleWeb Help Desk Hide Tabs in Client View
Is there a way to hide tabs in the client view for Web Help Desk? Specifically I would like to hide the Messages and Profile tabs as I don't want clients accessing them. Thanks in advance for any...
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Your session has expired. Please log in again.
Recently people at our site have had a problem using Chrome and WHD. After they login, everything is fine. If the session goes idle and they come back, there is a login prompt - no big deal. The...
View ArticleReporting / Actions on Surveys
I'm not sure if this is a feature request or something I'm not understanding. First I'd like to be able to send emails to our technicians and supervisors based on some of the survey results. I'm not...
View ArticleUsing WHD for More Than One Department Technician Group
We would like to setup WHD so that we can have IT and another department use it. However, we don't want either department seeing the other's tickets. I have created separate department groups, tech...
View ArticleProblem Ticket Issue
So, we had 6 incidents today that I wanted to assign to a Problem ticket. I don't know if my way of thinking is way off base, but this isn't very intuitive. I create a Problem Ticket. I added a...
View ArticleAsset Inventory
Two things: 1) I would like to export my Assets from WHD so I can import them into FileMaker Pro, so I can do an inventory with our iPhones using FileMaker GO. I can scan the asset tags by...
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