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Bulk Action Adding Client Custom Field Not Working
I have a single-option client custom field I'm trying to bulk activate for a few hundred clients. I create the bulk action, save it, select all the clients I want to change, run the action, status bar...
View ArticleClient Admin-only Request Types
We are looking for a way of restricting request types to only be accessible, or permitted, to only department managers. I'd assume they would be highlighted as client admins, though I'm open to any...
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Custom Fields appearing when not selected
I have 3 custom fields that are appearing in a ticket when they are not selected. Any ideas why this might happen?
View ArticleWeb Helpdesk API Pros and Cons
Hi, I built a powershell script that will invoke restmethod API to create a new ticket in the Web Helpdesk Ticketing system. I have been working in my companies development system and I got everything...
View ArticleTech admin doesn't have admin rights
I'm running Web Help Desk version 12.5.2 - Build #12.5.2.84.. I have a user that is setup as an Admin, but when they log into Web Help Desk, all they see is a normal user portal. How can I make this...
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Disable Tech Account - Can no longer log in as Client?
Hello. We have a new situation that has come up. One of our Technicians has changed positions, and no longer requires Technician access to the help desk. I have gone ahead and inactivated their...
View ArticleRe-opened Status
I can search by ticket numbers and get 2 Re-Opened status tickets.I can search by Re-Opened but only get 1 ticket.I can search by ticket number and Re-Opened and get 1 ticket.I can search by 2nd ticket...
View ArticleUpdate WHD ticket by Email
How to update a WHD ticket by e-mail to add notes, change status, attach files
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 ArticleTask Examples
I was just wondering if there was any documentation\examples for various Tasks and different ways to use them. Right now we're doing trial by error but are curious if we may be missing a different way...
View ArticleWHD 12.5.2 not processing Office 365 email tickets
I have setup my WHD to process tickets from emails. I'm using the Exhcange/Office 365 setup. I have green dots on both the incoming and outgoing mail accounts. This is a new AD account and email...
View ArticleClient Interface not Displaying in Web Frame after Upgrade to 12.5.2
I submitted a Case to SolarWinds today but their Engineers have to investigate and they're not in until Monday. I'm trying to resolve this before then to minimize the impact this issue is going to...
View ArticleTech login after 12.5.2 upgrade
Hi,I've read through the documentation re upgrading 12.4.1 to 12.5.2, but I'm still unclear if the Tech accounts have single sign on. Can anyone confirm if Tech accounts always need to log in with...
View ArticleResetting a Tech Password (self-service)?
I may be completely missing this, or maybe this should be posed as a feature request, but since the upgrade removing Tech accounts LDAP connection, there seems to not be a way for a Tech to reset their...
View ArticleReporting - Submitted By
I am working to see if I can create a report that shows who is submitting the tickets. When I choose the Category of Client the report does not break down by user name. We have our AD linked and when...
View ArticleWHD Incoming Mail Settings reset themself
Under E-Mail -> Options -> Incoming Mail I changed the settings of "Create Accounts for Unrecognized Senders" to YES and checked "Use Incoming Mail Account as "From" Address". But the moment I...
View ArticleAutomatically creating and attaching a child ticket to a parent
I'm having a serious mental block here... When I create a change request, I want to automatically create 2 child tickets (similar to task tickets in Servicenow) and automatically attach them as child...
View ArticleScheduling Action Rules
Is this possible? Example: During after hours/weekends I have a rule that auto-closes low-priority/non-critical tickets with an email to the client instructing them to contact their supervisor for...
View ArticleUsing the Discovery Tool to get the amount of RAM installed?
Not sure that this is possible or not but when running our daily scans on our assets, we were trying to see if there was a way to get it to pull the amount of RAM installed into the asset. Can't seem...
View ArticleAction Rules for Assets?
Morning everyone. Does anyone know if there is an equivalent of an action rule for assets? I have a custom field within my Assets called 'Asset Owner' which is a popup menu type field. I want to be...
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