Service Agreements in WHD
With regard to Asset Management in Web Help Desk, what is the best way to handle Service Agreements? Ideally I would like to have Service Agreements as separate objects with their own...
View ArticleHidden notes changing Alert Level stays based on Last Updated?
Hi all, Am I crazy or being gaslighted by SolarWinds? When I have used Web Help Desk in the past (for years) adding a note with the "Visible to Client" checkbox UNCHECKED, didn't change the Alert Level...
View ArticleAssets duplicating in WHD.... this is not good
I am seeing assets duplicating, and attributes being mixed among the duplicates, making it really hard to identify what is what. I've been trying to work with tech support on determining what is...
View ArticleAccess from outside for WHD file attachments
Hi, I am trying to see if there is a way for WHD to attach a pdf file in the ticket response to the customer instead if it being a link back to our WHD url. Can this be done? Or do we have to open...
View ArticleExporting and importing tickets
Hi guys, I tried to save ticket/s from our WHD version 11 and import them to WHD v12.5.2 and it kept giving me this error where we have to change the top line? I tried to change it and still...
View ArticleWould people pay more for WHD if SolarWinds added additional development...
It seems that WHD is the redheaded stepchild of the SolarWinds ecosystem. From what I can tell, very little development goes into the product (which could be one of the best products on the market if...
View ArticleAuto logoff feature
Is there a way to disable the auto logoff feature in web console settings?
View ArticleWeb Help Desk and Office 365 mail
Is anyone using Web Help Desk with Office 365 mail? We have found since migrating to this that our Help Desk has issues checking its mail intermittently, nearly every day.
View ArticleAre you using other Asset Management / Inventory solutions with WHD?
WHD allows you to track assets and apart having native WMI discovery also integrates with various asset management solutions and provides generic integration. What other products you are using besides...
View ArticleAuto logoff feature
Is there a way to disable the auto logoff feature in web console settings?
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 ArticleRefresh becomes disabled in Web Help Desk
I have the refresh set to 1 minute in web help desk so I don't have to manually refresh. Periodically I discover the refresh has changed to "Disabled" and if I don't catch that it's changed, I miss...
View ArticleClose ticket via Email
When i close a ticket via and email instead of the web interface, it only delivers the closed notifcation to myself (the tech) and my manager. I have looked around and cant find how to make it also...
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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 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 ArticleGive feedback on WHD get 3,000 points
Hello WHD users, I am working with the Web Help Desk team to better understand how you are using WHD, what you like about it, and what you think could be improved. For those that participate (an hour...
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Block email to a User
Hi, We have a dynamic distribution group set up named all staff. It queries exchange and sends an email to all exchange mailboxes. Any way to block a ticket from being created when someone sends an...
View ArticleGive feedback on WHD get 3,000 points
Hello WHD users, I am working with the Web Help Desk team to better understand how you are using WHD, what you like about it, and what you think could be improved. For those that participate (an hour...
View ArticleTicket Flagging
I just had a technician tell me that in order to have the flag stick on a ticket, you have to save the ticket. He believes this is something new. He doesn't remember having to save the ticket after...
View ArticleIs there a way to clear ticket history
We got all of our Assets into the Web Help Desk and went live with that part, now we are working on creating the tickets part and have been doing a fair amount of testing. Once we are finished testing...
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