Web Help Desk - Client Companies and Location
Hi for everyone, I'm new of Thwack community, and I need help... I'm trying Web Help Desk, and i have this problem: I've create 3 companies (for example A, B, C), 3 Location associated to companies...
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How can I link to a particular Request Type form?
My institution has been using Web Help Desk for several months now and the self-service ticket is great but for one thing: clients have to browse through the request-types to find the correct type and...
View ArticleAssets and Parts
We are evaluating the WHD product and I can't seem to get my head around the Assets and Parts relationship. I have assets being pulled in thru WMI/SAM. This has populated with the information I would...
View ArticleAdvanced Alert Manager & Web Helpdesk
Could someone clarify for me please whether Advanced Alert Manager is available in Web Helpdesk. Currently using version 11.2.1. Tried looking in numerous places but all none give me a definitive...
View ArticleCertain Users cannot select Request Type
Hello All, I have WEB Help Desk installed. I have it linked to a LDAP. Majority of the users in the AD can login and create tickets, but there is one user that when logged in does not have the...
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Check-out or check-in of reservation no longer possible
We're using Web Help Desk 11.0.7 We have a couple of devices for which users can make reservations.This worked fine until last week. We have a device with a reservation what was check-in on...
View ArticleUpdating tickets via email
I apologize if I’m asking something that everyone else knows or is documented somewhere that I haven’t immediately found, but I am looking for a list of values that can be used in the subject of an...
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Using PowerShell to Create HTML that can be viewed in Orion
I wanted to just share a method that can be used to view certain ticket information as a resource, within the Orion Console. In the use case below, I am just retrieving all open tickets for a...
View Articleemail update command in tech view mailto link errors
If I use the subject line given to update a ticket by the plaintext email that is received by a tech, e.g.,Ticket:125408 Action:TechUpdate Hidden:NO Status:EmailClient:YES Reassign: MinutesWorked: (the...
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How can I link to a particular Request Type form?
My institution has been using Web Help Desk for several months now and the self-service ticket is great but for one thing: clients have to browse through the request-types to find the correct type and...
View ArticleLocal Admin and LDAP
Yesterday we changed our AD structure and that seemed to break the LDAP connection. I was hoping I just needed to wait for it to scan and update, but as of this morning I still cannot log in. I also...
View ArticleNew Web Help Desk (WHD) Library & Support Page!
We've created a new Web Help Desk (WHD) - Updated 12/13 support page. This serves as a one-stop shop for all your WHD documentation, how-to's, troubleshooting, and more. You can add the page to your...
View ArticleHow do I access the defaul PostGreSQL database?
Hi, I am trying to access my database so I can set the starting ticket number, as I want to start from where my old Support System left off. I'm using the default, built-in PostGreSQL database, but I...
View ArticleError when email replying to tickets "e-mail address is not authorized to...
One of the techs is getting the following error "e-mail address is not authorized to update ticket" he was trying to update the ticket form email. As far as I know I have this setting enabled what can...
View ArticleIs there any way to modify the text on the login window for WHD?
We'd like to change the verbiage next to the login and password box.
View ArticleUnassigned Tech Ticket Pool
Hi everyone. New member, first post, so please don't flame Have performed a search for this information to see if it's anywhere else but can't find it. Basically the setup I'm trying to arrange in WHD...
View ArticleHow do you mark a ticket as client-locked?
The idea here is a ticket keeps getting reopened by a user but we want to mark certain tickets un-editable by the users.The "Private" lock just hides it from their dashboard but they can reply to an...
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What is embedded database (FrontBase4)?
Hello All, Note : I am not the original Admin who created the WHD database on this server.. I ran into a bit of an issue this morning with WHD. At first I was receiving the following message;An update...
View ArticleWelcome to the Web Help Desk space on thwack!
tWelcome to the Web Help Desk space on thwack! If this is your first time here, you’ll find a wealth of information available to you on Web Help Desk as well as other SolarWinds products. thwack is...
View ArticleWeb Help Desk stopped working remotely
Hi, Our Web Help Desk stopped working suddenly from a remote destination.We can have access from the server using the loopback IP address but I can't have access using the server's FQDN even locally. I...
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