Separating Department Access in Web Helpdesk
Does anyone use web helpdesk for other departments besides it? Examples:MaintenanceHRUtilitiesVehicle Fleet Management If so how do you set it up to keep each department from being able to see other...
View ArticleAutomated Individual Ticket Reports
We have a customer base with a management structure outside our Support organization. That management base requires access to active tickets on a read-only basis.How do we allow those users to see the...
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.
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Display number of open tickets in NPM
Did anybody integrated some WHD informaiton in their NPM Dashboard? I would like to have a small section of the dashboard showing the number of open/pending tickets...
View ArticleRequire a Tech note before each Status change.
I may be missing something, but is it possible to require a tech before a status can be changed? I want to make sure techs are entering in their notes before putting a ticket into pending or resolved...
View ArticleSetting Ticket type to same as Request Type
Hi all, Is there a way (tick box) that defaults to setting the ticket type to the same as the request type as I assume in most cases these would be the same. For Request types we have three main areas:...
View ArticleIs there a method for configuring the WHD to open a ticket based on an NPM...
I have NPM set up for both my company and a company we work with as well as EOC for both servers, alert central and WHD so is there a way to open a WHD ticket from an alert? Such as, a node goes down...
View ArticleNew Web Help Desk (WHD) Library & Support Page!
We've created a new Web Help Desk (WHD) - Updated January 10, 2014 support page. This serves as a one-stop shop for all your WHD documentation, how-to's, troubleshooting, and more. You can add the...
View ArticleWHD Mobile
Thought I would have a play with WHD Mobile for the iPhone however there doesn't seem to be a guide on how to set it up, can anyone enlighten me on what settings need to be changed to gain access...
View ArticleSome tickets not visible in group list
We are having a problem with some techs not able to see some tickets in the group list but they do show up when they are searched for. This has happened randomly about 15 times. For example, I'll have...
View ArticleWhat is with this Thwack forum...Can't stand it!
Please SolarWinds move to a normal web forum. This Thwack community is a horrible layout. I can't find any help easily. Its very hard to find anything or search for it. I want to get help from the...
View ArticleTicket 15023 is currently being edited by .....
We are new to using the WHD and of the things that is driving us crazy is the fact that tickets are always in edit mode. If I view a ticket which doesn't relate to my role just to look at it, many...
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 ArticleHow do I add a "Ticket Custom Field" to the New Ticket form.
I can create Ticket Custom Fields but they are not showing in the New Ticket form. How to I control/edit the New Ticket form?
View ArticleFAQ's - has anyone created a report for these or modified the search screen...
My IT Department is tasked with creating a number of FAQ's per month. The challenge in tracking this is when I approved the FAQ, the name that shows on the main FAQ screen changes from the person who...
View ArticleDifferent colour backgrounds on notes
Can some one please tell me firstly is there a reason why certain notes from different people in tickets are different colours. Can the individual tech choose there colour or is it to do with the...
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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 ArticleAnyone Using WMI for Asset Discovery
Has anyone used the built in WHD (WMI) Asset Discovery tool. I started using it this morning and when I ran it it only found 105 items on the network... There should be several hundred items. Does any...
View ArticleWHD End User\Technician Guide
Anyone have a Web Helpdesk End User and or Technician guide you are willing to share?
View ArticleWHD Username Attribute Active Directory set to Email
I am currently setting up WHD to function with multiple Active Directory domains, many of which have user accounts with the same login in (jdoe@domain1.org and jdoe@domain2.org for example) which WHD...
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