Can the Action Rule email notification field use a tickets client email address?
Trying to create a "warning for closure" status where an action rule would trigger an email be sent to the user warning of the their tickets impending closure if they don't respond....
View ArticleBetter file / attachment management?
Currently if you want to attach file to the ticket, you can: Do it as a Tech in Ticket Details area. Similarly as a client you can attache file to ticket in Client UI in the ticket history. Send note...
View ArticleOne EMail per Request Type?
New WHD user here. Am I reading the documentation correctly for inbound e-mail setup? It appears that I will need a different eMail account for each request type we setup in order to generate tickets...
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"pretty" emails
Hey guys, I used to work at a company that used WHD, and we used to get 'pretty' HTML emails from the server like you see below. Everything is in a bounding box, things are neat and just look better....
View ArticleCan an incoming email account be set to accept messages when there is no...
We have an incoming email account set up (productsupport@company.com) that will receive emails from anonymous external users. The problem is that WHD is rejecting the emails with...
View ArticleWeb Help Desk Request Type Hierarchy Report
Hi All, I'm wondering if anyone knows of, or has, a report that will produce the contents of the Request (Problem) Type table in it's hierarchical format in Web Help Desk? We have 800+ Request Types...
View ArticleOther Higher Ed Folks Using WHD To Support All IT Needs?
Hello! I'm an IT Support Director from a relatively small private art institution. We've been using WHD for several years but have recently decided to rebuild our setup. Since we have a lot of...
View ArticleAsset Check Out through WHD: Auto-Create Client Checkout Agreement Form?
I am looking to migrate our current/homegrown checkout system into WHD, and all seems relatively feasible. The only thing I see missing in the software's feature set is the ability to produce a...
View ArticleIs it possible to have the assigned tech automatically changed when the...
For example, when a ticket is emailed to "helpdesk@xyz.com" it is created with "email generated ticket" request type, and assigned to a default technician. When that technician reads the ticket and...
View Article'Too many incorrect password attempts. Account has been deactivated.' How can...
Using single user free version of Webhelpdesk using Frontbase. Had CAPS lock on when entering password for the admin (only) user login. Tried three times and am now getting the message 'Too many...
View ArticleWeb Help Desk Request Type Hierarchy Report
Hi All, I'm wondering if anyone knows of, or has, a report that will produce the contents of the Request (Problem) Type table in it's hierarchical format in Web Help Desk? We have 800+ Request Types...
View Article7 Months Since last WHD Update/Upgrade.
When we purchased WHD mid-late last year, we were assured that SolarWinds would release 2 major services per year with smaller updates in between for WHD. So far this year there has been NO...
View ArticleStudent Worker Using WHD
We have a student worker in our department that has been given a login and assigned at a technician. The only issue with this is, he's able to see all the technician notes for other tickets. Is there...
View ArticleOne EMail per Request Type?
New WHD user here. Am I reading the documentation correctly for inbound e-mail setup? It appears that I will need a different eMail account for each request type we setup in order to generate tickets...
View ArticleCan the Action Rule email notification field use a tickets client email address?
Trying to create a "warning for closure" status where an action rule would trigger an email be sent to the user warning of the their tickets impending closure if they don't respond....
View ArticleClik here to view.
Email updates duplicating?
I've noticed that in a majority of tickets, when a client or tech updates a ticket via email, the ticket note duplicates. In the below example, the client updated the ticket via replying to the ticket...
View Article'Too many incorrect password attempts. Account has been deactivated.' How can...
Using single user free version of Webhelpdesk using Frontbase. Had CAPS lock on when entering password for the admin (only) user login. Tried three times and am now getting the message 'Too many...
View ArticleWeb Help Desk Feedback Sessions - Need Participants
I’m Julie Bailey with Sage Research & Design, a consulting firm working with SolarWinds to conduct user feedback sessions for various products. We are looking for current Web Help Desk customers to...
View ArticleIs it possible to have the assigned tech automatically changed when the...
For example, when a ticket is emailed to "helpdesk@xyz.com" it is created with "email generated ticket" request type, and assigned to a default technician. When that technician reads the ticket and...
View ArticleClik here to view.
"pretty" emails
Hey guys, I used to work at a company that used WHD, and we used to get 'pretty' HTML emails from the server like you see below. Everything is in a bounding box, things are neat and just look better....
View Article