Ticket Status Update
Using Web Help Desk 12.1 (new user) Created a Ticket Status type called "Resolved" and set Auto Close to 24 hours (thinking that if I resolve a ticket, it would be "Closed" in 24 hours). Well, I now...
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 ArticleNew Web Help Desk (WHD) Library & Support Page!
We've created a new Web Help Desk (WHD) - Updated July 15, 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 page...
View ArticleParent-Child Asset Relationship
Is anyone using the Parent-Child Asset relationship in WHD? What functionality does it provide other than a data point relating one asset to another hierarchically?
View ArticleEmail error
I have WHD setup up and the email is working as it should (both in and out have green lights and I receive emails from WHD when tickets come in and get updated). However I am getting an error (see...
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 ArticleHow is everyone else doing multi-team tickets like New employees?
We have several internal processes that require multiple teams to take action on a single request/incident. With the inability for client information to be automatically copied to child tickets thru...
View ArticleOrion and WHD database on same database server
Hi All, can i put WHD and Orion database on same database server? it that recommended ? regardsPrak
View ArticleRunning a report to show Warranty Exp dates on Assets
Hi All, I have been filling in the Assets side of Web Help Desk and need to run reports that show the warranty expiry dates, can someone let me know how I can do this Thanks in advance Dave
View ArticleSingle signon options
We're currently running webhelpdesk 11.2.1 in a limited trial and would like to see about having single signon enabled for our users to access the application. Our users authenticate using Active...
View ArticleAction Rules to trigger Tasks
I am trying to set up Action Rules to trigger tasks for new employee setups. How can I get the user name into the task from an updated work order that triggers the task? The task will create several...
View Articletraining staff on Web Help Desk
Our company has just purchased Web Help Desk and I have been tasked with delivering the training to our analyst and support staff.I have had a look around the forums and blogs for a any guides,...
View ArticleWHD Fields "Time Since Update" and "Updated" Times Do Not Agree
I have several examples of tickets last edited (per "Updated" field and in the tickets' History) two days ago, yet the "Time Since Update" fields shows about 15 hours since the last update. Why the...
View ArticleSelf-Service password reset
Does solarwinds offer a self-service password reset tool? We have one with our current helpdesk but are switching to web helpdesk so I am in need of a replacment
View ArticleWHD End User\Technician Guide
Anyone have a Web Helpdesk End User and or Technician guide you are willing to share?
View ArticleHow would I delete all assets out of Web Help Desk
We are currently using Spiceworks for asset tracking and when I went to import all of our information from Spiceworks into WHD it would only take a about 1/3 of the equipment and error-ed out on the...
View ArticleDisable Support Contract Email
I am currently the Sys Admin responsible for Web Help Desk. We have multiple departments using the system. The manager of each department is given Admin permissions over Web Help Desk for ticket...
View ArticleWhat triggers a 1st response int WHD
I understand that the clock starts at the time the ticket is opened. I want to know what constitutes a 1st response. To me the logical trigger is sending the customer some type of reply. I wondering if...
View ArticleAdding custom menus, etc?
We've recently moved from Spiceworks to the SolarWinds HD, and I have a few questions about accomplishing things we used to do in SolarWinds. How do you remove "New Account" button on the login page?...
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Download & Install new Apple Push Notifications Certificate!
One of the WHD features is the ability to push notifications to your mobile phone using the Apple Push Notifications Service. This service requires a certificate which expires today. If you want to...
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