Is there a way to attach a document to an asset?
We are currently running WHD 12.1 and I would like to know if it is possible to attach a file to an asset, specifically the form listing the assets signed by the employee so we can retrieve it if there...
View ArticleInternal Error During Search
We are seeing several issues when trying to search for tickets or assets. in this particular case we continue to see the following: "java.lang.IllegalArgumentException: INTERNAL ERROR: Entity...
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Approval Request (Email Template)
HiIs there a way to customise the standard approval request email? The current selection choices, as per the below image are not clear for the end user. I would like to change this to just two choices...
View ArticleWHD - Default Priority
Over the past month or so I've found that for each location setup in WHD, the default priority has changed to the highest level possible with no human intervention. For example, Location A will have a...
View ArticleThe Web Help Desk service terminated unexpectedly.
This happens once or twice a day. I have to restart the service on the server. There are no other errors. No indications as to what is causing this error either but it's annoying. Anyone else run...
View ArticleCustomize FAQ's in Web Help Desk
Is there any way to import a Word doc file or a pdf file into Web Help Desk? If so this would be greatly appreciated, so that I don't have to recreate all my How To documents over from scratch.
View ArticleCreate ticket using XML document
The API documentation describes how to create a ticket by sending the server a .json document. Is is possible to create a ticket by sending a .xml document? If so, is there an example for an XML...
View ArticleImport assets of NPM into Web Help Desk
Hello there, right now I'm trying to get my devices from my NPM into the asset list of the web help desk.I have an express installation version of NPM which means that I'm not using a...
View ArticleWeb Help Desk - Advanced Search - First-Call Resolution
Web Help Desk - Advanced Search - First-Call Resolution We have been using Web Help Desk in our company for a couple of years. In the advanced search tab, there is a condition called "First-Call...
View ArticleLDAP sync w/ Web Help Desk
I am getting users coming in as: James FitzPatrick [i] after importing assets. The only way I have seen to avoid this is manually click each user after searching LDAP. Is there a work around for this?...
View ArticleHow are you handling multiple assignment tickets?
We are in the process of migrating to WHD from another solution. One of the features I will miss is the ability to have 1 ticket but multiple assignments. An example would be a new employee that gets...
View ArticleEncountered error while attempting to send email:...
When setting up WebHelpDesk to work with Office 365 you get the following error when setting up the smtp outgoing mail connector. Encountered error while attempting to send email:...
View ArticleFormatting FAQ Text
Question 1: Does anyone know if it is possible to embed the [list][/list] functionality so that you could have a list that looked like1. step 12. step 2 a. A-step b. B-step3. step...
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 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 ArticleNot Authorized to Approve Change Advisory
Does a person have to be a Tech in order to be part of a Change Advisory Board (CAB)? I've got a person who is a second-level approver for Change Advisories. He is getting an error when clicking the...
View ArticleCreating dependencies for ticket custom fields - can you?
Hi there fellow thwackers, We've recently implemented Web Help Desk and after the initial "what do we do with this?", I feel that we've gotten the hang of it and will be going live with it as our Asset...
View ArticleADFS Single Sign On
Has anyone implemented it and have a easy to follow guide? (the solarwinds one isn't really suitable for newbies!)
View ArticleManual install Exchange SSL cert
Hi, For some reason my whd wont automatically work with an Exchange SSL connection. I logged a ticket about it and a developer installed the ssl cert manually via Portecle however there aren't any...
View ArticleUpdate on Lansweeper 5
We just started using Web Help Desk and are looking to get Lansweeper 5 connected. Does the new update (11.2.1) fix the Lansweeper 5 issue? If not, is there any ETA? I have a work around now but...
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