my group tech levels
Hi, Is there a way for my level 2 techs to see level 1 tickets under their my groups, without adding them to level 1 as well? Maybe I'm missing something, but I thought as long as the tech is part of...
View ArticleWeb Help Desk Widgets
Does anyone know how to create a widget to put on the dashboard that shows all the techs and their status? Example: I want to see the list of Tech's, and by their name how whether they are logged in...
View ArticleHow can I delete multiple clients at once?
We imported our client list and I need to delete quite a few clients, how can I delete multiple clients at once? Or deleting multiple locations may work as our clients are not individuals but are...
View ArticleUsing external report writer(s) with WHD
Is there a document that provides the database schema/definition/etc. for Web Help Desk? We are a new installation and wish to setup archive and report extracts to our data warehouse from the WHD...
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 ArticleWHD End User\Technician Guide
Anyone have a Web Helpdesk End User and or Technician guide you are willing to share?
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"We're sorry, your e-mail address was not recognized by the help desk, so...
After switching from OD/LDAP authentication to AD this summer, our end-users are now all getting this message when trying to update or respond to a ticket via email. We're sorry, your e-mail address...
View Articlejava.lang.NullPointerException error when creating custom fields
When entering custom fields I often receive java.lang.NullPointerException errors especially if I choose to associate the field with request types. I can ignore the error and continue normally, but any...
View ArticleWhat does information does WHD pull from an email to generate a ticket?
We're still in the process of finalizing our Web Help Desk setup. One thing that we haven't figured out yet is what information WHD reads when a user sends an email to create a ticket. Is it possible...
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 ArticleAsset Assigment to the enduser
Dear All, We have implemented Webhelpdesk tool to our customers in Turkey. We are receiving question about acknowledment by user for assign assest. Our question is ; how could end user confirm/approve...
View ArticleAPI call taking a long time to create a ticket.
I'm using Perl's LWP to create tickets in WHD. Most of the time, the call takes > 2.5 minutes to receive a response, even though the request is received right away. The json I'm passing in is...
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:...
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Tech notes field vanishes
We're seeing an intermittent bug where when you click the green + to add a new tech note in the tech interface, the whole tech notes section is removed from the screen leaving just the header: We're...
View ArticleGroup Tickets - Can't see tickets
I submitted this to SW support but I want to see if anyone in the community can respond quicker as it is really the only thing holding me back from getting it out for Beta testing in our environment.I...
View ArticleChanging the default Asset Lookup field?
When trying to add an asset to a ticket, the Asset Lookup field always defaults to "Asset No." I'd say 95% of the time, we use the Network Name to search for assets, and 0% of the time do I know an...
View ArticleEscalation notifications
Hi Maybe me being daft but I am trying to supress email notifications when calls are de-escalated - basically I DO want 2nd level techs to get an email notification when I escalate a call but I DON'T...
View ArticleCreate WHD ticket for failed Symantec Backup Exec job
Ok, my head hurts and I need the assistance of someone who has done this already to save me from myself. I want SAM to raise a Web Help Desk when it sees a Failed Backup job in Symantec Backup Exec....
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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Call for WHD 12.2 Beta testers
We have finally come to the Beta phase and I'm very happy I can share bits with you. If you are interested to participate in WHD 12.2 Beta phase, please sign up here Please note this Beta is NOT...
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