Multiple tech groups and locations
ok. I have an interesting question and I am looking for some ideas. Setup:We have a tech group in India and a Tech group in the US. We have separated all of the clients based on their Location (India...
View Articlerequest types by company
Setting up the Web Help Desk for a multi-company support group, I have discovered a n administrative nightmare.We have external parties logging calls for our clients - eg they manage some application,...
View ArticleWHD - It is possible get a Ticket Report by Client on Web Help Desk?
I'm having a little fun with WHD, but, when I try to get a Ticket Report by Client, but I have not made it yet . Does anyone knows if this it is possible? I will appreciate any information about it...
View Articlecreate report with custom fields
I have created some custom fields to keep track of Asset Repairs in Web Help Desk. Such as Repair Vendor [Text], Repair Sent [Date], Repair Cost [Currency]. When I select the Reports button and create...
View Article"Note delete" permission?
We have a need to disable certain users from being able to delete notes on tickets. How can we do this? I did not see this permission in the config. Thanks!
View ArticleWHD - Can you send out Notices to Distro groups
Hello, I am just starting to look at the WHD. Can a tech using WHD send out maintenance notices to distribution groups? We would like to co-corporate the option to have the Technicians to be able to...
View Articleweb help desk - sub-asset? how best to track sub-components...
Hello. I'm new to WHD. My organization needs the ability to track the location of sub-components in PCs (PCI graphics cards, primarily) -- which for reasons I won't get into are occasionally...
View ArticleWeb Help Desk - Solar Winds Sources
We are in the process of evaluating an implementation of "Web Help Desk" and wanted to confirm some aspects of automated reporting and ticket generation via "Solar Winds Sources". The intention is for...
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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...
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 ArticleWHD initial set up- Problems with clients logging tickets via portal when the...
Hi Am hoping someone else has come up against this & can provide some ideas as it seems to otherwise be a bit of a hole. We have not yet gone live, I am currently setting up for first use.Our...
View ArticleAlert Notifications
My Alert Notification keeps sending information about a different Node in the Notification report. Not able to determine why this is occurring. The first Test of the Alert returns the correct...
View ArticleE-Mail templates in different languages
The custom E-Mail templates have the ability to create further templates in other languages, but how/where do you configure the client with a language (locale) so that the correct template is used when...
View ArticleHow do I setup auto assign to the next level.
How do I setup auto assign to the next level. Right now tickets come in unassigned and techs can pick them up. I would like to have the tickets auto assign to level 2 tech after a set time of not being...
View ArticleDoes WebHelpDesk 12.1.0 support Exchange 2007?
Does WebHelpDesk 12.1.0 support Exchange 2007?
View ArticleChanging SSL Methods
So, in light of the recent Heartbleed attacks, I've been encouraged into looking int getting all our internet-facing websites more secure. I've been running tools at Qualys SSL Labs - Projects / SSL...
View ArticlePowershell rest api update custom field
Hi I am battling to get to grips with the rest api.I am using the below PowerShell script which does not throw any exceptionscan anybody shed some light on my dilemma The full story: { I am using...
View ArticleHow to add a labour charge to a ticket?
I have read through the documentation, and used the demo site, but can't see how to add labour charges to a ticket. I have configured a rate as per the docs, but do not see where to apply it. I am able...
View ArticleManual Tech Group selection
Is there any way to get WHD to allow manual selection of a Tech Group both when creating a ticket and when editing it?
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