Can't find a tech permission to change Work Schedule
Is there a way to allow Techs to change their work schedule? Or is there a reason why only Admins can see and change the work schedule?
View ArticleNetwork Path Not Found
Hey guys, I'm setting up the web help desk at the moment on a server they've provisioned me here at [redacted]. I was getting the above error on the web help desk when I tried to start it. The server...
View ArticleE-mail tickets are disabled for your account
I have a user who tried to submit a ticket via email and he got a response that: Subject: ERROR: Your support request could not be processedE-mail tickets are currently disabled for your account.I'm...
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 ArticleDo we need a new role in WHD? Example: "Reporting Manager"
From time to time I hear about need for a new role in WHD. Typically someone who could manage reports (create, modify, run or schedule), maybe read-only access to Clients and Tickers (search and view...
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Assigning tickets to other techs
We are a small team of techs and need the ability to assign tickets to each other. Is that possible so that tech A can open a ticket for tech B? In the admin panel I can't find an option for that.
View ArticleMerge Locations
Hey guys. Quick question. Is there a way to merge locations together. I use Capser discovery and it has started new locations that were based on it's sites. They came in with a different location name...
View ArticleCreated a new Tech account, but it doesn't appear in any other sections
I have created the new Tech account, and assigned to a Tech Group from within the user profile (this is an LDAP linked account also). When I list the Tech Groups, I do not see the tech account, also I...
View ArticleTicket submit delay when using and external SMTP server
We're trying to migrate from our in house Exchange server to Office 365 and when trying to change the SMTP settings for Web Help Desk we notice a 10-20 second delay when trying to submit request...
View ArticleDoes WHD has got any attestation for security of data and vulnerabilities?
I want to know if any one using WHD has looked for if it has got any sort of attestation on software vulnerabilities and other industry standard things. RegardsJay
View ArticleOn Call Techs and WHD
Hey, I am relatively new to WHD and I manage a small IT team that works M-F, 9-5 as biz hours; but is on a rotating 'on call' schedule on the weekends. We are working on our ticket routing and...
View ArticleTracking IT Projects in WHD
I'm new to setting up Web Helpdesk, but is there a way to track long term projects separately from common, daily tickets? I wouldn't want end users to be able to create ticekts set as projects, I'd...
View ArticleNetwork Path Not Found
Hey guys, I'm setting up the web help desk at the moment on a server they've provisioned me here at [redacted]. I was getting the above error on the web help desk when I tried to start it. The server...
View ArticleHow can I get my HelpDesk to run/update faster?
I have the Web HelpDesk running on a sever with 4 processors 16gb of memory and 100gb of HDD space. Every time I update a ticket or delete a ticket it takes a long time (10-20 sec) for the function to...
View ArticleHow to auto-assign tickets based upon location as well as allow tickets to be...
We setup our Web Help Desk and have been using for a few months now, but I am sure it is set up wrong at the moment. We have IT techs in offices around the world, so I want the tickets made in by...
View ArticleIs bb_config.xml file not in Web Help Desk 12.2?
I used to use the bb_config.xml modification to allow techs to put in the word ticket or FAQ in a note and if it was followed by a number it would create a link to that FAQ or ticket. I can't find...
View ArticleAyuda en WEB HEL DESK
Good morning:I want tohelp assoftwareWEBHELPDESK, I cannotwork it intomy clientsbecauseI cannotgocorporate email, 127.0.0.1alwaysworkalone; would like to knowhow to get outtomy clients andi...
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WHD: Change Management Survey
Friends, we have many many features requests for change management, approvals, approval boards, UI for changes etc. Some smaller some bigger and I'm wondering about priorities, what is blocking you...
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Is it possible to include tags via action rules?
I am looking to pull out some custom data from form submitted tickets for easy visibility in our queues. Is there any way to automatically add <custom_#> into a tech note using action rules?
View ArticleWHD Video in Notes
Our tech are trying to to embed videos as Notes for solutions to Web Help Desk Tickets. We have also tried creating Links in Notes to YouTube videos. Nothing is working. The links get sent as emails...
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