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How to create a daily ticket report in WHD
We are moving to production use of WHD next week. One item I am looking for help with is how to create a report that can be scheduled on a daily basis. This report would list tickets open for the...
View ArticleApproval process - guidance needed
I have read through the manuals but am not getting my head around it what. What we'd like to do is create a process for when a client's request means some piece of equipment needs to be ordered for...
View ArticleAre you using other Asset Management / Inventory solutions with WHD?
WHD allows you to track assets and apart having native WMI discovery also integrates with various asset management solutions and provides generic integration. What other products you are using besides...
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Bugs in WHD with tickets not showing up in group queues
I am having some issues with techs not seeing all of the tickets that are in their queue? But when you search for the tickets you are see them
View ArticleIssues accessing FAQs as a tech
Good Morning, I'm not sure if i'm doing something wrong, but, users that I have in the system that are marked as tech (not Admin) cannot access or see the FAQs where clients and Admins can see them,...
View ArticleWHD API - How to search for tickets by creation date?
I've had a rough relationship with the WHD api. The documentation is pretty brief for my skill level and leaves me confused about how to find some parameters. Currently, I'm trying to search on...
View ArticleIs there a way to assign a ticket to specific person when it is created via...
I need to figure out how to properly assign tickets for app admins to check out drive space alerts generated by solarwinds.What I really need is to be able to send an email to WHD and somehow include...
View ArticleWeb Helpdesk and Active Directory
I was wondering if anyone knew of a way to have whd pull information from the organization tab in AD, job title, supervisor, etc?
View ArticleRecreate Request Types
Hi I am just seeking some advice.We have just recently installed WebHelpdesk and have been using it for email submission only. We are currently in review of how the web submit works and how our...
View ArticleNeed Approval Process for each department?
Hello to all: I am having trouble understanding how the Department Approvals work. It takes sooooo long to set them up but I'm assuming I'm doing it wrong. In my mind, I could set up a department...
View ArticleAsset Reporting
Hello, I have a question about asset reporting. We enter our assets with a parent/child entry. So as an example the CPU would be the parent and any equipment attached is the child. Is there a way to...
View ArticleHTML in Email Templates
Hello, Is it possible to include HTML markup in email templates? For example, if I wanted to highlight a phone number could I just include the text "<font size=+5>555 4321</font>" in the...
View ArticleAdd Code to WHD
Hi.I’m really after a way to get my own code into the Web Helpdesk pages, for analytics purposes. Where can I put the snippets? <https://mydonate.bt.com/charities/stroudwomensrefuge>...
View ArticleEmail to distribution group in Action Rule
Hello All, Under processes we have set up an Action Rule. This Action Rule is designed to change the Priority Level of a ticket as well as add notes to the ticket. In addition, the rule also sends out...
View ArticleSingle Sign On (SSO)
We would like to setup single sign on in our environment, but were wondering if there is a welcome page or banner that the client will see when launching the client portal in order to identify the...
View ArticleHow to report on specific asset
Hi, we have WHD 12.3 installed.We like to create a report that will count the number of asset (windows machine) on which Office is installed.How can we simply create a such report ?Is there any roadmap...
View ArticleIs there a way to run a report against clients in Web Help Desk?
My main question is how can I run a report to see what client is putting in the most tickets? Our company does not have techs entering the tickets. When I run a report and select clients it shows...
View ArticleRelease 12.3 - Inherit Client from Parent Ticket
Is it possible to inherit the client from the parent ticket? We have our WHD setup to require clients, but when the task runs, child tickets are created without a client. When the ticket is opened...
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