Customize Columns in Client History View
When I a client logs in and views their history, is there a way to control which columns are shown?
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...
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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 ArticleWhy can I only see tickets assigned to me in the "Group Tickets" section?
Good morning Thwack community, I am the help desk manager for a 4 man IT support team. We have had Web Help Desk for almost a year now and haven't run into this issue before. After searching through...
View ArticleWhat do you do with closed elements & tickets?
I just started using WHD and I am not sure what to do with closed elements and tickets. Right now elements are left assigned to the tech that closed it so we can see everything that a tech has closed....
View ArticleApproval before Tasks.
Hi.At present, we have a rule that when an email from HR comes into WHD with an attachment and with a specific subject, it triggers a New Starter Process, and the attachment is passed onto the child...
View ArticleRe-Approval process
I have an approval process established on creation of certain ticket types. When something about the ticket changes, I would like the ticket to be re-approved by the same approvers. What's the best way...
View ArticleEmail to create ticket can fill out forms?
When an email is sent to create a service ticket, the Subject of the email becomes the title of the ticket and the body of the email becomes the body of the ticket. We have some custom fields - Legal...
View ArticleHow do you determine the Custom Field ID to add it as a tag in an email...
Looking to customize our email template with some custom ticket fields, but I do not know how to determine the custom field ID.
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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 ArticleWHD Improvements to an existing system
Hello, I have been tasked with coming up with a list of improvements that we can add to our existing system. Some of my ideas so far include: System specific dashboards for individual usersMoving our...
View ArticleHow to assign an asset to a room location, with no specific asset number?
I have a bunch of Apple TV's that I would like to assign to a room (location). These devices don't meet the requirements to have an asset number assigned to them. So they will not have a specific...
View ArticleApproval process based on variables
I am new to WebHelpDesk. I'm using this to track legal department requests. When a client submits a ticket, I have a Change Advisory Board set up to receive notice and give their approval. For some...
View ArticleAre you using non-default Java with WHD? Why?
Are you using your own Java version with WHD, rather than default shipped with WHD? Why? What are different reasons for you to not using default Java?
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2 Step Approval Process
I have a situation whereby a ticket request for a new user requires a 2 step approval process. I have setup 2 separate Change Advisory Boards (CAB's) and then created an Approval Process with the 2...
View ArticleAre two email addresses really needed for WHD?
WHD setup instructions recommend an inbound and outbound email address for Web Help Desk. Is this absolutely necessary or can we get away with just one email address for both inbound and outbound email?
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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 ArticleWHD 12.3 SQL 2014 multiple instance support
We have been trying to migrate our whd database to our new SQL 2014 server. We are doing a basic sql backup and restore to the new server. I have tested the connection string from our WHD web front...
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...
View ArticleSubmit a ticket vs. Save
I know this is a terribly small thing in the grand scheme of things, but it drives me nuts. When a user goes to the web portal to create a trouble ticket, is there a way to change the "Save" button to...
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