Can Default or Built-In email templates be modified?
For example, for the Outgoing email template Default Ticket Greeting, it is coded as follows: <first_name>, thanks for using the service desk ticketing system. You can check the status of your...
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Ever since upgrading WHD to 12.3 (Pt. 3)
For non-HTML formatted email, the formatting got kind of screwed up, see the image below, the information in brackets is contained usually in one line, now there's hard returns in between them, causing...
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Ever since upgrading WHD to 12.3 (Pt. 2)
Since upgrading to WHD 12.3, the action link for Add Note and Cancel Ticket in HTML formatted emails have them joined together, see picture below, creating confusion amongst our users. I hope there's a...
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Ever since upgrading WHD to 12.3 (Pt. 1)
The LDAP synch buttons are grayed out and disabled? Any clue? Thanks in advance.
View ArticleSCCM 2012 Client User Names
It appears that when WHD uses the SCCM connector the Client User Name is getting pulled from the Last Logon User name field. Is there anyway to change that to pull from the Primary User field?If a...
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?
View ArticleAsset Custom Fields question
Hi Is there any obvious logic to which Asset Custom Fields appear in the Assets tab when creating a ticket? I have recently added some servers to our assets (added manually, not via auto-discovery) and...
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Can Tech Permissions be modified to hide certain Setup menu items?
Probably not, but I thought I'd check if Tech Permissions can be set so that only certain menu items from the Setup menu, like Processes, can be seen and modified, not just Ticket permissions. It would...
View ArticleCreate tickets on e-mails - Subject text for assigning to a specific request...
I currently have all tickets generated by e-mail dump into a general request type, I want to keep this setting. However, I want to know what subject text I would need if I wanted an e-mail sent to a...
View Articleoverride approvals - how do I set up to allow techs to override?
override approvals - how do I set up to allow techs to override?
View ArticleError when upgrading to higher version
Scenario, WHD encounters an error when upgrading to higher version (11.2.1 to 12.x or 12.0 to 12.1, 12.2-12.3) and database is either MSSQL or MySQL. "Caused by:...
View ArticleHelpDesk Reassigned tickets
Looking for suggestions on what would be the best approach for this situation.Currently Helpdesk\Sysadmin\DBA\Network groups are all separated into different tech groups.The Helpdesk takes the initial...
View ArticleIs there a quick way to wipe the database?
Greetings, Because of multiple synchs to LDAP, we have duplicate entries in the database. Is there an easy way just to wipe it, so we can do another re-synch with LDAP with the latest information?...
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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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 ArticleHelpDesk Reassigned tickets
Looking for suggestions on what would be the best approach for this situation.Currently Helpdesk\Sysadmin\DBA\Network groups are all separated into different tech groups.The Helpdesk takes the initial...
View ArticleBackup/Alternate Approver
How can I assign an alternate/backup approver when one of my approvers is on vacation or unavailable? Would be nice to have a way to select an alternate, or have an alternate chain that is activated...
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Ever since upgrading WHD to 12.3 (Pt. 2)
Since upgrading to WHD 12.3, the action link for Add Note and Cancel Ticket in HTML formatted emails have them joined together, see picture below, creating confusion amongst our users. I hope there's a...
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 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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