HelpDesk 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...
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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.
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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 Rest API - How to get the history of a ticket
We're implementing a custom report and using the Rest API. It looks like we can get most everything that we need but there doesn't appear to be a way to get the history of a ticket. I can't find...
View ArticleADFS Error when authenticating w/ WHD
So internally, ADFS and WHD play every nice with each other. Right now we have a self signed verification cert, this makes no difference as far as WHD is concerned, SAML 2.0 auth and SSO work....
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 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 ArticleMap locations based on Active Directory attribute
We'd like to assign clients to a Location based on a specific Active Directory attribute. For example, if the client's Office (attrib=physicalDeliveryOfficeName) is 'WDC', we'd like them assigned to...
View ArticleNeed some API help on C# please
Hi, I am a C# developer looking to import client information from our database to WHD. I am reading through the API document but I have hit the wall with my first attempt. My ideal design was: 1) Login...
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 ArticleWhat triggers an e-mail for client ticket resolution?
We have noticed some clients that are not receiving an e-mail asking for confirmation of ticket resolution. What triggers the e-mail? Does the tech have to click on the Save & e-Mail button? If...
View ArticleLogging calls on behalf of a client
We have a 30 day trial of WHD running that will record calls both for our internal IT services and for the services we manage for our clients. We have 2 sales people in customer services that take...
View ArticleCalendar and tech scheduling
Is there documentation anywhere on the utilization of the calendar feature in webhelpdesk and reporting thereof. We have a project with about 40 staff members who contact a number of individuals...
View ArticleCustomized Email Subject Line and Reply-Notes
So, using the info from this old forum post:Help Desk Software Forums by Web Help Desk - Customize E-mail Subject LineI was able to create CustomLabels.properties and change the subject lines to...
View ArticleCreating a multi-step approval process
Hi, I have looked through the forums here and I apologize if I missed this solution, but I didn't see one. We are looking to setup a multi-step approval process in our ticket system. We would like the...
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...
View ArticleAsset Details Tab
On the Asset Details tab I need to see the purchase order number and the purchase date. Purchase order is showing now and if I click to see purchase date and warranty expiration then go back to...
View ArticleWebHeldesk Child Asset fields displayed in Parent
Hi Is it possible to customize which child asset fields are displayed within the Asset Basics tab of the parent? At the moment I have Asset Number, Serial Number, Model, and Location. I would like to...
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...
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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