WHD report to average response time and average resolution time
I'm building a company quarterly newsletter. As part of this, I'd like a report that'll offer average response time and average resolution time. My skills for creating reports are weak but am learning...
View Articlethe remote system is currently at the logon desktop your credentials do not...
Hi, while trying to connect to a user pc for the 1st time I got this message "The remote system is currently at the logon desktop your credentials do not allow for access at the current desktop state":...
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Tech notes field vanishes
We're seeing an intermittent bug where when you click the green + to add a new tech note in the tech interface, the whole tech notes section is removed from the screen leaving just the header: We're...
View ArticleCanned responses for notes
Does the feature exist that allows a user to keep a set of canned responses to input into the ticket notes?
View ArticleWeb Help Desk incoming mail - Connection refused: connect;
I need help setting up Office 365 with Web Help Desk. We actually got the outgoing mail server to work however the incoming is getting "Connection refused: connect;". An error last occurred at...
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 ArticleSMTP - Office 365 Outgoing Mail Issue
Hi, Facing some issue while configuring snmtp offce 365 please find the attachment and configuration, if some one have solution for this issue pls revert.. An error last occurred at 10/21/15 5:02 am...
View ArticleAfter Hours Reporting
I'd like to run a report on tickets submitted between 5pm and 5am for a month but I don't see any specific way to do that on the UI.I see that I can run a specific time range report but it selects ALL...
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Client Portal: Modifications to Default Request Type and Client's Profile
Client Portal Default Request TypeCan I edit or add new fields?Can the default request type be turned off and have a different request type be defaulted to show? Client Portal Profile tab/pageCan I...
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 ArticleWill my Inbox merge to WebHelpDesk portal
I have a mailbox we use for support. We are going to use this in WebHelpDesk, My question is, will all the email currently in the INBOX merge into the WebHelpDesk portal? Thank you!
View Article12.4 Release Candidate features
We just got this email regarding :-----We have recently reached Release Candidate (RC) phase for our next release Web Help Desk 12.4. This release contains many improvements focused on security and...
View ArticleHow do I use in the Recipient bar when emailing from action rules?
I am trying to use an action rule to notify a client when their ticket has been reclassified. The instructions are in the email generated by the action rule.
View ArticleWeb Help Desk stopped working remotely
Hi, Our Web Help Desk stopped working suddenly from a remote destination.We can have access from the server using the loopback IP address but I can't have access using the server's FQDN even locally. I...
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Tech notes field vanishes
We're seeing an intermittent bug where when you click the green + to add a new tech note in the tech interface, the whole tech notes section is removed from the screen leaving just the header: We're...
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Approval Request (Email Template)
HiIs there a way to customise the standard approval request email? The current selection choices, as per the below image are not clear for the end user. I would like to change this to just two choices...
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 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 ArticleAsset Queries/Reports
Good morning all, I am sure there is a simple answer to this for those using this product for a while. I want to be able to run reports and queries on all assets in the database, but it will only...
View ArticleWhen updating a ticket with notes, will the ticket status always default back...
I noticed when adding or updating a ticket with notes, the ticket status always changes back to Pending, is there a reason for that or is there a setting we can set so the default is always Open?...
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