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Web Help Desk (WHD)

Web Help Desk (WHD) Feature Requests
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Get the latest news about SolarWinds Web Help Desk (WHD)

Recent Discussions

Need to split a Merged Ticket
I have a tech who mistakenly merged 2 tickets into 1. He wanted to merge 2 tickets, but he accidentally checked a wrong ticket as part of the merge. Can you split a merged ticket so they become 2 separate tickets again? If so, how?
Task corruption
Has anyone had any issues with tasks randomly being corrupted? I have a daily task that creates 10 prepopulated tickets. A couple of days ago I got a call for a tech to say the tickets hadnt been created, when I checked, WebHelpdesk had generated 29 blank tickets instead of the normal 10 populated tickets.. When I checked…
Default Ticket Type
Currently it seems that "Service Request" is the default Ticket Type, and there doesn't appear to be a way of setting a Ticket Type by Request Type (or any other way). Nor does there seem to be a way of changing the default from "Service Request" to "Incident". Am I incorrect, or is that the way it is?
Updating tickets via email
I apologize if I’m asking something that everyone else knows or is documented somewhere that I haven’t immediately found, but I am looking for a list of values that can be used in the subject of an email to change a ticket. Thanks to one post I found, I found that the following subject line can be used to add a hidden tech…
Asset model Required
Any way to add Assets without model? Model is not selected as a mandatory field under Asset configuration but when creating a new asset and selecting the Asset Type the model field is required which I do not really care for. Thanks, Marc
Feature Request - Ability to set a maximum priority or to select which priorities are available for each ticket type.
We have several users that select the highest priority ("Immediate Action Required" in our case) for every ticket they create. We would like the ability to select which priorities can be selected by the user for each Request Type.
Change Ownership of Tasks?
Any way to change the ownership of tasks? If not --- anyone know what SQL table would need to be updated?
Web Help Desk Automation
I see there's a lot of online training around SWSD. What about WHD? For instance, in this video: https://nurture.solarwinds.com/ttt-itsm/building-automation- Where is automation in WHD? Any help on both training and automation for WHD would be greatly appreciated. Thanks!
Basic Ticket Report for Download
Having trouble finding how to create this basic report. I would like a report on tickets for a specific request type "Project" that lists all the typical main fields on the ticket including 4 custom fields I added. When I try to create a report it first shows the grid total and when i click on that link, it does pull up…
WHD WMI discovery screwing up asset types
When using WMI discovery the asset type is changed from desktop,laptop, tablet etc to Hardware even though the "do not overwrite value" box is checked.. This is highly annoying !