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In the process of setting up an external dashboard for reporting on Helpdesk activity and finding it difficult to find any information of the database structure for writing reports. Any help would be appreciated.
Since upgrade to WHD12.7.1 when using new Client UI in History Client Admins can no longer search by keywords on Tickets or by Client surname of the Clients the Admin oversees. Any one else seen this issue?
Question We have a majority of tickets assigned to help desk then assign to a tech in a different group if needed. The issue is then the tech group the person is in does not see the ticket even though a member of the group is assigned the ticket. Is there a way without changing the request type to be able to change the…
As an Admin I do not have this issue. My techs however do. Since the upgrade to 12.7.1 techs will get an error when choosing "New Ticket" for all tickets that are auto routing to a tech group that they are not a member of. In Setup if I go to Techs > Tech Permissions and uncheck "Limit to Assigned Tech Groups" they are…
I know how to delete an attachment that was attached to a ticket, there's a trash bin we can click right next to it. But the attachment I'm referring to is in the Notes section, like when someone sent a ticket update via email and attached an attachment to it, so now it's in the notes, but we need to delete the attachment…
I am looking for a better way to manage asset assignments to my end users. Ideal when assigning something to a user, I would like an email to be sent to them and perhaps an approval button for them to acknowledge them receiving the equipment. Is this something possible?
I am wondering if anyone has steps for migrating Web Help Desk to a new server. We are looking to upgrade the WHD version to 12.7.1 on the newer server. I have the server built with the local PostgreSQL server and need to migrate the data over to the new server. What are major gotcha's in this process? Any advice would be…
We have a number of different teams within the various departments in our company. Each team has a leader. We are hoping that team leaders can see tickets placed by all of the members in their team without having to be added to each ticket individually.
We are pleased to announce the release candidate for Web Help Desk, which is available for download in your customer portal if you are eligible. Each release candidate is a fully tested and supported version of the product and you can upgrade current production servers. The documentation, including release notes can be…
How do you get the Category drop down in the FAQs to sort? Preferably alphabetical. All the other drop down fields, (Company, Location, Department, Model) sort alphabetical and make it very easy to locate the content. What setting am I missing?
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