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Help. I think I broke my WHD. My attempt at removing 3 ladies from an Action Rule and Adim Role has caused them to receive emails on every ticket in the Help Desk. At this time I have them deactivated on the Help Desk so they will not keep getting emails. I have looked at everything they are a part of to no avail.…
I am using casper environment and I have Check In Date attribute that I want to map to my Asset Custom field in Web Help Desk. But I don't see the Check In Date in the list. Any Ideas?
I am trying to setup a process for new hires where we do not create parent/child tickets because we do not want a bunch of tickets created with each new hire. Instead we would like a checklist that the user can click on to select the items they want to request when they submit a ticket. For example when we bring a new…
Given the new process for KCS in WHD (Managing FAQs), what is the current functionality of the "solutions" checkbox available when editing tech notes? From what I can tell, it seems to circumvent the KCS process to add FAQs to request types that are not FAQ-enabled. Can this behavior be changed anywhere in the application…
Hello All, I run these queries in my dashboard to show me tickets that meet certain criteria. Is there a way to show tickets that have a specific blank custom field ?
Title, I have a ticket request type that has a set of tasks that must be checked, I was wondering if there's a way to auto-close the req once they're all checked? Thank you
I am needing to see if I can set a custom view or change a setting so that in ticket queues it doesnt show all the closed tickets and only show the open/pending/in-progress etc...
Due to organic growth of request types and custom fields, sometimes they appear out of order on a ticket as shown in the example below. It would be great to be able to set a priority order so that they appear on the request logically.
I have created several FAQ's for Clients to refer to when opening a ticket. What I need to do is add instructions to a particular ticket type after it has been opened with instruction for IT. So far I haven't figured out how to do that. Clarify: When IT opens the ticket I want them to be able to click on instructions for a…
How do you handle duplicate tickets currently? Since there is no premade status for duplicates how do you handle them for tracking and reporting.
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