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Is there any way to INCREASE the timeout period on a per user basis? i.e. when creating a ticket, if I walk away for a certain period of time, the page times out and I lose the work that I've been doing. I'd like to increase that timeout period.
Hello, I would like to know if it is possible to turn on email alerts for the Closed ticket status type. It is set to No by default, and I am having trouble finding the setting where I can toggle it to Yes. Let me know if this is possible or if you have any suggested workarounds. Thank you!
Currently all our tickets default to a status of OPEN. Change to Received for client made tickets? I'd then suggest the work-flow would be for the technician to change the status to Open once we begin to actively work on the ticket itself. Or clients get the impression, from the Open status, that their ticket is…
We have a API call that we have been using for years and all of a sudden when we try to use it we get the error "Unable to contact the Helpdesk API". All the connectivity seems fine to the site so I am not sure where to go from here.
I'm not able to create new ticket via REST API. It shows error - "Cannot create Ticket with deleted Request Type". I'm using guidelines from - http://www.solarwinds.com/documentation/WebHelpDesk/docs/WHD_API_12.1.0/Web%20Help%20Desk%20API.html#tickets-create And I used the same JSON file from the example - {…
Is there a way to modify the DUE IN time computation of a ticket in WHD( see attachment) ? We want the DUE IN time to start counting from the schedule date of the ticket (IF SET), not from the opening date. I have tried modifying the backend function of the whd database, but it is not working. It seems that the function is…
Can I use a Client e-mail in Ticket Automation? Onboarding takes about 6 departments to complete and the users are clients but not Technicians. I see how to assign a Tech, but I need to send the e-mail to the next department in the string so they know our task is complete and they can then do their part. Is this possible?…
Is there a way to automatically forward a ticket to a specific person or persons? Ex. cc: Facilities tickets to CFO and Controller? I have built an action rule and it will send an email, but it doesn't allow them access to the ticket. They need to have access in order to see the kind of ticket (I have Facilities Requests…
I have a ticket number 50. Which is worked by Service Desk agent,Technicians, approvers and back to technicians and to the team lead. I want to know how long each person has taken to do his/her job. Is there any specific to get it. Please point me in the direction. @kellytice @percyplant @jstinson1 @j_a_catlin
I want know, how is this field useful in the SLA. Suppose I have a SLA of Medium ticket for 2 days and technician uses this field to change it to some other as per his understanding. Or what and how is this filed ideally used. Also, will this relate to the technicians schedule of work?? Suppose a tech is assigned a ticket…
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