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I am not assigning one particular request to any tech group. I am rather choosing the rules to assign it to the technicians and grouped them under a department so each one can see the tickets. But in this the problem is If the ticket is assigned to tech 1, and at level one there are tech1,tech2 and tech3. and level 2 I…
I didn't find approval process in the free version. Is there any way to enable the feature, I want to do a test on the feature to see if it could fulfill our request.
The WHD team is happy to announce that the release candidate is available for 12.7.2 Service Release and available for customers to download from the customer portal. To review the release notes, you can locate those here. Reminder, release candidates are fully supported by our support organization if you encounter any…
When anyone in our organization responds to a ticket update via email it web help desk is opening a new ticket. How do I fix this?
I have set up the below ticket status and specific custom field. But when the ticket moves from one status to another the previously used custom field remains. Like this below example. Can any one help, whats wrong. and why the previous status field is showing in the current status???…
We are pleased to announce the general availability of WHD 12.7.2, if you are a customer with active maintenance, you will be able to download from the customer portal. You can also find the release notes here.
Hello Guys, one more challenge with WHD. We have set an approval process with multiple teams.. and multiple stages. and rules are based on status. like "Security validation complete" is one status. "Need more information is one status". The problem is these status needs to be hidden or should only show to specific process.…
Web Help Desk mobile enables your Apple iOS device to receive SMS text messages from Solarwinds Web Help Desk each time a customer ticket is created or updated. Web Help Desk Mobile is not a standalone application. To receive SMS text messages, you must have a user account on supported server running Solarwinds Web Help…
When importing to Assets, is there a way to import to NOTES and append the new data without removing the history. Thank you.
Hello All, Can any body tell me how I can set a delay in creating the ticket from the alerts coming from NPM or SAM or NCM.. On NPM in alert trigger condition,there is an option to create a delay but policy wise we are not suppose to set this option, but on the helpdesk end it is creating 100 tickets. Almost every alert is…
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