Get the latest news about SolarWinds Web Help Desk (WHD)
I would like to use the Resolved Status to confirm with users that their ticket is indeed complete before closing out tickets left and right when they still need to be worked. I have it set up to email the users and close out after 72 hours if there is no response. So far, I am not sure if the ticket will close out as the…
We have discovered a small issue with FAQs when you delete a Tech Account. I know that deleting Tech accounts is not general best practice, but it has found utility in our environment. It seems when you delete a Tech account, any FAQs that the user created become read only in the sense that you can no longer open them to…
We are unable to manually clear active alerts from Coal Solarwinds – specifically “STANDARD: Node rebooted” alerts as these cause some noise on the Active Alerts page.
It seems that since we migrated to 12.7.1, the new client layout makes it so that when a client prints their ticket (which we ask them to do when turning in a stack of devices with issues) it forces it onto 2 pages, whereas it used to be on 1. Is there a way to customize the layout of the page, or give them a print option…
Hi Everyone, Within my Web HelpDesk user interface the Warranty Exp. date of an asset is inexplicably linked to the Purchase Date. Is there any way to set the Warranty Exp. date separately? My system information is as follows - Any help will be greatly appreciated. Kind Regards, Davo
We recently demoted our old 2008 r2 DC that WHD used for LDAP. After adding in a new 2016 DC, all LDAP connections started failing, as in clients could not log in and no LDAP connection was present in the client info. I changed to a different 2016 DC for LDAP and everything started working normally. I'm trying to figure…
How does LDAP handle Client name changes? I am seeing the client with the 'old' name inactivated and a new client created with the 'new' name. Is there a way to set this up so that the previous client gets updated instead. Assets assigned to 'old' client need to manually moved over to 'new' client from the inactive one.…
Greetings, We are using saml auth with AzureAD and are finding some users are getting the following error when they try to login to helpdesk. Other users are fine and works as expected. java.lang.NullPointerException at com.macsdesign.whd.ui.ClientTools.goRequestHelp(ClientTools.java:165) at…
Hello, all!! Happy Valentine's Day. I'm wondering where the setting is to allow the client to choose the request type. The way we are setup currently all tickets opened by clients default to Helpdesk - General.
Good morning fellow IT workers! I have a question, so people have been using the email feature to submit a ticket via email. Issue: Someone used the email to submit tickets as there Apple ID. Now we're getting emails from apple news and the app store. Is there anyway we can block them? We don't where it's coming from…
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