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Greetings, We are running WHD12 and recently, new tickets are not being routed to any available technicians (had to be done manually). Not sure what I did wrong (previously placed technicians on vacation) but would like this to work properly, and any helps would be greatly appreciated. Thank You in Advance,
I'm hoping this is an error on our part and not a bug, but it seems that after the update, the ability to link directly to a ticket form is broken. We've tried with a few browsers, a few ticket request types and the functionality no longer seems to be there. Here's a sample URL we use to direct users directly into a…
Does anyone have a workflow on how I may be able to import Chrome devices via a Discovery Connection or any other methods? Thanks
OS: CentOS 7, fully updated WHD version initial (working): 12.5.1.88 WHD version after upgrade (broken): 12.7.1.538 JDBC connector: mysql-connector-java-8.0.18.jar JDBC (also tried old version): mysql-connector-java-5.1.48.jar Path for JDBC: /usr/local/webhelpdesk/bin/jre/lib/ext/ Also tried path:…
Hello, I'm wondering if anyone would be kind enough to point me in the right direction here. My department uses ADFS with SAML for Single Sign-On into Web Help Desk. Users are imported into WHD from Active Directory using LDAP and then synced up with AD every other day to stay current. It works very well -- except for two…
Trying to set up a task to run every year on January 1st. I'm picking interval monthly > every 12 months > each 1st day, starting on 01/01/20, as shown below. But I'm getting next scheduled date of 01/01/21. If I choose a starting date of 01/01/19 (or any date prior to 10/31/19), I get a next scheduled date of 10/01/20.…
Having lots of issues formatting my FAQ entries. We are on 12.2.0 I am willing to upgrade, but dont see any mention of this issue in the release notes In a ticket details, the Code and Quote work reasonably well In FAQ the same options have issues. Code seem to do nothing except change the font. Quote looks like a quote at…
Hello, I would like to be able to update the values in the ticket custom fields of our WHD tickets via the REST API. I have figured out how to use PUT requests to update ticket status, but I cannot figure out how to overwrite existing values in the ticket custom fields section of a ticket. Can anyone offer me some advice…
I'm looking for suggestions on how to address this issue that we've had since deploying Web Help Desk. Since WHD does not seem to allow you to set up Request Types independently of Tech Groups, we've had some confusion with who can see what tickets and "why are tickets in my tech group's queue that belong to techs who are…
We pass around tickets a lot and several people might work on the same one. Can I run a report or query that adds up the cumulative time spent on all tickets per day by technician?
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