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Is anyone or has anyone had issues with FAQ categories not being available in the drop-down for the Client, even though you have checked the box for Use as FAQ Category on the request type editor? Several weeks ago I noticed that if you UNCHECKED the box, the request type would show up as an option, but now it's completely…
Is it possible to have web help desk check out admin credentials for IT personnel use? The Thycotic secret server would be the other end for the credential check out. What i would like to see is an IT admin would create a ticket in web help desk to check out an admin credential to work on something that needs admin…
We have 3 levels of escalation in our WHD setup. Two things we are trying to achieve: 1. When a Level 2 tech escalates to Level 3, an escalation email gets sent to those in Level 3, but the ticket stays with the current Level 2 tech 2. Prevent escalation to Group Managers and Tech Leads after Level 3. The 'Escalate' button…
I just finished with WebHelpdesk setup, everything is working fine, however, the only problem is sometimes I am getting this error, however, when I try to check the mailbox settings it is running. I think after 5 mins it triggers again and finds the pop3 server. My only question is there a way to increase the timeout?…
Bug: The request detail screen is truncating words across a set width of frame instead of properly formatting them to the next line. (See screenshot): Workaround: If you edit the Column Set and remove "Display Full Text in Request and Notes" the system will display the text as a single line with a ",,," to indicate further…
After many false starts I am ready to get WHD up and running in my company. I would like to delete all of the previous test tickets and reset the ticket numbering system, but I can't find a way to easily do this. Can anybody help me out? TIA
If a tech group is assigned a ticket and sits on the ticket for a week and the ticket is transferred to another group and they take care of it in 2 days how is the metrics collected. Will the new group be penalized for the delay of the first tech group?
Dear all, For operational reasons I used the reporting tool from WHD to forecast resources or keep an eye on trends. Yesterday I've been asked to provide reports reflecting work load and work distribution within the various sections of the department. These reports will be used for a presentation for the president and will…
How can I prevent a tech from reassigning a ticket to themselves? For example, a tech can search for a ticket and reassign it to themselves, no matter the tech group or request type.
I am looking for a way to identify whether tickets have been opened from clients via email or the WHD GUI. Anyone know if there is criteria i can base a report on to gather this information?
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