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We have been using solarwinds webhelp desk for the last 2 years. But their support is very unprofessional. Currently our helpdesk is not working since yesterday ans yet no one responded despite several email reminders. We have been using it commercially and paying thousands of dollars for support ans in response we are…
Hello, I am trying to make it so that my basic client role can only view curtain tickets while other clients can view more. I cannot seem to figure this out with my current set up without handing out a lot of licenses. I know that the client admin role has a few capabilites with it and thought that I might be able to…
Hi All I have an action rule set up to email a set group of people if a Priority Once Incident is raised in Webhelpdesk. As some of these are later downgraded, I've been asked whether we can issue a further email if the priority is changed from Priority One to another priority. I cant see a way to trigger an action if a…
Hey everyone, I have attempted to upgrade WHD 12.5.2 to 12.6 a few times now and every time I run into the same issue. The application updates without issue, but the database upgrade fails. We are running MySQL 5.7. The error in the whd-spring.log file states that it is attempting to run "UPDATE client SET email = NULL…
Scenario: 4 technicians, ticket comes in and one of the techs adds notes to the ticket but does not assign the ticket to themselves. Is their an action rule I can use to assign the tech that responded to the ticket?
Client has been in WHD db for years, came up as inactive (I) in the last day. Ran ldap sync, still (I). Manually changed to active and all is well. Ran ldap sync again and client remains active, which is correct. How do we find out how the client was changed yesterday?
I have taken over as the system admin for our WHD and I can't figure out how to get all of our tickets to show up in the grouped tickets so I can monitor what is coming in. Anyone have a quick fix?
Looking for database info for the date/time the ticket ID was created (when the ticket was initially saved). This is not JOB_TICKET.REPORT_DATE which is the point of opening of new ticket template for adding info. There is/can be a time delay from REPORT_DATE to when the ticket was first created. It is referenced in…
Hi! I have created various CAB ( Change Advisory Boards) that each one contains 3-4 clients. The idea was to use them for my approval processes, so that any of those 3-4 clients to be able to give the green or red light at the process. After setting up an approval process, the approval request is send to all clients…
I have a custom ticket field that is multiple choice that needs changed. One of the choices is "New Employee" we want to change it to "Employee Maintenance" I don't see an option to edit the Options field, only a Clear.
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