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Hi All Im looking to be able to report on how long it takes for a ticket to go through a specific process. I thought about setting up an action rule to update a date/time field when a ticket status is changed, but I cant find away of populating the field with the current time and date. Has anyone done anything like this?…
How does archiving a technician work? Scenario is we have a tech that is leaving for a period of time and they are bringing in a new person. I want to archive the outgoing tech and use his license for the new guy. Then archive the new guy when the old guy comes back. Is this possible? Is there any data loss?
How can I report hours for each Tech that might work on a ticket. Currently i can only see a way to report the total hours a ticket takes, but i want to be able to run a report that says "John Doe worked X hours last week", regardless of the assigned technician on the tickets. So if a ticket is assigned to Jane Doe, but…
Fresh install of Solarwinds Free WHD on MS Server 2012 R2. Added in / outgoing mail server, company, client, our Logo and logged out. When trying to log back in I receive incorrect email or password error. Clicking on reset password / entering my Admin Tech address results in a password reset link being received, which I…
We recently turned on the auto-generate ticket based on incoming emails. We have a few users in the system that are having their tickets assigned to an inactive client account (that you cannot find if you search for the client) that has previously had tickets. It seems like these people were once employees, left the…
Hello, For auditing purposes, I am trying to export or get ticket approvals to appear as part of advanced search results or in a format I can export. I have tried multiple options in the advanced search (even trying to customize my 'column set') but I see no options to view/add approvals as part of the result set. Any and…
We had an active client email the helpdesk. The email was removed from the inbox but a ticket was never generated in WHD. I check to see if there were any errors involving the email and I saw no record. Has anyone ever had this happen.
Does anyone have or can someone assist me in creating a report that I can run that will show ticket's with and open date older than 30 day's ago with the Technician assigned, Ticket #, and Ticket information?
Under E-Mail -> Options -> Incoming Mail I changed the settings of "Create Accounts for Unrecognized Senders" to YES and checked "Use Incoming Mail Account as "From" Address". But the moment I get a new E-Mail by someone not having a client, the settings are completely reset and obviously no client is created. Version is…
@ Product Managers. Please consider having the subject line customized to show the ticket priority level displayed FIRST. Several customers pointed out that they are most interested in the priority level firstly and would like to see this displayed in the subject line. e.g. High Priority: Ticket # 555555 - [Actual Ticket…
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