What We're Working On for Web Help Desk

After release of Web Help Desk v12, we are now busily working on some great new features and enhancements to the product. Here is a preview:

Asset API to provide more flexibility and ability of automation
More robust reporting with options including
- reporting on new objects like assets, parts or models
- easier custom reports for common KPIs
- redesign of custom report writer
DameWare integration
- Some options are chat, screenshot capability or easier configuration for remote connections
Revamp of setup section
- Make settings easier to find when returning to configuration options
Propagating information to child tickets
- Pass various information from parent ticket to child tickets
More comprehensive documentation for different areas of Web Help Desk
- Possible candidates for detailed documentation are SSO, Database migration, sizing and so on
Settings export for easier migration
Casper 9 support
Java 7 support

PLEASE NOTE: This is NOT a commitment that all of these enhancements will make the next release. We are working on a number of other smaller features in parallel. If you have comments or questions on any of these items (e.g. how would it work?) or would like to be included in a preview demo, please let us know!

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Comments

rharland2012

Sounds excellent! Here's a question for you.

If Orion integration makes the cut - and asset discovery does as well - any thoughts on how that might affect element licensing counts in Orion?

For example, right now we're at the 2000 level without issue. If we discovered/added our laptop/desktop counts, however, our count would increase dramatically and we'd be at unlimited level requirements without question.

I know it's early days, but I'd like to hear if this subject has crossed Solarwinds' collective mind.

Thanks.

bisais

This really a great initiative, just wonder when it will be done, wishing it will be very soon. We are using Web Help Desk in 1 and half year from 90 to 101 Techs License, now we like to move it on a Windows Server 2012 with SQL Server 2012 Hoping the installation setup which support for this OS/Database will release soon, for us able to move it.

Regards,

damien.solodow

Are there any plans to allow AD single signon without the dependency on ADFS? Part of the issue with that for us is that ADFS is not supported on Server Core.

nshumaker2005

I have been using Web Help Desk for 5 years and was very pleased when Solar Winds acquired the product. The Asset discovery upgrade is very exciting and will be worth its weight in gold. Almost every help desk request starts and ends with the need for correct inventory. Having the asset discovery upgrade information you listed with the ticket request will make things how I have dreamed for 5 years. Thumbs up guys! I applaud your efforts towards this and everything you have listed. The more robust reporting is also something I have been dreaming of for 5 years. All I can say is THANK YOU!!

typhoon87

Can you edit this to add the tag

'webhelpdesk_productblog so it will show up in the WHD part of Thwack under the product blog header?

tgiphil

We are a new customer of webhelpdesk and are trying to deploy it. We are running into difficulties with action rules creating additional tickets - their appears to be no way to copy information from one ticket to another. I'm considering to scrap it completely - as it just won't work. For example, new hire request that create additional tickets baesed on their role in the organization. We need to pass some of the custom fields to the new ticket.

Also, can you elaborate on the "Separate Change Management workflow"?

typhoon87

I really hope that you do improve documentation for DB migration, and DB backup/restore senarios.

rem64

7 months and counting. Where are all the promised improvements? I think there is very little focus on improving the helpdesk product. The 12.0 product just gives you the nice "SolarWinds" look to it. 12.1 does not address or add anything new.

More robust reporting with options including

reporting on new objects like assets, parts or models
easier custom reports for common KPIs
redesign of custom report writer

rem64

Seems like you have been working on this for a long time. When can we expect the next release with some of these (hopefully the asset reporting features will get released) features ??

Sent from iPhone

peter.kruty

Hi wanine39,

can you be a bit more specific please? What are you missing in Tech UI?

Thanks,

Peter

peter.kruty

Hi wanine39,

can you be more specific please - what is missing in Tech UI for tickets? What would you change?

WHD provides you with HTML5 mobile web interface for your mobile devices. Is there something missing?

Thanks,

Peter

typhoon87

wanine39: If you are running a beta V11 or 12 you can link the users client and tech account, when they log in they get a small picture of a person next to their log out icon. Clicking this flips you between the tech and client side. This is also helpful if you use the approval process feature and want to approve deny through the web interface.

There is also an open enhancement request under the WHD Feature request section to allow techs to see the voting from the tech side of the interface.

typhoon87

There is a limited API that was introduced in the 10.2 beta. V11 and 12 do not have any major changes/enhancements to the API but here is the link

Web Help Desk API

typhoon87

Sorry about that you do NOT need the beta. This feature was introduced in the 10.2 beta in the last beta update it was rebranded to V11 and we now have V12. You just need to set it up and they can point to the same user id, the error message about the account not working in the client side is ignorable and was for pre 10.2 versions only and was never removed.

I will PM you some quick instructions.

EDIT: Looks like I can not send a pm to a non friend.

Go to Setup --> Techs --> Click on a tech --> click the edit pencil --> in the linked client lookup part of the setup search for the user who is a tech, click them in the results --> click save and as stated above ignore the warning. Then have the user log off/ back on they will get a little person that when you mouse over says "switch to client view" or "switch to tech view" this lets you bounce back and forth.

serpentierr

Adding true Change Management would add 2 extra stars...

thomasc

Casper Suite 9 Support please! We have WHD 12 and Casper 8.73 tightly integrated. We have been getting prepared to upgrade to Casper 9.21 only to find out WHD is not supported. WHD integration is critical for our support tickets and asset life cycle. This is the case for others using Casper Suite.

https://jamfnation.jamfsoftware.com/discussion.html?id=9133

What is the current ETA for Casper Suite 9 integration?

peter.kruty

Hi Thomas,

We are actively looking on support of Casper 9. As soon as we will have ready integration we will notify existing users about RC.

Thanks,

Peter

solaradmin

Agreed. We were disappointed by the current ITIL features in general

bbaldwin

Any update on the following?

Propagating information to child tickets
- Pass various information from parent ticket to child tickets

This feature would be a great improvement to our New Hire / Termination workflow.

Thank you.

Bill Baldwin

peter.kruty

This is something we are looking at right now and analyzing, thanks for feedback Bill!