The most recent content from our members.
Hi, Nowadays, the WHD application only let me affect the resolution time of the time assigning the time zone on the tech. But the idea is that the due time can be altered depending on the time zone and also the request type and severity of the ticket. Sometimes we have clients in different countries, o even a specific…
We are using WHD slightly "off-label" for processing various service requests, not just IT help. There is considerable back-and-forth communication with our clients. Based on the Client's responses we route tickets to different Tech Pools and tickets often go Client-Tech1-Client-Tech2-Client-Tech3 before being closed. As…
First time install of WHD and checking Setup > Tickets > Request Types. Would like Printer/Toner requests to have child type of each printer on the network. The printers are AD printer shares. Powershell's Get-Printer -Computer {print-server-name} returns the list of printers.Having the printer name appear the same in the…
Upgraded to Version 12.7.4 and now all service request types are out of order. I manage 2 environments, this occurred in both environments after the upgrade. Has anyone else experienced this and how can i resolve it?
Hello, I'm currently working on a new request type in WHD, and I was wondering if there was a way to reorder the way the fields appear in the Client View. For example, I would like the location field to be located higher up in the ticket, so that it is easier to see for clients.
Hello When a Ticket is created it automatically sets the request type to "Aufgabe" (which can be translated to Task or Request) and its sub-type "Sonstiges" (which can be translated to Miscellaneous or other). I would like to have this blank. Not set. So a tech has to set these values, else he cant save. Is this something…
I have tickets that get emailed into SolarWinds WHD and have a lot of different reminders for different Request Types. If I put in the reminder for certain Request Types, the reminder only appears when the ticket is initially created and that request type is being selected. If the ticket is emailed into the WHD and then…
When a user is creating a new ticket, is there a way to autofill the Request Type? It is always empty, so the user needs to select one before they can type the Subject and Request Detail. Thanks.
Currently when viewing request types in Setup --> Tickets --> Request types there is no checkbox to show/hide archived ticket types from the view. This could be made a permission for tech groups.. If you have a large amount of request types and you have been using the system a while you may have a large number of archived…
In our environment we have several departments that use this product. Each departments has their own due dates, alert levels, statuses, Priorities, etc,.. It would be great if you could assign Priorities and Statuses to a Request Type, so that other unrelated or unnecessary levels are hidden from view to the Technicians on…
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