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Use Case: Web Help Desk is currently flexible enough to allow you to record more than one location for a client in their client record. Right now however, should a client call for help, the help desk agent must be thoughtful enough to check the "Client Info" tab and then click the "Edit" pencil and scroll down to see the…
Recently clients have reported they are not receiving notifications when they create a ticket or when a ticket is closed to their email account. Is there a way we can confirm this notification setting is turned on from the client account.
here's the relevant portion of the code that i have, i keep getting "That's an error." with code 500.. json_data = { "reportDateUtc":datetime.now().isoformat(), "room":"", "emailClient":True, "emailTech":True, "emailTechGroupLevel":True, "emailGroupManager":False, "emailCc":False, "ccAddressesForTech":"", "emailBcc":False,…
Hi guys, We are conducting a PoC with Orion NPM to get a ticket created when a node goes down. The problem with this is that although Solarwinds triggers the alarm and I can see an email in my inbox indicating the problem with the node, nothing gets into WHD. The way I configured WHD with NPM is that I added my NPM server…
I would like to request a feature to allow assets to be hidden from clients - specifically, so that a client does not have to search through a long list of assets that may be useful to technicians in order to find the two or three assets in their room that they would create a ticket on.
Our Main support address that we are using in WHD is occasionally cc'd in support emails from our clients so we are aware of the situation at hand. This does not mean we will be handling, but we need to know of the updates. Is there a way to make sure that a ticket is not created each time someone in the thread responds?…
Example: email sent looks like this to: support@support.com (this is our support email address for WHD) cc: client1@support.com; client2@gmail.com; client3@msn.com Requester receives response by WHD that ticket #500 is generated - client2@gmail.com replies all to the email WHD creates ticket #501 instead of adding to…
A Web Help Desk check box option in settings that would require users to assign an asset from the asset inventory to a ticket before submitting.
I have a teacher at each location who is our go to person for that building. This teacher who has a user account themselves. I would like to be able to give this one teacher, the ability to submit Web Help Desk tickets as a different user. Any help would be appreciated.
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