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One of the feature were missing the most from our previous help desk software is the option to use email variables to pre-populate fields in tickets. We use an after-our telephonist service for our help desk department and they do not have access to our corporate network (By policy, WHD is available only on the LAN or…
It’s this time of the year that so many of your IT staff will go on vacation. When you know you are going to be under-staffed to handle service requests, it is only wise to strategize and implement some best practices that will help your IT teams ensure they don’t get overwhelmed by help desk tickets, and at the same time…
I have setup the Help Desk (v 12.0) to merge with NPM (v 10.5). When I have a specific node go down, Help Desk creates a ticket based on the downed status of that node. During testing, I can successfully create tickets. What I want to know: is there a way to have NPM automatically close the ticket after that particular…
The layout and information for a Tech Ticket is bloated and a design mess. Is there a way to customize this view or edit the layouts? If not, this should be seriously considered. Thank you!
Hi, 1.I want to monitor IBM MQ, Websphere,Tivoli Storage Manager (failed backup etc..) , Novell servers ( services,disk space and all) . Can I do it with application monitor? 2. Can I integrate Solarwinds with CA Helpdesk to open automatic tickets for critical events(2way integration)? 3. Can I integrate NPM with any third…
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