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Dameware Integration slows down helpdesk

Since the 12.2 upgrade, Dameware integration was added. Right now according to SolarWinds support, this is the expected workflow if a user calls in:

1) Create new ticket and assign it to the person

2) Enter all the information and save the ticket

3) Remote into DameWare

It'd be ideal if we didn't have to create a ticket and putting a description of their problem in before opening Dameware, as I don't necessarily know what their problem is going in. Here's my workflow at the moment:

1) Open new ticket and assign it to the person

2) Select their computer and remote in

3) Close Dameware

4) Click 'Cancel' on the Web Help Desk Integration box.

5) Click 'No' to saving session locally

6) Clicking 'OK' on the 'Click OK to return to WHD' box.

It's really annoying, and a waste of time to do this every call. Also, a sub-request would be for the ability to remove the popups after you disconnect in DameWare would be helpful.

patricks
  • in reply to patricks

    Thank you for the quick reply.

    I will add the suggesting to the Wish list.

  • in reply to helpdesk25

    Users can't log calls using Dameware. They still have to use WHD. If a user logs a call, the only slick addition, is a button under their name with their ip address so you can more easily remote in. Hope this answers your questions.

  • Hi

    Not sure if this should be a new request, but while searching I found this post.

    We only currently use Dameware at our school, but are considering a Helpdesk program for users to log support calls.

    If Web Helpdesk integrates with Dameware effectively, it would become our 1st choice, as all workstations have the Dameware client installed.

    Is a user able to log a call by clicking on their Dameware system-tray icon?

    This would be great, as the Dameware client could autofill many fields when an end user logs a call; such as Computer Name, Model, Logged in User, IP, etc etc

    If an end user logs a call, can any of the requested fields be auto-populated?

    Thank you

    Craig

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