billypilgrim

Hi Andylo What I am driving at is if you are using make/ model already then can't you just change the Asset Type for that model in Setup> Assets> Manufacturers & Models rather than trying to do a bulk change?

Our Intranet (Not a Solarwinds product by the way!) uses an LDAP sync for the user accounts also & this does the same thing with the mapped fields like department & location so is it maybe just the nature of the protocol itself?

Hi Try in Setup> Tickets> Status Types> Options tab & put a check in Clients Can Reopen Closed Tickets

Hi Did you set the Connection Time Out to 0 or the Scheduled E-Mail Delivery Threshold to 0? The second option will rule out email being a bottleneck so I would definitely try that, not sure how much difference changing the timeout value would make in this case. Thanks,

The usual suspects from previous posts seem to be either a bottleneck with contacting the mail server, a bottleneck writing to the database or Java memory problems/ heavy RAM usage (unlikely if the actual JVM memory usage is low & you have sufficient RAM). It depends on your setup but from personal experience: 1. Setting…

Our set up is again the same as qpalmer has posted- like yourself I was sort of surprised this was not possible but I guess this is because WHD is built around the auto-assigning feature. Once I got my head around it and got the request types nailed I actually think it has taken a lot of guess work out of assigning tickets…

The client CC is something I am looking at this week on our installation because it seems a bit weird. I have just tested the above & the Please Respond: is added to the start of the email subject by the system & I can't see a way to change this from the template. Jaredsk is right that when a ticket is resolved the Client…

To be fair the Scheduled Date function hasn't really cut down the amount of post-it notes stuck around my monitor to remind me to do things, so it seems kind of pointless, even with the icalendar link enabled

Thanks for confirming Peter, I will do that.

The Make Private padlock button removes the ticks from & actually disables the Client & CC checkboxes so you can't accidentally add them back in. The client doesn't get any email notifications & also they won't see the private ticket at all when they are logged into the portal. Any Techs can still see it though and Techs…

Hi Yes, maybe I didn't explain this very well. So I am going... Step 1 - Click on New Ticket Step 2 - Lookup & choose the client on the Client Info tab Step 3 - Click on the Asset Info tab, which shows their assigned assets. It is on this page I am seeing an Asset Custom field which is not appropriate for the asset type…

Thanks Peter!

The zip file in the download seems to actually be the Flat Buttons CSS?

Just wondering if there was a rough date for the next version? The CR ticket type in particular will be a very useful feature.

Can you re-do this as a report & include only the table of results? If so you can use Report Schedule to distribute this out. Only thing is what you get out of it is a static list of tickets.

We found the same thing, remember since the end goal is making the system assign the ticket to the right people, it will not necessarily exactly mirror the teams you have sat in the office if you catch my meaning! This is OK since Techs can be members of more than one Tech Group. We created some additional Tech Groups…

The other part, about not being able to assign to another group- that is because in WHD the Request Types are always bound to to a particular Tech Group. The way to get around that (which sounds like it could work fine in your set up) would be to make some extra Tech Groups which cross over a little so that further up the…

Unless I have completely misunderstood the problem something is not right here because I previously worked on our Helpdesk who are level 1 in every group and the Helpdesk can only see level 1 tickets, I now work in our 2nd line Infrastructure team & I can only see level 2 calls assigned to our group. I am an admin and…

I have a question regarding using a Task to create linked tickets - shouldn't the Client also be inherited (or at least inheritable) from the parent? If I leave the client blank when creating the task, the child ticket gets created with no client. The only other option seems to be to have a default client for the task…

Hi There is no way to get all updates automatically emailed to the client as far as I know, you can (globally) make Save & Email the default action but obviously this can be overridden. In regard to closing the tickets there is a way around this. In Setup> Techs> Tech Permissions you can remove the ability of your Techs to…

Hi You can remove the option if you go to Setup> General> Authentication> Show Forgot Password Button. Thanks

Same as Patricks I am wondering if it is the email that is causing the bottleneck. Ours was a little laggy so I set the Scheduled E-Mail Delivery Threshold in Email options to zero- that way the emails will still go out but WHD is not waiting for the confirmation from the exchange server before saving the ticket. This is…

Hi The FAQ search box has an And/ Or modifier which looks like AND is already selected but in practise I find you have to click on one of them to change the search from just searching for just a keyword. I don't know if this behaves differently in different browsers? As far as approving FAQs there doesn't seem to be an…

Does it just depend where you are right clicking? When I try (also in Chrome) I am getting the WHD context menu when right clicking on some fields (eg drop downs like location, department & also the subject field) but the browser context menu when in a text field like the Request Detail or Notes field, which would seem to…

We have users across more than one domain also. As long as you have an LDAP connection set up for each domain your clients are in (if you're using LDAP) and the domains are in your Accepted Domains in Setup> Email then this shouldn't be a problem.

I can't see any way to find out if & when these are being within WHD- the survey reporting only shows the responses. Outside of WHD you could track the mails by the subject/ sender?

Hi In the incoming mail settings (Setup> E-Mail> Incoming Mail Accounts) there is a Request Type drop down- is it possible this has changed so that everything coming in is being logged as that Request Type?

I have an action rule set up that changes the ticket status back to Open if one of my level 1 techs tries to close it when the Tech field is blank. It's quite annoying & so quite effective!

Hi From experience, the LDAP sync will handle some field changes just fine but for name or email addresses changes I have found it easiest to actually go in and edit the Client record directly in WHD to reflect your AD changes before the next LDAP sync runs. That way your Client will retain the ticket history & assigned…

Thinking further on this, it would be handy if there was a print view or an export link on the Ticket History tab in the Clients section, since I am assuming some sort of query or filter has already run in the background to collate all the ticket info together for the client...? Thanks