bknight

Question on your discovery connection. I've been using WHD for a while now and I've been porting assets in with SCCM for 3 years. I had initially set the Asset No to the serial number since I didn't have the Asset tag coming from SCCM. I think now this is a grand idea to have the Asset Tag in the asset information. I…

We found where to adjust this. Inside settings >email >options go to Outgoing email. We changed the Client email layout to simple. That removed all the extra fluff inside the message. We also unchecked "Include Recipient Section". On the tech email layout, we moved Notes to first. Makes it easier for our techs to see the…

I probably need to contact support. When I use the NPM connector, it never sees my existing devices that are there. So I get a whole list of new devices. I've imported them from an older system and since manually kept things up to date. I use the serial number as the assetID. That worked well with me importing devices with…

How are you andeporter handling items that are not reported into SCCM? Do you manually enter them in or do you have another way to do those?

The rule triggering is set to evaluate criteria on all ticket updates and the second setting "When criteria evaluation results in a match, apply action" is set to Only at Ticket Creation. I just had another request come in that did not double generate the action rule. Do I have something in here that you think could double…

To add on this, you can then populate information from the Parent ticket down to the child ticket. You do this inside the Task Elements. So basically you setup an action rule based on your criteria or if a certain value is inside a custom field. The action rule then runs a task. The task can then create tickets. Hope that…

Nor can you create a new ticket, close an existing ticket. You'd think those would be essential to any Help Desk application. I can only see group and my tickets and create Notes. Very disappointing.

Thanks Peter. I look forward to a feature that would allow this. I was thinking I could do this with an action rule, but I was wondering if there was some setting I was missing that could do this. What I hope it won't do is double email people. If someone clicks save + email and closes the ticket, the client may end up…

I know what I did. I had originally set the ticket to my account. I went back and changed the client to the proper person. However, the ticket didn't update the location and department in the ticket details to reflect the change. Once I did that, the invoice listed the correct information.

I should have caught that . Thanks exactly what I needed.

Actually I figured out the problem. I was doing the testing and I was also the person setup to be assigned the incoming ticket. Therefore, I was receiving on the the Tech ticket assign notification and not the customer notification of the new ticket. Once I changed that to assign the ticket to someone else, the setting…

Not sure if you are seeing it or not, but I have "user name" as the attribute for my Client User Names. I'm not pulling in Office version, OS License key, Office license or the other softwares. So I can't say what options would or wouldn't be there.

Ok it works great in IE, is it possible to get it to work in Firefox?

Maybe I wasn't really clear. What I was thinking was this example. I have a DHCP range that lets say is full because our inventory person powers up 50 iphones and they take all the available IP addresses in a range. I go through the range and find out which addresses aren't in use anymore (I do a Ping sweep to find…

Ok, I thought there was an option for that, but for the life of me I cannot find the setting anywhere. I'm sure I'm over looking it somewhere.

Thanks Typhoon. I remember them saying it was going to be released soon. I actually went to my portal and saw the download date had changed so I figured it had been given its GA. You'd think they would have posted that. 

Are we still in Release Candidate or has it been given its General Release? 

Is there a reason I cannot see this in the downloads? I have a current active maintenance agreement. I've looked in the full downloads, release candidates, and hot fixes. I'm not seeing this anywhere. All I see is 12.4.1. When I hit the drop down to see possible versions, all I see are the older version of WHD. Thanks

And apparently this was released either today or within the last few days. However, it isn't listed on the Thwack page. I guess that was why I was asking about it

I'm curious how is the Beta going? It has been several months since anything was released on it. Is it getting close to be ready for release?

Since a number of folks have been chiming in, I'll throw my two cents in. I've been on WHD for about 4 years now. I acquired it at the same time SW did as it showed promise. A few things have bugged me that I would like to see: Allow the ability to sync/inherit from different fields. For example a new employee request…

In addition to this, It is not real user friendly when I order multiple items and I have to keep hitting the "+" button. If I order 100 items, it is way too cumbersome to do this. Why not give us the ability to enter a number ordered. 

This could be done with an Action rule. We have a rule that notifies our technology trainer that a new system is ready for a new employee. it is part of our new employee process. It is set to notify our person when the laptop or desktop request for a new employee has been closed. Inside the email is the original ticket url…

I currently have the same setup and I had to use the IP address of the server along with using a sql account instead of a domain account. That allowed my connections to work. 

You could setup a specific mailbox that could be imported into WHD as a new ticket. When you do this, you can assign the request type as default so you could call it "Work Order". The only challenge would be if you need specific information (location, date due, etc.). Since it is only an email, the body of the message…

Not sure exactly what would be in the notes you would need, but one way to ensure information populates the child tickets is to use Custom fields. Ask questions like title, location, equipment type, etc, whatever your new employee would need to do their job. Make those questions required at least for the client. Then you…

I've been able to get SCCM 2012 to work with version 11.2.1. On the server host spot, i've put in the ip address it added port 1433 on its own. On database name, I just used the SCCM database. You have to use a sql user account as a network account won't work. Make sure you've also checked sql and microsoft authentication…

I found out the issue. It was a setting found in the General Options page. If you go into Setup - General - Options, there is a setting for "Max Weeks of Data in Dashboard". It was set to 2. This was either a default setting or I set this so long ago that I don't remember doing it. Either way, I set it to Unlimited and now…

I've asked for this in the past. It isn't currently available except how you are currently doing it. If you have crystral reports or some other report writer, you can also dive into the database and pull this info out. 

We currently use SCCM to sync up with WHD. However, that doesn't capture all of our devices. Routers, switches, and printers have to be added manually. I don't use the discovery tools as I do not want all the items that are in our network to be populated into WHD (iphones, android devices). I'm curious if anyone does use…