eber123

Security is important, so this update is welcome (even a bit complicated). But there is so much more that the users of WHD need that a bigger update with considerable more additional functionality would be brilliant.

Hello, At the moment we still use WHD version 12.1.0. In the foreseeable future we would like to upgrade. From you experience is an upgrade from 12.1.0 straight to 12.5. recommendable or should we update 12.2.0, 12.3.0 and so on? Have you done it and how did it work? Regards, Eberhard

Hello, I believe there are a few similar, but different, processes: Incident / Problem Various incidents can (or will) create a problem. WHD already can deal with this. Linking tickets Linking tickets can be more "lose", or "structured" in a process. For the first part WHD does not provide an option (which is very sad,…

Good afternoon, Obviously this is only a very high level overview, but the first impression is not bad. Have I said that, it is also a wee bit scary for WebHelpDesk users like us. Does this means that WHD is coming to its end of life? Has the software platform reach its limits? Will Solarwinds concentrate resources onto…

Dear Brandon, Years ago WHD was a good product, but it seems to me (and many comments here on Thwack seems to confirm this) was not developed and kept align with progress in comparison with other call management systems. Because of this WHD, as good as it is, started not to meet the needs of a tool for IT Management. If…

I agree, widgets can be a very powerful and useful tool to communicate and keep an overview of what happens in the service department. At the moment the configuration of the widgets is very limited and, well lets say, complicated and not logic. A fresh approach of using widgets would be brilliant.

WebHelpDesk is a wonderful tool and serves us well at the moment, but the lack of linking tickets to each other is a real draw back. If this is implemented in (near) future update than the product has improved immensely. Hopefully we won't have to wait too long for this new functionality. 

Dear Milan, Service Desk seems to be a part of a software suite doing various things. Improvement of WebHelpDesk would be very appreciated (and needed) - but changing to a different product is not that easy (at least for public institutions). Even though a different application is from the same supplier, we need to go out…

Each company / institution has their own open hours / days. Also Alert Levels need to be calculated differently if the company / institution closes e.g. Christmas, Easter or other bank holidays. For a modern Call Management System it should be mandatory to configure those days individually, which in turn will change the…

Hello, Well, there is another area where WHD has to improve - create and integrate robust ITIL processes. We are only at the start to implement more and more ITIL based processes, but we already see that to implement those processes might not be that easy in WHD. Unfortunately, to add students to a service (which worked…

Hello, even though I logged out and in the widget still display the wrong number of tickets. But if I left it alone for about an hour it started to show the correct information. I will monitor this for the next few days and hopefully it is sorted. Thank you for pointing out of where to change the global settings - I…

Hello, It seems that that many users of WHD using SQL queries to get the information needed. I believe there shouldn't be a need for that. Solarwinds seriously need to re-think the reports and queries. In comparison to other call management software solution what is offered in WHD is not bad, but certainly there is room…

Hello Michael, Thank you for the reply. Have you reported that issue to Solarwinds Support? I believed that there was some problems with older versions and MS-Office 365 and obviously hoping that a newer version of WHD is more responsive / reliable (by the way which version of WHD do you use?). We might be able to accept a…

Hello, We installed the HotFix1 and the reports are working in the way I expected. Thank you for pointing this out. Regards, Eberhard

Hello, For us the problem ticket is relevant to solve the source issue that triggered all the incidents. Normally the problem ticket is assigned to a different group within our department. I find it helpful to add the incidents to the problem ticket to emphases a potential issue, or even major issue. The longer the list is…

Hello, It would be brilliant if the tech would have an option to: * Close everything (parent and all child tickets) * Close the parent ticket only and leave child tickets open * Close only a few of the child tickets Naturally WHD should be aware of linked tickets, meaning that an additional option of what the close (tick…

Hello, The way I see it that in general tech should be able to (but again that depends on chosen settings). Users can update their own tickets, Client Admins all tickets for users of their department. If ticket 12345 is opened for customer A. He/she will get a confirmation email (again this depends on the settings). Now…

Hello, thank you for the reply. I am not so good with MySQL and I don't want to ask colleagues to help me out each time I need a query / report. WHD is a powerful application that, in my opinion, should provide all the standard queries and reports needed in a Service Centre. I was the opinion that it is a common query to…

Hello, Thank you for the reply. WHD is very good in many ways, but obviously not in all . It is a pity that there isn't an easier way available to create a report of the 10x highest user. Maybe I will add this into the "suggestion box". Regards, Eberhard

Yes, I agree to that, but not only for an end user but for departments, places etc.

Hello, thank you for the reply. It is a pity that there is no counter for the linked incidents in a problem ticket. Would be nice (also for reporting). We updated the problem ticket, clicked "Show in Linked Incidents" and clicked on "Save & E-Mail". But for us it seems that the emails where not send to the clients of the…

Thank you for the quick reply. We use OpenLDAP for authentication. We will have a look at your suggestion. As far as I can remember we have never done a manual import. How long would this take? Regards, Eberhard

Thank you for your information, saves me a lot of additional time searching (after 2 hours yesterday). I did not read all the posts for Reservations, but it seems that nobody was asking for reporting. I thought it would be very useful to find out effect fullness of the service provided and potential needs for amendments.…

Hello, thank you for pointing this out. I will talk to our System Administrator about this. Regards, Eberhard

Good morning, I tested your suggestion and it worked. I was almost there, but must have missed one tick box along the way. Thank you for your help pointing me in the right direction. Regards, Eberhard

Good morning, Thank you for your detailed description. I was hoping that something like "bulk action" would work. I tried it briefly last week, but the tests were negative. Following your explanation I believe I know now what I have done wrong. I will try it later. Regards, Eberhard

Hello Terry, I fine-tuned the setting a bit, and cross checked it with search, but the report now provides the number of tickets assigned to my team. Thank you for pointing me in the right direction. Eberhard

Thank you. Terry, I just tied you suggestion and the output of the report is the same as from queries. I will monitor this for a bit (just to be on the save side). I changed the settings a wee bit, to "table only" and "Show on-zero items only". This will help to "clean-up" the data. Chris, Justin, I included two filters…

I believe to create a Problem ticket might not be the best way forward. Creating metrics based on Problem tickets under ITIL processes won't reflect the correct numbers. Because of this I would be reluctant to use this way to create child tickets. Eberhard

Dear Gus, thank you for pointing this out. I checked it and it seems to work now. I totally forgot this setting. Super. Regards, Eberhard