eber123

Hello, Thank you for the information. I did some tests based on your suggestion. For a test I have 7x tickets with request type "Hardware". If I change one to request type "Software" and use the History field in search I get a list of over 200x tickets. It seems that "History" does search each field in all the tickets for…

Hello, I agree to aaron22 about the how WHD creates e-mails. It is important to use WHD to send and receive e-mails. This ensures that all communications is documented in a single place. But the way WHD creates e-mails is not user friendly. To scroll down a good bit to get the actual new information is not acceptable. Also…

Hello, I agree to Matt8, it would be very useful / helpful if it would be possible for users and technicians to copy and past a screenshot into WHD, but also in FAQ as well. Regards, Eberhard

Thank you for your feedback. Well, yes I did. The query showed me that, for example, an advisor has 10x tickets. In the widget it only shows me 4x. If I click on the bar to see the details it shows me all 10x tickets. So why not in the widget? Regards, Eberhard

Hello, thank you for the reply - how inconvenient . I try to spent a bit more time in queries to see if I can get this information this way. Regards, Eberhard

Dear Milan, I just saw this entry: ....legacy request types....hide request types from techs.... We are working on an overhaul of our request types and because of this we have dozens of legacy request types which I want to keep for reporting, but should not be visible to techs. If there is a way to hide them from techs,…

Dear Milan, Thank you for your information. I believe you started a difficult job, bringing WHD forward. We still like the product, but the software has problems in all corners. And it seems that it outdates more every year. Rand /on * Reporting is still and issue. We started to implement more and more ITIL processes. But…

Hello, I just saw your post. I like the idea of a WHD conference (preferably in Ireland ). I think it would be a wonderful way for users to exchange experience and a good way for Solarwinds to get feedback from the user. Sometimes it is so much easier to get feedback if one directly talks to the user. Regards, Eberhard

Good afternoon, We running WHD 12.5.0, me well aware that WHD 12.5.2 is available for a while now. The information provided of the client / tech account link and the password changes puzzles me. I didn't get it. Which password needs to be changed? What happens to the WHD accounts we only have for techs? Do we have to…

Good afternoon, Well, at the moment I am not convinced to pay even more for WHD. We use WHD in the 6th year with almost 50x licenses. This is a lot of money over the years. Why was this money not used to develop the WHD product? Looking back, if WHD would have been developed licenses could have been increased in the past.…

Hello, To wait until the new version is more mature before it is put into production makes sense - but - the additional new functionality is very tempting to shorten the waiting time considerably. I believe a workaround would be to setup a test /demo WHD alongside the production one to test the a new version and to test…

Hello, In the "options" field you add your items divided by ";". For example: test1; test2; test3; test4 This should give you (depending on what you have chosen in Type) either a popup menu or multiple choice list of: test1 test2 test3 test4 Regards, Eberhard

Hello Dough, I agree, incoming e-mails can be "messed" up a good bit, sometimes to a point it is difficult to understand the issue in the first place. We don't have an Exchange setup (Sun E-mail) and WHD conifugred: But it some tickets can be almost quite unreadable. Regards, Eberhard

I think that would be a brilliant feature. Sometimes the workload is to high that a quick response / solution is not possible. All tickets that are not assigned to a technician or were not updated lets say within two days, get an email to say: that we are aware of the issue and sorry about the delay we will do our best to…

Hello, Obviously all users will experience the problem. Because there are various version of WHD in production I would have expect that Solarwinds will provide a clear list of instructions of what needs to be done to sort this issue out. I will open a support ticket for this issue too and maybe everybody should do the…

Hello Michael, I would be also interested of how WHD works with MS-Office 365. Since about 3 years we use WHD and move to MS-Office 365 at some stage this summer. We use version 12.1.0 and synchronize to an open LDAP domain (hopefully moving later to MS-Active Directory). I was wondering too how other users experienced WHD…

Hello, We did more tests - and might have found something. Could it be that "Action Rules" will be implemented before actually the ticket reply mail template is send to the user? Meaning if the "status" is changed with an action rule, it seems that the new and correct template is send to the user. Regards, Eberhard

Hello, To add the contents of an email to a ticket, we do the same as mentioned by neathanseaton just forward the email to your ServiceDesk / Helpdesk with the subject "ticket xxxx" whatever the ticket number is. This is the quickest and easiest way as far as we know. Also it seems to work reliably. Regards, Eberhard

Hello, I agree that this is a bit annoying. If the tickets come in like in your example (and if I have the time) I edit the extra lines out of it. But it would be brilliant if this could be addressed by Solarwinds. It is more than a "cosmetic" issue because if a ticket starts to get complicated and the entries grow, it can…

Hello, I don't believe this is possible in the way you may want it. Our users didn't like either to get the response email from WHD with all the notes. Many users will use their mobile devices to check their emails, meaning that it can be tricky to get scroll down to read the last note. I believe in >settings >email…

Dear Peter, To add a new model in assets we do the following: * Go into setup * Assets * Manufacturers & Models * If there is no manufacturer for this model we add the name * Click on manufacturer name * Click on tap Model Editor * Add new model If this is done you can use the new model under Assets (new) The way I…

Hello, I believe that I read somewhere in the past that WebHelpDesk can be get free, but only for one user. We never tried it, so I can't confirm if it is used only by one user, if all functions of the application is available. Regards, Eberhard

Hello, Incident and Problem Management does not see it so rigid, that only several incidents about the same issue can only open a problem ticket. One incident can be enough to open / convert to a problem ticket. We use it as needed. Sometimes we use one of the incident tickets and change this to a problem ticket and add…

Good morning, If I understood this correctly then this can be achieved if you link Request Types to Departments. Meaning that members of Department A can see all tickets with Request Types they have permissions to see and members of Department B can see a different set of Request Types. To achieve this WHD need to…

Good morning, We use WHD for several years now. Creating some metrics is a mix between reports and queries (reports in WHD could be a bit better). At the moment we have an eye on the following: * Tickets opened and assigned to a specific Tech Group per week (weekly) * Tickets open on a given day to a Tech Group (daily) *…

Hello, Maybe I need to explain our issue a bit further: At the moment if a ticket is going to be saved we have the following options: If I change the settings = Setup\Tickets\Options\Enable TicketE-ail Overrides I get the additional options: Certainly doing this will give me full control of who is getting what information.…

Hello, I also brought up this request / idea. I was puzzled that WHD won't offer this, because I thought this kind of reports are obvious to create a proactive service environment. Maybe Solarwinds will add this feature / report into the next version of WHD. Eberhard

I agree, WebHelpDesk would have so much potential. We got use to it and its advantages. But not moving forward could be the end of the product, because competitors are continue to develop and improve their products. If Solarwinds want to hang on to the product and therefore to their customers it is vital to make a clear…

Hello Don, I agree it is annoying that an e-mail send to WHD always creates a new client if he/she is not already in the database. In our case it is not only for vendors, but we have "generic e-mail accounts", for example finance@domain.ie. Almost all departments (over 100x) have generic e-mail accounts which the…

Hello Gie, I was looking for a similar list. I am not so familiar with databases so I was looking for a different way. This is what I had done: * Open Reports * Choose or create a standard report (actually doesn't matter which one) * Go to "Report Filters" tab * Click on "New" * Filter Attribute chose "Request Type" *…