elee

Similarly, a "Leave Feedback on this FAQ" option would be immensely useful; users could click this link to essentially open a ticket (or just email the help desk) with their feedback. "This is out of date" or "This only works with Exchange 2007 - please add this information to this article".

Bryan, Is the solution I suggested in this thread not working? Please let me know if you have any questions or concerns regarding this implementation! - Eric

You were almost there! You have to follow \WebHelpDesk\bin further: ..../bin/webapps/helpdesk/WEB-INF/lib/whd-web.jar I hope this helps!

Stephan, I'm glad that we got the first conundrum resolved! Your second issue is definitely perplexing and I cannot replicate it. When I export ticket data to .tsv and open it in Excel, the integrity of the custom field data is maintained in the row/column layout. WHD build 12.3.0 - #12.3.0.494-HF3-703 Tested in Excel 2016…

If this functionality is needed by your organization, you may look at solutions such as Tableau. My organization is currently looking at Tableau very closely, as it would allow us to publish custom-built dashboards directly out of WHD's database and push them to the web. Good luck!

Erik, If your canned response is supposed to be attached at the closure of an Employee Termination Notice ticket, you could accomplish this by setting up an Action Rule (Setup > Processes > Action Rules). Configuration steps: * Action Rule Info Tab:* Evaluate Criteria: only when updated by a Tech * When criteria evaluation…

mformica, Glad you got it! I find SQL to be more robust, so I go the Custom SQL Query route to specifically define the requirements of the report. That being said, some of the bread and butter tables will still be: * JOB_TICKET * STATUS_TYPE * TECH * LOCATION * PRIORITY_TYPE * CLIENT * PROBLEM_TYPE If you use a lot of…

We don't! It's a very good metric to track (my last employer was a Fortune 50 and that was a primary focus), but we don't operate in a call center (asynchronous support center)...so there's no "first call", if that makes sense!

We also restart nightly in 12.3 as a result of this issue.

Stephan, Great screenshots! They definitely helped to understand what you're asking. Here's the nuance: * Subject is combined into the Request field on the ticket Basic Search. * Similarly, Subject appears in the Request Detail column when updating your column set. * The Subject is actually the bold text that appears…

We encountered similar frustrations so I use the following query to clarify the custom field values: SELECT ID ,LABEL ,OPTIONS FROM [dbo].[CUSTOM_FIELD_DEFINITION] WHERE DELETED = 0 I hope this helps...

We have also encountered this issue, jmcsparin...we have not found any work-arounds yet. It is indeed linked directly to formatting; we have no issues with plain text FAQs. Update Feb 4, 2015: SolarWinds (Luis Leandro Napone) has confirmed that this is a "known issue" and will be fixed in an upcoming update. No ETA has…

Grant, Greetings! I do not believe there is a way to share your dashboard. You can use WHD's reporting function to create and publish reports via email (but not via an interactive web interface for non-licensed users). I hope this helps! Please let me know if I can answer any additional questions for you - - Eric

Maggie, I'm assuming you're not talking about an outage that's affecting the Service Desk itself, but another outage (Exchange is down, etc.) If this is the case...you can definitely leverage two options to your advantage! Messages can be posted to the Service Desk which will appear on the authentication page for all…

Greetings, mformica! The type of Tableau connection depends on the database that you're using for Web Help Desk. For example, we are running MS SQL Server...so I chose Microsoft SQL Server in the "To a Server" connection type. I hope this helps! Very Respectfully, Eric Lee

Just confirming a few things from Tickets>Status Types>Status Types>Resolved: * Your Resolved Ticket Status type is set to automatically close after n hours* If you leave this empty, Resolved tickets will stay in "Resolved limbo" unless... * "Prompt Client to Confirm Ticket Resolution" is enabled* If this is enabled and…

conners is correct; we utilize the Single License for our testing/sandbox environment and Assets is not available under the free licensing model.

Greetings! There is an answer that might work for you, but it is global so you cannot restrict it just to the networking tickets. You can do this by editing each client (a real pain if you have a lot of members of the networking@groups.myschool.edu distribution!) and setting the Allow E-Mail Updates on Any Ticket option to…

Typhoon, A theory: * Hide the legacy Custom Field from Techs and Clients * Rename the legacy Custom Field (add [Legacy] to the CF's name for clarity) * Create your new Custom Field with the new values that you would like to track * Profit? You can still access the legacy CF data with the "[Legacy] Custom Field" via…

This is very frustrating indeed. We have deployed two external solutions to address the lack of customization in the reporting: 1.) Excel Dashboards updated via ODBC 2.) Tableau Desktop updated directly through MySQL Extending your reporting through either (or both!) of these options will provide you with any customization…

Greetings! We have accomplished this by adding instructional information to the Welcome Message: This appears for all users prior to log-in on the actual log in page. The Login Message can be configured via Settings > General > Authentication > Login Message. This field accepts bbCode formatting, so you can change the…

Greetings MDS! I'll take a swing at these questions... Is the parent ticket a placeholder? Yes; it's a good way of centrally tracking all of the updates on the work being completed in the child tickets Who should manage the parent? For New Hire tickets, I would say that the hiring manager should be the client. This gives…

Greetings, kjette! I had the same need and greatly disliked the idea of manually typing (and updating) all of the Request Type categories into an Excel spreadsheet for usage as my organization's service catalog. In order to facilitate this so that it wouldn't require manual work and manual updates when Request Types…

I would recommend enabling the "Disable Tech Session Timeouts for Open Windows" option under General>Authentication. This way, as long as they keep an active instance/tab of WHD open, it will not time them out. I hope this works for you!

FAQs themselves don't require authentication to view, only to browse / search for within the client portal. That being said, you can get the direct URLs for your published FAQs and compile them in one place. If you want to stay away from creating external pages to house these FAQs, you could: * Create an FAQ that lists all…

Alternatively, if you have back-end access to the database, you could query your Service Catalog directly. We use a workbook (connected via ODBC) that reads the database directly...so this gives us a slicer-capable and filterable Service Catalog that is always up-to-date: I hope this helps!

bvondeylen, This is a frustrating experience! I see two options: 1) Disable the auto-youtube "special behavior" formatting within bb_config.xml. This will allow WHD 12.2 to display the URL text instead of attempting to render the video as an embedded player in the note. The downside to this is of course that you will no…

Greetings! We capture a lot of data in various KPI and business health dashboards: Active Tickets: * Pie: Tickets by Status * Bar: Tickets by Priority (break-outs-by-type for Critical, Urgent, and High) * Stacked Bar: Tickets by Location * Pie: Tickets by Business Unit * Bar: Average Ticket Age by Business Unit * Bar:…

Jay, Unfortunately, the answer looks like "no". You may create Action Rules that can assign tickets to specific technicians when certain criteria are met, but you cannot manually specify the technician by name before the record of the ticket is written to the database. That being said, I simply select "Myself", save, then…