garciann

This is nice. We are moving from Help Desk to Service Desk within my organization. However, the Web Help Desk tool is till currently more tailored towards help desk operations based on what I see so far, though there are components within WHD that you could say support Service Desk operations.

I contacted support and they guided me to re-enable bulk synchronization, and that did the trick. I guess when you upgrade some of your preferences are not maintained. Thanks for your reply.

I have a couple of issues with having just upgraded to 12.3, specifically with email in both HTML and non-HTML format. In HTML format, the line that separates the link to the Add Note and Cancel Ticket action links no longer exists, i.e., there is no space between Add Note Cancel Ticket, it now looks like Add Note Cancel…

I have posted three separate discussions regarding issues I've experienced since upgrading to 12.3, I hope someone can help me with them. I put two of them in my response above, but most importantly is I can't synch to LDAP now, the synch buttons are grayed out or disabled and bulk synchronization seems disabled as well.

Old thread but the same issues, any resolution to this? I'm surprised there's not more posts of this issue or a KB article on it somewhere.

Thank you, I requested assistance from Solarwinds Tech Support and they walked me through a similar procedure with the SQL query you described. We were able to recover the ticket.

Thanks, so I'm assuming that the approvals are in a serial order in your process so you can track where the hang up is, or do you fire off approvals in a parallel manner, i.e., like a starburst, and you await approvals from each stakeholder? If in a serial manner, I also would assume you prioritize which approval goes…

That's what it was, bulk synchronization was disabled. Sorry folks, I'm just new to WHD so still learning the nuances.

Thank you for your reply. I guess it's inherent that you can't change the reassignment to another Tech Group unless you change the Request Type, as specific request types are associated with specific tech groups. We did fix the issue as to why only techs within a Tech Group were being listed in the pull-down list of techs…

Are you strictly using WMI to discover all assets, or are you also using the import feature with WHD's template? If so, any issues with it?

Thanks for the reply. I've been corresponding with Solarwinds tech support and they told me I can add Asset custom fields and when we download the template, those custom fields will show up in the template. We tested this and it actually does. The next step is to populate those custom fields with data, so when we do an…

Yes, thank you, your suggestion did help me run a report!

Thanks, I wish I saw your response before the ticket was deleted. But ticket is deleted and therefore we can't edit the note for that ticket, and therefore we can't delete the attachment. Will we have to recover the deleted ticket somehow?

Yes, but is that the only difference? Are there features that SWSD offers beyond what WHD does?

I've reached out to my SolarWinds rep to find out what's going on as I was about to renew our Web Help Desk licenses. Typically vendors give a heads up of their new product offerings, but this announcement seems all so sudden. Don't know if SolarWinds meant for it that way. As soon as I receive more information on it I'm…

These are some of the metrics we measure with WHD: Client Satisfaction Rate Mean Time to Repair (MTTR) Support Call Resolution Rate Support Call Response Rate Some of these metrics are not readily calculatable (or a "canned" report) within WHD, they have to be derived from other metrics.

Thank you, I just didn't scroll down far enough to see those settings, duh. I appreciate the prompt reply!

Thanks for your response but I'm referring to the time it takes just to respond to the call, versus actually resolving it. For example, an Urgent call must be responded to in less than 15 minutes (call response rate), though it may take 45 minutes to resolve it (call resolution rate). So I'm referring to the call response…

As I mentioned in the SWSD forum, my SW rep said this was fairly new to them as well. Seems its development was kept in the dark, even within their own company, until recently. I have some mixed feelings about this approach, but I will evaluate their offering of SWSD regardless. We've been on WHD for about four years now,…

I can understand where you're coming from. When we initially introduced WHD into our organization almost four years ago, we had excellent support from the sales rep down to the sales engineer who helped with pre and post installation. Their customer care model may have changed because I deal with one rep for renewals and I…

I learned the way to "fool" it is to set the Locations to blank, or if you already have locations, to delete all of them (but the hard part is that if you have a lot of locations, it will take a LONG time to manually delete each one, as I have not found a way to do a batch delete unless there's a way to purge such info out…

Greetings, thanks for your response @billypilgrim. Ideally, I don't want it to display the Location information being pulled through LDAP at all. I wanted users (clients) to be able to type in their location information if I can create a Custom field for them to enter such info. If I just tried to hide the Location field…

Bulk synchronization seems disabled as well, what's going on? Can I back rev down to 12.2?

I emailed Solarwinds tech support and they said we can get away with one as well, but the pre-sales engineer I spoke to recommended two addresses, one inbound and one outbound, because of a potential loopback issue in case users reply to the single email address improperly? When would that be the case. If a new ticket is…

I see the merit with both ways of implementing this onboarding process as kellytice has described with the parent/child tickets, as that is currently how our process worked before (manually, prior to implementing WHD), but as kjette mentioned there seems to be more merit using the approval process as a "flow", maybe in…

I just answered my own question, I was modifying the Default Ticket Greeting, but I actually had to modify the Open Ticket Greeting. I discovered this when I did a ticket update and saw the modified message on created on the Default Ticket Greeting but I also needed to make these changes to the Open Ticket Greeting as well…

I'm surprised in the discussion (unless I missed it in this thread) that no one is taking advantage of the native discovery tool within Web Help Desk. Is it found to be insufficient or the other products you are using are a little better? What WHD offers with its integrated asset discovery using WMI protocol is much better…

conners and elee, thank you for the clarification, I was referring to a paid license (versus free one) for WHD.

When I was testing WHD prior to purchase, I thought I had access to the assets section, as you should have full functionality of the product even as a single user license. Just make sure the one account you have setup is an administrator, which I thought was default as a single user.

Ditto, interested in the WHD app. Any update?