henazo

This is really great! A few things I'm having a hard time with is where to add multiple techs and ticket check lists. I've also noticed the emails for techs and clients no longer have any action links in them even though I have that checked, Setup>Email>Options>Include Action Links = True

Isn't that no different than a client admin?

What you're are asking for is called logic or custom field logic and is something we've been asking for since before solarwinds acquired WHD.

I agree this should be an available tech permission. Not something exclusively available to admins..

Use more than one browser.

I can't wait, Help Desk is where I cut my teeth!

Foiled.

The new automatically created url links in notes for case, ticket, indecent and problem are not providing the full url in the emails generated by the system. The fqdn is missing in those links.

It's so damn lame that we have to waste a tech account on a AH tech that has a schedule set outside of business hours to receive all those tickets. 

I'm having a hard time with this also and solarwinds has informed me that duplicate client creation from email even though that is not allowed in the configuration is a known problem. I've asked for a simple way to merge the ticket history for the dup clients to the correct ldap client today (case 790745) and that this be…

Never heard of Bomgar. Just started the trial.

When is Deadpool coming out and will you ever do a sequel to Van Wilder?

Ah, understood then. The thing is, any tech can start typing the email address of the intended recipient and it will auto populate as long as the recipient is also a client in whd. From my experience, ldap linked clients populate faster than imported or manually entered clients but if the techs allow enough time the field…

1. |after the ticket is Saved (by button), the ticket refreshes back to the top...you then have to scroll back down to the bottom of the ticket to exit to the ticket list. Hogwash, I'm not event going to describe how this is not correct. 2. |Duplicate the "Delete", "Save", "Save & Email", "Cancel" buttons at the TOP of the…

There's an option to switch to full site after you login from mobile devices.

The built in reporting options are woefully inadequate. In my environment we over 100 techs, too many locations and dept. to count plus well over 500 custom fields that could be used as filters. To get around limitations in the built in reporting, I have created SSRS reporting that generates from our DB, this lets me use…

Dashboard queries can be saved and shared with other techs.... Column views cannot at present.

This is the look for firefox:

Chrome and firefox display it like this for me: 'https://...ticket#'. I don't use IE.

Well I did it and linked four social media accounts. Netted only 100 points...

You could create FAQs and either link them to certain request types so the client sees them if that request type is chosen or set WHD to start all clients at the FAQs when they log in.

Setting CAB and department/location approvers for all the clients is just the easiest way now. I get it too, you'd rather it be built in so there's as little configuration as possible. Totally understandable. Maybe they will add some new columns, sp and fn constraints to the dbo.client table to make this happen. I'm…

That sounds totally reasonable! Have you tested with either of those? For example: create a test ticket with a test user as client and you as the tech, when you get the email click on "add note" and try amending the subject line of the resulting email that gets created. Let me know the results and if it works - great and…

Is this is an action rule to send an email or an actual email template that you can use tags in? If you can't use tags to pull the attachment from the ticket you can probably use tags to add link the attachment url. For me the attachments get this url…

You can configure an action rule to take care of this for you.

What I was thinking about is using a tag in the email template or maybe a tech action in the subject line. I noticed 'reassign:' was in the subject when I use the add note link in emails that helpdesk generates. If I add the email address fro a tech, the ticket reassigns to that person. Escalate does not seem to be an out…

Yes please. FAQs should be allowed to spread across multiple ticket request types and not "drill down" or disappear if the sub type changes. Currently, for one department I'm setting up, I have to make multiple and very lengthy FAQs so the client can still see them as they choose their department's request types.

Use an action rule. Set it up to trigger when criteria matches no tech assigned and status changed from open/pending/need info to resolved/closed. Action can be to force the ticket back open. Or you can get around that entirely by making sure that all of your tech group levels are set to auto assign. What other 'fields'…

The tech setting 'back tech', useless tech setting 'supervisor', useless ticket setting 'lead tech' and maybe tech group manager setting should all be used to accomplish this needed change; of course along with along the fine tuning of work schedules for individual techs.

This is already built into WHD. Setup > Assets > Options and check out the Dameware integration, SCCM integration, VNC and other tools options. We use SCCM asset discovery and link a custom protocol to start the configuration manager remote viewer and some of our higher level techs use a putty protocol for servers that…