jhoag_gcsd · Help Desk Manager

Cool suggestion! But the approach is necessary because Web Help Desk is fraught with poor design and lack of forethought. Software should be designed to accommodate for normal use situations. My vote is that the software be amended in a way that doesn't cause us to need to resort to the "Use a Z" tactic, employed when…

I'm asking what the downside is of deleting techs? What I've found is that you can't search for tickets for them anymore once you've deleted them. So in terms of producing reports of past ticket history, you can't search for all tickets that XYZ tech acted on, because they won't be in the search drop-downs if you do that.…

Submit that as a feature request FOR SURE: Web Help Desk (WHD) Feature Requests I would vote for that absolutely!!

I'd vote we should be allowed to change the password complexity like this feature request details: [mention:e9d2cbefbb734ca1847f0c7948d608d9:fb5d84b10a5745448a7a45dafc1faa43] 

@"kev1n" Check this post out for even more disappointment: I get an error when trying to have users respond to a survey 

Her are some other feature requests to consider voting up: * [mention:97d85d34598140a5b861d4a5947d98bd:fb5d84b10a5745448a7a45dafc1faa43] * [mention:2691834ba4e94a2793462efb2434671e:fb5d84b10a5745448a7a45dafc1faa43] *…

The issue hasn't ever been changed/fixed - we are at 12.8.1 - Build #12.8.1.758 and we get even a different behavior now. This error just shows up no matter who you are when you attempt to submit a survey: Isn't that fun?? @"Avadhut.Deshpande" I reported this latest issue in Support Case 01559928

We DEFINATELY are having this issue. We submitted this as a Help Desk Ticket (#01552340) on 2/6/2024. I hope everyone else does so as well because this is a HUGE issue for our companies use of Web Help Desk. It's been fun trying to keep on top of folks being out ever since this feature was broken.

Nothing new. They're asking us to redo the logs we sent them stating that we didn't make them with the correct setting.

We do! :) Fully functional in that way.

@"pabely" we are at 12.7.12 - Build #12.7.12.651 The Problem persists. 

@"SalmanS" logging in as a user is one solution, but that never used to be required. Anyone who has conducted survey's in the past know that being able to submit surveys anonymously is pretty important. More importantly, not every Web Help Desk customer requires their customers to login to get help. We for example, allow…

I hope they're asking you to create a log and send it to them. I did so, along with a video and was told that the video didn't show exactly where the user clicked (not entirely sure this matters) and that the log I created wasn't with the correct setting...so be extra diligent when you create your log. Also they told me…

AWESOME! I knew someone else out there had to be having the issue. I will report this to support so that they might be able to have a look at your ticket and do some comparisons between our system and yours. 

Thanks for the response! They are using only 1 Web Help Desk tab within the same browser...it's a great question however. Something Support didn't think to ask or confirm. We do not have AD blockers at the browser level, but we are behind a web filtering product called "LightSpeed" which wouldn't necessarily be involved or…

Thanks for the reply! I believe we DO restart Web Help Desk with the scripts...but since I'm not allowed to administer the server I can't say for sure, so I've put that question out to our Web Help Desk server admin. I've asked the admin to perform the steps in the article you referenced (item #3) and I'll report back: *…

It will be pretty awesome if it got fixed. I will have to get an address to send you a thank you! When I work with support, the answer I get back very often is "that's a feature request"...which is hard to swallow when there's no evidence anyone asked for the "feature" that the development team claims exists. Bugs…

I've heard from one person. Does that mean everyone agrees that #2 is really NOT the preferred design?

It's an issue I reported months ago. Doesn't seem to be a priority for anyone at SolarWinds to fix though. Definitely report it...the more people whom complain the more likely someone will take notice.

It's not a bug it's a "feature" as the developers would tell you. You can actually attach an image to any note (i.e. .jpeg,.png) which can then be referred to in the note itself, by doing this. * Attach an image file to the note * Save the note * Edit the note again and this time right click the attachment link below the…

I'm seeing the same issue in Web Help Desk (it persists into 12.7.12 - Build #12.7.12.651). It's VERY frustrating because all of this "increased security" has served a lot to just makes the product unusable. Other companies that make Help Desk programs would introduce more security without breaking existing functionality.…

The drop downs aren't working correctly on the "Out of Office" module...I can only use the SCROLL WHEEL on my mouse to scroll through and locate techs. Clicking the scroll bar and/or up or down arrows on the fields doesn't work at all. That's fun!! I haven't had a moment to submit a support ticket for it yet reporting the…

I have the same issue and I've reported it twice now to support - it's been months since the last time I asked for help on it. Neither time has support been able to provide me with a solution. Both times I got back "You'll need to contact Google" or "Have you updated to the latest version of WHD?" and when we update and…

Here's some ideas to consider voting for: * Add the Ability to "Bulk Attach" assets to Tickets: https://thwack.solarwinds.com/product-forums/web-help-desk-whd/i/feature-requests/feature-request---bulk-add-assets-to-a-ticket-based-on-results-from-a-saved-query * Quick Tickets - Add Ability top LINK New Ticket to an Existing…

I don't honestly know how far it went. Please see support ticket 01169091. I got the impression from the technician who processed the ticket, that this was just not something anyone in the corporation was taking up. It felt to me as if there wasn't going to be any kind of effort to fix or change FAQ's to work differently.…

We're using 12.7.10 - Build #12.7.10.67. The functionality disappeared only one or two versions prior. I think it's a whole scale adminssion that Web Help Desk isn't even a viable product for the future. Not only aren't they doing any NEW features (they're only fixing old bugs and making new bugs)...while letting existing…