percyplant ✭✭✭✭✭

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  • We use the following custom fields: License Type License Max No. Additional License Descriptor License OS Platform License Restrictions Software Delivery Method License Start Date License Cost License Management Technology License Renewal Type License Renewal Date SW Deactivates on License Expiry Maintenance Type…
    in Who uses WHD for software asset management? Comment by percyplant June 2019
  • Hi, There is no cascading with a status is change when using a ticket type "Service Request", which you might have if you created a child ticket using a Task? But I believe you can cascade status if you use problem and incident ticket types as shown at the bottom of this page: Manage problem and incident tickets -…
    in Status cascading for parent and child assets Comment by percyplant June 2018
  • Checkout this page on how to change the GUI language and labels: https://support.solarwinds.com/SuccessCenter/s/article/Customize-the-Web-Help-Desk-GUI-language-and-labels regards Chris
    in Web Help Desk in French Comment by percyplant November 2019
  • Check the email templates for ticket creation email messages, would need align a message to a Request Type which your email come into. For the last part, ensure that you have a Request Type which doesn't have client communication set a default, then when the ticket is complete set status to something like "Complete - Email…
    in Email Reply to Clients Outside Domain Comment by percyplant March 2018
  • How Tickets are created: I use a set of action rules to record in a read only custom field the creation method of tickets, either Client Email/Tech Interface/Client Interface. Then I can query or report internally within the WHD without the need to run SQL queries. I also record if the email was a group email address or…
    in Log or Report Comment by percyplant May 2018
  • I need this feature too, but I don't think it can be done, unless you write a very clever API script.
    in Is there a way to not allow a parent ticket to be close until all the child tickets are closed? Comment by percyplant March 2019
  • Export to excel is rather limited, as you would loose things like attachments and history. One suggestion is to use the a free version of WHD, and connect your old database to this new instance installation. Although you would only have 1 admin tech available (unless you purchase additional licenses), but you can setup…
    in Updating from 12.2.x to 12.5.2 - Preserve historic tickets Comment by percyplant April 2018
  • I would have an action rule Check current level 1 and that it's assigned to any of your techs from the is any of list, and updated prior to 5 business days Then assign it to your Manager / Lead tech Adjust the action rule for your requirements, you will have to add only certain Request Types and Status Types e.g. only open…
    in Escalation Comment by percyplant June 2018
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