slvandewalle

Hello, We currently have WHD connected to our could based Casper solution. More information on this here: SolarWinds Web Help Desk Help That said... I do think there are some improvements that could be made here. Mainly expanding the list of importable fields.

Hello, The asset reservation feature does this. See here for more information: SolarWinds Web Help Desk Help

There are a few changes that I would like to see with advanced search. * Allow for the use of a logic statement more than just all of these or these. I would like the ability to give each line a boolean (true/false), use parentheses to group lines, and the existing and/or operators. * The ability to say give me results…

It is auto-filling the Tech username, not the client's username that is linked with the tech and synced to AD. Now that I think about it a bit more I think that this is likely WHD remembering the login ID. That is set under General > Authentication > Authentication Settings.

Here is what has happened in my testing. 1) If you add an Incident ticket to a closed problem ticket, the incident will remain open and the problem will remain closed. 2) Notes from problems appear on incident tickets that are linked at the time of the note being written. In our above example, this means that the…

It sounds like you need to shift your culture so that people (techs and clients) are following your processes. You could try to do a report on who is opening tickets and use that data to work with the techs that are not following the procedure. On the bright side, at least your techs are entering tickets for the work they…

I do not know of anything that does that in particular, but this is what I do. It doesn't bring any of the information from Google Admin into WHD but, it quickly allows me to find the Chromebook in the Admin console. * Under Setup > Assets > Options. * Configure an "Other Tool Link." * Use the Google Admin Query (search)…

Are you shift clicking when you check the select all box (I am assuming that you are since you are getting 1000 results)? I just exported just over 47,000 assets our of our database to an excel file. I have never had the problem that you both describe and have always been able to do this. We are running version 12.6 of…

I recently ran into a similar issue when redesigning our tech group and levels. I changed the tickets to the new group but what I didn't consider is that the new group was relying on a multi-level approach that was different than the old group. I needed to go back and adjust the open tickets to the correct levels of the…

You can do that with a blick action. You could delete the tickets, change the status to closed, or a number of other options. If you already know the tickets then you can skip to step 4 below. * Under tickets choose Search. * Then Advanced Search * Create a search to identify the tickets you want to modify. * Shift-click…

What we do is create a new ticket that is not tied to a client with general information about the problem. We then mark this ticket as a problem ticket and link the existing tickets to this ticket as incidents.

I don't think that is is possible to not allow a tech to open a ticket. If it were possible it would be under Settings > Techs > Tech Permissions. What is your use case or the action(s) that you are trying to limit?

Hello, Techs will still be able to login with their AD credentials as the credentials can still be synced to their linked client, however, you will need to make sure that the username associated with the techs is different than what is associated with the client account. The main complaint I have heard from my techs is…