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Log or Report

In Solarwinds Web Helpdesk 12.4.2.36 is there a way to run a report or view a log that shows what clients have logged into the client portal?

  • I am not aware of a report in WHD, but we run this SQL against the DB each month to see what clients are using the portal to create tickets (vs, the tech created or e-mail created tickets).

    SELECT
    CASE
    WHEN JT.CLIENT_CREATOR_ID = JT.CLIENT_ID AND JT.IP_ADDRESS <> '' THEN 'Y'
    ELSE 'N'
    END As 'WEBPORTALCREATED',
    JT.JOB_TICKET_ID AS 'TICKET NUMBER',
    LT.LOCATION_NAME as 'LOCATION',
    CONVERT (VARCHAR(80),JT.QUESTION_TEXT) AS 'TICKET REQUEST',
    CONVERT(VARCHAR(19),JT.REPORT_DATE) AS 'DATE OPENED',
    JT.ASSIGNED_TECH_ID AS 'TECH ID',
    TECH.USER_NAME AS 'TECH USER ID',
    TECH.FIRST_NAME + ' ' + tech.LAST_NAME AS 'TECH NAME',
    TG.NAME AS 'TECH GROUP',
    JT.CLIENT_CREATOR_ID,
    JT.CLIENT_ID,
    CT.USER_NAME AS 'REQUESTER USER NAME',
    CT.FIRST_NAME + ' ' + CT.LAST_NAME AS 'REQUESTER NAME',
    CT.EMAIL AS 'CLIENT EMAIL',
    ST.STATUS_TYPE_NAME AS 'STATUS',
    PT.PRIORITY_TYPE_NAME AS 'PRIORITY'

    FROM  JOB_TICKET "JT"
    INNER join TECH
    ON JT.ASSIGNED_TECH_ID = TECH.CLIENT_ID
    INNER JOIN PRIORITY_TYPE "PT"
    ON JT.PRIORITY_TYPE_ID = PT.PRIORITY_TYPE_ID
    INNER JOIN STATUS_TYPE "ST"
    ON JT.STATUS_TYPE_ID = ST.STATUS_TYPE_ID
    INNER JOIN TECH_GROUP_LEVEL "TGL"
    ON JT.TECH_GROUP_LEVEL_ID = TGL.ID
    INNER JOIN TECH_GROUP "TG"
    ON  TGL.TECH_GROUP_ID = TG.ID
    INNER Join LOCATION "LT"
    ON JT.LOCATION_ID = LT.location_ID
    INNER Join CLIENT CT
    ON JT.CLIENT_ID = CT.CLIENT_ID
    WHERE JT.REPORT_DATE LIKE 'Aug% 2016%'

  • Thank you very much Rick !

    I will give this a try

  • Looks like this will work for us too, thank you!

  • 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 personal email address.

    To view Clients who have last access the system (maybe useful):

    Go the clients, under basic, search for your users, then sort by Last Activity.

    regards

    Chris