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I ran into an issue with getting different ordered lists of departments any where that list would be utilized. When using an admin account, this list is always alphabetical. When using a non-admin account and using Department Groups and the Limit by Department option in tech permissions AND using MSSQL as the backend…
How integrate between WHD and Orion ?
Hello, I manage the service desk at an MSP. A new client runs a large internal Support Desk using the SW Web Helpdesk. I've never really used SolarWinds software, let along the Web Helpdesk. It is even called Request-O-Matic. They called it ROM. It isn't even called that outside of their organization, I don't think. Even…
I was referred to this forum by SolarWinds Technical Support in order for the Engineering team to respond. We have a custom software application that uses Web Help Desk APIs to automatically create Web Help Desk tickets. Some of these tickets are assigned to specific techs, while others are in the open queue (not assigned…
Hello everyone, I am trying to import assets using a template downloaded from WHD in Excel format but I am having this error message: Can someone be kind to help java.lang.IllegalArgumentException: The header contains a duplicate entry: 'Purchase Date' in [Asset No., Asset Type, Manufacturer, Model, Version, Status, Serial…
We are receiving following error when testing API based authentication. Could you please review and let us know if there any issue with our testing or if we need to do something on the server to enable API connections to WHD. We are testing with a valid user (the same user can log in via UI) PS…
Hi Trying to set a company standard email signature for all emails that go out from teh helpdesk tool, but it doesn't seem to want to accept images. Is there a setting which I am missing, please? Cheers
Dear All Our WHD Database size is increased more than 200 GB, and we need to delete old ticket. 1. Is there any option for retention on tickets? If we delete ticket from GUI, it marks as deleted in job_ticket table, but records are not deleted from DB. 2. Can we delete old tickets from DB directly? 3. Can I have DB tables…
Each Spring we get many new hire support tickets for seasonal employees and they overload our Group Tickets tab. This occurs again towards the end of summer when the seasonal help leaves. Is there a way to add multiple group tabs to the web help desk and assign these tickets to a separate group. We would also like to do…
Every tickets created though email had the ticketing system CC'ed in to it. Support said that if we had an aliases on the 365 mailbox when we link it to WHD, that could cause the issue. Just wanted to post the solution in case it helps anyone else We removed the Aliases temporarily, disabled the default incoming email…
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