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OS: CentOS 7, fully updated WHD version initial (working): 12.5.1.88 WHD version after upgrade (broken): 12.7.1.538 JDBC connector: mysql-connector-java-8.0.18.jar JDBC (also tried old version): mysql-connector-java-5.1.48.jar Path for JDBC: /usr/local/webhelpdesk/bin/jre/lib/ext/ Also tried path:…
Hello, I'm wondering if anyone would be kind enough to point me in the right direction here. My department uses ADFS with SAML for Single Sign-On into Web Help Desk. Users are imported into WHD from Active Directory using LDAP and then synced up with AD every other day to stay current. It works very well -- except for two…
Trying to set up a task to run every year on January 1st. I'm picking interval monthly > every 12 months > each 1st day, starting on 01/01/20, as shown below. But I'm getting next scheduled date of 01/01/21. If I choose a starting date of 01/01/19 (or any date prior to 10/31/19), I get a next scheduled date of 10/01/20.…
Having lots of issues formatting my FAQ entries. We are on 12.2.0 I am willing to upgrade, but dont see any mention of this issue in the release notes In a ticket details, the Code and Quote work reasonably well In FAQ the same options have issues. Code seem to do nothing except change the font. Quote looks like a quote at…
Hello, I would like to be able to update the values in the ticket custom fields of our WHD tickets via the REST API. I have figured out how to use PUT requests to update ticket status, but I cannot figure out how to overwrite existing values in the ticket custom fields section of a ticket. Can anyone offer me some advice…
I'm looking for suggestions on how to address this issue that we've had since deploying Web Help Desk. Since WHD does not seem to allow you to set up Request Types independently of Tech Groups, we've had some confusion with who can see what tickets and "why are tickets in my tech group's queue that belong to techs who are…
We pass around tickets a lot and several people might work on the same one. Can I run a report or query that adds up the cumulative time spent on all tickets per day by technician?
Is anyone or has anyone had issues with FAQ categories not being available in the drop-down for the Client, even though you have checked the box for Use as FAQ Category on the request type editor? Several weeks ago I noticed that if you UNCHECKED the box, the request type would show up as an option, but now it's completely…
Is it possible to have web help desk check out admin credentials for IT personnel use? The Thycotic secret server would be the other end for the credential check out. What i would like to see is an IT admin would create a ticket in web help desk to check out an admin credential to work on something that needs admin…
We have 3 levels of escalation in our WHD setup. Two things we are trying to achieve: 1. When a Level 2 tech escalates to Level 3, an escalation email gets sent to those in Level 3, but the ticket stays with the current Level 2 tech 2. Prevent escalation to Group Managers and Tech Leads after Level 3. The 'Escalate' button…
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