apap

This is a feature we are giving up and missing, as we migrate from HelpStar to WHD. Ideally the standard replies would have the option to be easily edited and have variables/tags available, especially from the custom fields.

Posted review

Disappointed to discover this. We have just started a 30 day SRM evaluation and this might be a show stopper.

We use SW Web Performance Monitors quite extensively to measure user experience. This has worked very well for us, providing a much better picture of availability, network issues and other bottlenecks. I had a PO in hand to upgrade our WPM license to the next higher tier a week after showing management the new reports…

Both the MPE and APE are installed from the same build. We have had to do all of our upgrades via offline installations since December when SecOps turned off outside access. I do have a ticket open on this issue, have been sent some things to try and have a scheduled webex meeting tomorrow to. I'll post the issues and/or…

Our main polling engine was happy to accept the HF but our additional polling engine reports the strange message: "The version you are trying to install 2020.2.6 is not compatible with the version you have installed 2020.2.6. This installer requires a minimum version of 2020.2.6" Ticket opened

I did login with our admin account ( builtin ) and indeed the popups for both the page customization and Netpath go away. Logging back in with my AD account and I have to 'Got It' every time. Richard maybe correct! I did open a support ticket this morning and happy to provide any info requested.

That is as close as I know how to get you with the built in reports, it takes that last click and then a view in WHD. I think you will need to get back in to Crystal Reports or other tool for exactly what you want.

We get the same pop up over and over and over as well, and yes we click it but it keeps coming back.

Yes, built out a new server and brought it up using the name/ip of our older server. Installed software and updated all in one step using our old DB. As worried as I was about this one it turned out to be the smoothest SW upgrade I have ever done. Roughly followed this upgrade doc

Here is what I have noticed ( we sync with Lansweeper ). The template upload overwrites and the sync will append. ( there might be an option that determines this but I am not sure ) I.E. 1. We made an initial asset sync with Lansweeper 2. We updated assets with a template data import, this overwrote the Lansweeper data,…

Peter wrote up a nice doco on this: Hidden Gems of Web Help Desk - Text Formatting with BBCode

The NPM Hotfix 1 claimed to fix this issue but we continue to get the popup even after applying the Hotfix. Our support ticket remains open SolarWinds Orion Platform 2017.3 Hotfix 1 addresses the following issues: Password fields allowed auto-complete. The Manage Alerts page displays $ signs instead of variables. Node…

You can select the default email recipients of each ticket by going into the tech group settings. Setup -> Techs -> Tech Groups -> [ Your Group Name ] -> Tech Group Levels -> [ Your Group Level ] -> ( Default Selected E-Mail Recipients ) From what I have seen, making changes to this setting will only apply to newly created…

It is simple to setup a recurring ticket in WHD via the setup->ticket->task functions. There is no functionality to schedule and execute actual commands, reboots or updates. That seems more a responsibility of something like Solarwinds SAM than the WHD. It would be nice to be able to schedule action rules instead of only…

Great write up, glad I found it. This is something that I have wanted to do since inheriting SAM a few months ago. Thanks julrich. I did find it a bit challenging working through these instructions, but now have a better understand a few things for having to decipher. Following the instructions here, I did need to update…

Action rules will not work for this because they are triggered when an update occurs on the ticket. You can setup email alerts based on the status type and specify if they are unassigned after 1 hour. setup->tickets->priority types & alerts You are limited to who can be emailed, just the group manager for unassigned…

@I would try a report similar to the one below and have it scheduled to run (as ryan.calhoun mentiond). I don't believe you can get the ticket id's in the report but you can click on links within the report to open a WHD view and see only those reported tickets.

We also bumped into this short coming. The work around we put into place was to create a custom field that is a checklist of action items that need done for each request type. This custom field is a Multiple Choice type so that as each item is completed the 'choice' can me checked off within the ticket. The single ticket…

I am pretty sure this cannot be done with the built in report writer at this time. The only place Client shows as a report field is in the asset type report and it won't give you what you need. I agree, 'Client' would be a useful category for the ticket reports. You are going to have to jump into the db. I don't claim to…

Hi Ena, If you have an actual standard signature you should be able to filter that in the E-Mail Attachment or Content RegEx filters. You might also look at the out-going mail option "Include Graphics in HTML E-Mail" All are found in: Settings->E-Mail->Options

Looks like it should be good, deleting every night at midnight. If you want to see what will be deleted just run the find part: /bin/find /usr/local/webhelpdesk/pgsql19/Backups -type f -mtime +7

We built out a new server to finally get off of 2008. I was rather dreading this migration and update but it could not have been smoother. I scheduled a 6 hour downtime window and we were back up and running in just over two ( and of course half of that time was waiting for the Website Optimization to complete ) We…

I am not aware of any setting that forces a tech assignment to close. I would be interested to hear of that as well. I set up an auto action that reopens any ticket that is closed without an assigned tech. It fired off a lot when first implemented but has trained people to make the tech assignment prior to closing. It does…

Hi Barry, You can look at the incoming logs with 'Show Entries with no messages' selected. Setup -> E-Mail -> ( Incoming E-Mail account ) -> E-Mail History We are checking every minute ...

I ran across the same issue dm451. We thought we had a nice solution to HR request flows and notifications, only to discover hardcoded email addresses are all that is allowed in the Recipient field. Hopefully this is an oversight and will be fixed/updated soon.

This will be set to whatever you entered as your server DNS name Setup -> General -> Options Put your fqdn there and it will update all your attachment links.

1. We use Lansweeper 2. I evaluated and recommended Lansweeper to be purchased. 3. We were excited about being able to pull the Lansweeper data into WHD but have found little value to using the asset functionality in WHD. We still sync WHD with Lansweeper but Lansweeper has taken over the asset inventory/reporting role. We…

I was able to hide an old request type by creating a company name called NULL and assigning the request type to this specific company ( an option within each request type). No location or tech group is associated with this company name and this effectively hides the request type. The only place that the old request type…

If I understand your question correctly, each member of a tech group is on a one week rotation to be auto assinged all the calls for that group, escalating to other members if necessary. To achieve this you were going to enable the vacation schedule for all member except the one on rotation. Problems occur with techs in…