apap

This was just discussed here the other day: https://thwack.solarwinds.com/message/270758?et=watches.email.thread#270758 I think you will find what you are looking for there!

We have about a dozen maps but this simple one which is part of our NOC on our wall display is used the most. As for the tool itself I would have to agree with what zackm said above. It can have nice results but using the tool is a dreadful experience .

I have never needed to so not sure if they syntax is totally correct, but you should be able to exclude the Terminated OU in your search filter: Something along the lines of ... (&(objectCategory=person)(objectClass=user) !(ou:dn:=Terminated))

Hi aaron, This is actually pretty simple to do with the report filter page. Select a new filter as inclusive and only select your top level catagory(s) for request type. It will add up all the subcategories under that top level and not break it out.

If you have set your WHD up so that it can email itself you could add a note via an email in an automatic action. Just use a subject of Ticket <ticket_id> and you can use the <tags> in the email. This does open the possibility of infinite email loops.

Should I worry? Also curious on the answer to this and if there is support for the mobile app going forward. We are planning on implementing a mobile app server and hoping to make it a key part of our help desk and on call processes. Sounds like it may not quite be the tool we thought were hoping.

If it is of any help, the only way I have found to delete messages is via Joe Admin in the Messages->Create Messages tab. Not sure if that is the user or place you are deleting from but it always works there for me. (12.2.0 - Build #12.2.0.9011 )

You should be able to do this with the import templates. Setup -> Data Import -> Import Assets Download the template and populate then import. Client and asset information are contained in the template. Andrew

Hi Navron, Are you logged in as Joe Admin or another user? You might check permissions in the Setup->Techs->Tech Permissions. There is an Asset Permissions within the tech permission group. You may have this turned off for the user you are utilizing.

Hi Dave, While there are a lot of improvements that could be made, we have been using the WHD approval process without problems ( via web or email ). Have you checked that the emails are arriving or have notifications set up if the approval email is not formatted correctly? It is somewhat hidden but you can check both of…

Hi G.Pizzo, We don't use the auto assign feature, but if I am reading your question correctly I think you might check the option "Limit Assigned Tech by Current Location/Company". This is in Setup->Tickets->Options. Also check the location groups assigned to each individual tech. Hope it helps ...

I agree, the process tree is broken. We have come up against this same issue. It seems that the Approval process is mostly just that, only for approvals. The only concession for denying a request seems to be when ALL members vote No. We also end up with tickets in limbo. There is a setting for the minimum number of…

We implemented this for awhile using action rules. It works but you have to add an action rule for each tech you want to assign to. Set up an action rule criteria to match ( contains ) on the request text ( not request type ), such as "admin=bob". Setup the action to do what you want, i.e. assign the ticket to bob.…

Trying to remember if we did more to set up sudo but it seems like it worked after the original install, as the admin user try sudo -s

The only work around I have found that works is to Delete the ticket. I am also curious if a cancel is possible. A one click approval would also be nice when we review change requests in a group meeting.

Where you set the alert recipient, Setup -> Parts & Billing -> Inventory Alerts the first setting is for inventory alert intervals. 

I guess my questions should have been, why not and when ! Simply allowing tags in the email recipient field would automate half of our HR personal requests.

Hi Ben, I have just started working with the REST API calls so far from an expert. I do use a similar client call as you describe above by adding the username the apiKey is attached to: 3333?apikey=xyz123&username=admin…

Not a lot to go on amyd but I would be suspicious of that action rule, Send Notification. Is that doing more than intended?

You should be able to edit the Resolved Ticket Greeting email template. Setup->Email->Templates

We did this after our initial test prior to going live. I had the below instructions copied from another post I found somewhere, not my own work - How to Delete All Tickets from Database to Reset Ticket Numbering to 1 Resetting ticket numbering in Web Help Desk (WHD), such as when you need to reset ticket numbering to…

My guess is you have the "Sync with Existing Assets Only" option checked in the Connections Basic tab ??

Hi Dtawater, As far as sub-requests I think you can do a lot with the report filters, selecting request type and then an include/exclude list.

I am seeing the same thing. We have 13 DNS servers but only 4 show up. Only when I sort them by Server Type do the other 9 display, but then only 4 per page.

I think the only way will be to go into the database and update the job_ticket table setting 'Deleted' from 1 back to 0. I know this works from doing it on our test server and does not appear to cause any issues. For production you should open a support ticket to SW and ask, there could be more fields that need updated or…