billypilgrim

I should say I am assuming in this that your request type could have elements that more than one team could need to look at, otherwise WHD will always assume each request type should only be going to one team so you would have to change the request type to reassign it if it needed to go to another team- this is the basic…

We have a couple of request categories which cross over different teams (eg Application Support & Tech Support) which was causing tickets to get either mis-logged under the wrong request type or manually reassigned to a Tech outside the intended Tech Group which also didn't work properly for reporting. The neatest way I…

Hi Nothing built in that I know of or can see how to do but you might be able to manually pull something from the log file? After a quick look on our system, the main log shows when a session is logged out (Terminating session) but I can't see how to find out when someone logs in successfully (though it does also show if…

Tenuous possibly but we had some weird results when exporting/ re- importing assets where the time stamps got messed up & it turned out to be dependent on the locale settings of the browser of the tech exporting & the one importing and also how Excel had formatted the cells with dates in them. I wonder are the date & time…

We noticed this & I logged a call to Solarwinds since our Techs mostly use Chrome in preference to IE, So yes, while you can go in as an admin & delete the whole message (i.e delete it centrally for everyone) you don't seem to be able to mark a message as read & hence individual users/ techs can't delete their copy of the…

Hi Not sure how you are trying to do the first query (this should be easily achieved with the normal advanced ticket search?) so more info would be helpful! RE the number of search results there are two settings in Setup> General> Options, one which control the max number of returned results in a search & another…

This sounds like a dev request that I would also be happy to see- it would be very useful to be able to get a breakdown of how many calls were created by email, client web portal & tech portal (i.e over the phone)

No good then! I'm trying to understand why you would want to do this- if it is just for reporting purposes there must be lots of much easier ways of seeing who resolved/ closed the tickets, or do you want the end users to be able to differentiate between which team has closed their ticket?

Hi Tim Do you use the Resolved status? You can define a different template for Resolved and Closed emails so this might achieve what you want? Thanks

Hi Fiona Looking at this again today, there is an option to disable/ enable the Send button I mentioned above if you go to Setup> Email> Options> Disable Single-Note E-Mail so if you don't see the Send button on the right on the Tech Notes then this may be switched off? Also there is an option below this, Default Tech Note…

I have never found a way to do this, assume it's the same issue that means the built in admin account uses one of the Tech product licences- WHD just sees the account as just another Tech so it appears in the list along with all the others. Unless anyone has found otherwise?

We manually created and have since amended many of our assets using the import tool and have have had no problems but I agree it can be a bit scary! Not an official answer but basically I have found: * If you change a value on your exported sheet it will be changed by the import. This is true for everything except for…

Hi Amyd The way we get around this is by moving the original mail from the user to a mailbox WHD is parsing. This does mean you or your Techs need to have permissions on that mailbox, though it doesn't need to be the main, default mailbox.

Hi This is to link assets where it might be useful to track them together, for example we use this to track some of our licensed software where the laptop it is installed on is the parent & the software & key are the child asset, also for mobile phones & devices where the SIM & associated mobile contract/ phone number is…

Hi Joshua If you go to Setup> Tickets> Options, right at the bottom of the options is a check box for Automatically Delete Obsolete Custom Fields. If you put a check in there it should prevent this from happening, it removes any custom fields that are not relevant when you change the request type.

Worth a look here on previous posts for some suggestions: Re: How can I get my HelpDesk to run/update faster? https://thwack.solarwinds.com/message/226250#226250 Most likely suggestions would be either a bottleneck with contacting the mail server, a bottleneck writing to the database or (unlikely if the JVM memory usage is…

Kellytice's suggestion is neat- we have a slightly more... well deliberately annoying action rule which just reopens any ticket that hasn't got a Tech assigned when they go to close it. It was surprising how quickly the guys seemed to pick up that they had to assign a ticket before closing it

Hi There is an option I would check in Setup> General Options for Max Weeks of Data in Dashboard, maybe also the Filter Dashboard Data to user in case these are causing the tickets to be excluded but I'm not sure why you would be missing tickets in queries? Are you running the queries from the Dashboard also or from the…

Hi bvondeylen There are some options in Setup for Merged Tickets behaviour so you might need to check here: Setup> Tickets> Status Types> Options> When Tickets are Merged You can even have it delete those duplicate tickets if you want. Ours go to Cancelled instead of Closed so I can easily exclude them from reports & such

Hi We have been live for just under a week & are seeing this & similar issues in Chrome also, for instance the Service Request/ Incident button disappearing when clicked. In the Log file (Program Files\WebHelpDesk\log\helpdesk.log) I am seeing: WARN [2014-11-14 11:49:12]<http-bio-8080-exec-154> You performed an Ajax…

Should say (to actually answer your question ) I would do it this way because if you do delete the request type, the historical tickets will still be there, but request type will just default back to the first one in your list so could really mess up your reports/ stats.

Not sure about the Tech question but for defunct ticket types you can create a new dummy location or location group, then make the ticket type specific to that location/ group. This way the ticket type no longer shows up for your Techs or clients using the portal to log against but you can still search for old tickets by…

Shortly after implementation we started running WHD as an "application" in Chrome - basically so it runs in it's own window with no address bar etc and runs from a separate shortcut- which helps I think to get out of the mindset of it running in a browser. Anything that would normally open in a new tab or downloads open in…

Hi We use this feature with our third party suppliers & haven't had any problems, as you say as long as the domain is attached to a location you have set up. Does the incoming email have an address containing something which is in the Ignored Senders section of the email options (just under the Accepted Domains / Location…

Wouldn't you just need to make sure they had selected the Tech Group option & not Myself in the Assign To field when they log the ticket? I think once you have done it WHD remembers you last choice using a cookie or whatever.

Hi There are a couple of options in Setup> General> Options which can affect this and are worth checking, one for Max Weeks of data in Dashboard which will exclude tickets are older than that threshold, and another for Filter Dashboard Data to User which can cause some confusion if checked.

Figured it out now, I had the Client name as a "Required" field which made it editable, I changed to "Visible" & it has stopped falling over at this point now.

Hi Prdover Am not sure why you wouldn't want to include the client details in the ticket, but you can easily allow Techs to edit the open/ close & note date/ time by granting this permission in Setup> Techs> Tech Permissions. If you allow this then there will be a Date Override option when adding Notes & you can click on…

Hi Making a few assumptions here if this is a new install & your first time using it but.. Each ticket Request type is associated with a particular Tech Group so your newly created Tech would need to be in that Tech Group to see any tickets associated to it. Out of the box the built in Admin account will have visibility of…

Hi I've never 100% worked out how exactly this is connected but it seems to be somehow related to the Column Set you have in the Asset Search tab. It seems that if you add extra custom fields in the Columns Set, these then appear in the Asset Info section when you open a ticket. I'm sure there is an official answer....