cchambersCAP ✭✭✭✭✭

Would the reportDateUtc property work for that?

We get Web Help Desk through Loop1, and they said they aren't allowed to share anything beyond the documentation. I assume I can't open a support ticket directly, so I guess I'm stuck. I'm sure SolarWinds has a spec file…

I posted my thoughts over in the WHD forum, since I figured it was a better place to have this conversation than the comments of a blog post announcing another product.

Because it's a SaaS offering, it looks like SWSD will cost us over 5x what WHD does (not including the per device change, I'm not sure how that's calculated). Service Desk Pricing | SolarWinds

It can be done as an action rule...but you have to create a rule for each tech. Depending on your situation, that may not be practical. Having a way for the system to do this generically would be better. One caveat to the rule below. If you as a tech, reassign a ticket to another queue it will still assign you as the tech…

I was thinking the same thing. This looks like it solves many of the complaints we have about WHD. It would be great if SolarWinds hosted a call to lay out their strategic roadmap for both of these products so that we can make an informed choice on where we want to invest our time and effort. I would be particularly…

Now that we can enable SAML auth for WHD, being able to use SCIM provisioning instead of LDAP would be amazing! It would be nice if they expanded the LDAP fields to include most of the common fields or allowed custom fields that we could map between AD/Entra and WHD (which is how SCIM provisioning usually works)

I'd expand this to asset models and manufacturers this list gets really long over time, and I assume if we delete these it will break reporting for old assets. Not sure how this is built, but maybe the system could be built to so that most/any fields could be archived?

I agree that this would be nice. in the meantime, have you tried using Action Rules to get you close to what you are looking for? I assume the emails from the printers have a unique identifier in them such as the serial number that you would use to match the email to the asset. If that's the case, you could create a user…

No that's going to work either. I have a separate department that is using our system who accepts tickets via email. That means if I enable the suggested option, they would no longer be allowed to accept email-based ticket creation. I would need to be able to override that option at the Request Type or Tech Group level…

Unfortunetly, we have some tickets that do need to be created via email (like system alerts generated via email and a few other teams that need to receive requests for external parties that can only use email) so I was hoping there was a way to do this per ticket. It looks like you can override the global setting in…

We're hosted on Loop1 so I don't think I can directly open a ticket with SolarWinds. Not sure if they have done so on our behalf. Our duplicate tickets started right after we switched to Oauth.

Investigating the solution here (sorry I didn't see it before I posted) WHD/HDM Ticket create using REST API causes duplicate emails - Forum - Web Help Desk (WHD) - THWACK

Or not, because I don't have a customer portal login. Anyone know if this is a known bug?

Have you ever tried using the API to pull data for reporting? We use the hosted version so I don't think I can get direct SQL access and wondered if (the notoriously deficient) API worked for reporting? I'd also add the built-in dashboard is ok, but who decided that you can't sort a chart by date!?! It makes a number of…

Thanks! If your upgrading from 12.7.6 or earlier, be sure to note the requirement to upgrade to 12.7.7 first!

This issue should be fixed in 12.7.8. In the release notes, it lists a fix for "An administrator can now use the Microsoft Azure directory to authorize incoming email that requires administrator consent." One of the case numbers listed is the one I opened for this issue (ticket was opened in November of 2021). I have not…

What's the reasoning behind 25 being the limit?

Also I notice they are using depreciated API's. They should be using the Microsoft Graph API.

I'd be happy to spend more money on WHD if there was real development effort put into it. It doesn't have to be as expensive (or as feature rich) as SWSD. But it would be great if there was movement on some of the long requested features. IDK, maybe they polled customers and most people are happy with the product as is and…

Starting with 12.7 releases they have been better, which is good, but it's mostly been (long needed) back-of-house updates and not improvements to the functionality or any of the long requested features.

Yeah, that's pretty common. It takes on a new meaning when you see the request to vote on features and multiple years later none of the features have been implemented.

I think you can export the assets to CSV and there's a "Delete (Y/N)" Column in the file. Set the assets you want to delete to Y and they should be deleted when you upload the assets. 

This is the best option available. The outlook option doesn't do reminders but at least you have something on your calendar. I think there have been several requests for something like this over the years but since they can even release items they say their working on, I wouldn't put much hope in new features. 

You can put the latest note at the top of the notes and you can limit what fields are visible to clients, but that's about it.

Did you contact SolarWinds about this? I'm seeing the same thing. I have got to get off this system, I feel like I'm in an abusive relationship where I keep saying "they can change and be better", but they never do.

Based on this article. Basic Auth is being disabled as of Oct 2020. I wonder if anyone from SolarWindws wants to chime in on their plans to support Modern Auth in WHD before then! Note: SMTP basic auth will still be available (for now)

Based on these articles, it looks like you can remove the modern authentication policy from specific accounts or groups. I would talk to the Exchange team to see if they can set up an exception for a service account. Disable Basic authentication in Exchange Online | Microsoft Docs…

This is classic SolarWinds WHD behavior. Announce something and then never provide any updates.

Any way to pull a clients Manager from AD into a custom field without it returning the entire conical name? When I add the manager LDAP record to a custom field I get "CN=User Name,OU=Department,DC=Company,DC=com" what I would like is "User Name"