cyribus

This is for an email to be sent for someone that is not listed as a tech, manager, or supervisor in the system. If you have a department head that does not have an account but would like to be kept aware of say a ticket with an unassigned tech. Since the department head would not receive an email under normal…

I am including the screen shots of the closed greeting template from my test system. Maybe this will help you. I included a color change in there as well so please forgive me. I hope this helps.

That is part of the reason you have a client account joined to the tech account. If you forget your tech password, you can log in via the client account and switch to your tech account. This will work if you are allowing tickets to be created by web as well as email. If the web ticket creation is turned off then you will…

Glad I could help!

There are outgoing email templates you can manipulate as well. If you are referring to the email when you select "Save and Email" after modifying a ticket, then no. This would have to be a feature request for a base template on a saved and emailed ticket. Let me know if you fill out a feature request on it, I will be more…

In your case where you want to increase the size of the font it would be something like the following: [style size="12px"] The text you wish to increase here. [/style] You can try manipulating the numbers to increase or decrease the size. I hope this reolves the issue for you. Thanks

Hi Stevo, No you should not be able to add a location to multiple location groups. The location should not even present itself as an option in the new location group. I hope this helps. Thanks, Cyribus

Hey no problem, I look forward to further conversations. Thanks

Check the Job_Ticket and or Priority_Type tables,they will have information for the due date in question. The calculation is based on a setting you have for your priority type in the system. Though you assign a day to the priority type the table itself I believe gives data in hours. I hope this helps.

Hi msilva, I researched the issue after the questions were sent and the system does in fact use SMTP to trigger the ticket from the alert. I wish I had better news. Cyribus

Hi Ryan C, The system does not offer a way to search for the client's address out of the box. You can create a custom field (text) and assign it to all request types in the system that will allow you to manually enter the address. You can then do an advanced search for the custom field and try to find a custom field with…

Hi Rick, If you create a task to launch a ticket on the (Setup> Tickets> Tasks) you will have the option to link the ticket to a parent ticket in the tab labeled Task Elements., the second option down should be "Link to Parent". That should connect the ticket to the initial ticket that triggered the task. I hope this…

Hi unptkon, I have a couple of questions if you do not mind. First, what version of WHD are you running? Second, if you find the ticket that has the error, have you looked under Setup> Email> Incoming email. Select the incoming email account and look for a tab called "Email History." Add the date range for the newest…

Hi, I have a few questions for you to see if we can get to the bottom of the issue, if you do not mind? When you say it is showing down, is there an error message attached or anything in the events happening at the same time? If there are errors or messages, what do they say? What version of WHD are you running? Any…

This would have to be pulled from the database, the system reporting does not get that granular.

I am not sure if this will work but maybe it is a start in the right direction. Create a request type for new client, set an action rule that states client is unassigned send ticket to new client request type. Then go to processes and create an approval process with the disclaimer for storing information on the database…

Hi Rwoodburnwmna, Technically it should stop the alerts. If there is a specific alert it still triggers and you do not need that node monitored by the alert I would add a selection in the alert to remove the node from the alert. An example would be to go to the trigger condition and add a single value comparison. select…

I do have not seen the option to add this via the tech note but you can create a custom field for each of these sections and have them set as text so the tech can fill out the information. The tech can add a small why note and place details in the note itself.

If you create a status titled "New" you can set up an action rule under Setup> Processes> Action Rules to change the "Open" status to "New" upon ticket creation. Under the tab "Action Rule Info", give the action rule a name and select on all ticket updates for the evaluation criteria and below you will see a selection for…

Hi you can make changes to most of the templates in the system via BB Code. I am attaching the article below: Hidden Gems of Web Help Desk - Text Formatting with BBCode

Create a specific request type for that ticket and build a tech group around it. If you use limitations properly then only the individuals assigned to that particular tech group will be privy to the ticket. Other individuals should not know the ticket even exists. Hope this helps

Hi nckelwd, Is this a singular tech issue on the system or is this a select few tech? This could be a permission issue for a group of techs. If it is all techs, can they access their tech account via Setup> Techs> My Account? They can access the password there as well. If they do not see the option to look into that, I…

Hi jrose, can you give some more details concerning the version of SolarWinds product you are using etc...?

Hi Eric, For restricting the request types to s specific group of clients, I feel you are on the right track. If the only individuals you would want to see the request types are the department managers and no other clients, then I would assign the department managers only to a location and leave the other clients open.…

Hi Pirotta, A couple of quick questions for you. HAs this occurred on just the tickets with this approval process on it or other tickets in the system. Also has this been going on since the process was built or has it just started? Thanks

Have you tried using BB Code in the note? You won't see it in the note but it should come out in the email created by the note.

Hi g_a_s, Quick question, did you set the setting under Setup> Clients> Options to match the settings you changed under email options? It is the same setup in the top of the option page for both Email and Clients. Both will need to be set to the same setting for this to work. I hope this helps. Cyribus

Try changing the settings from Exchange to IMAP, saving and then run a test. I had to do this once for a client. It worked for them, maybe it can do the same for you

You can set up an exclusion in your alert that will keep the alert from triggering on that particular IP until after the issue is resolved.

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