cyribus

Hi Schozab, You can find the minimum system requirements at the following links for each item. I will add them one at a time per product. Keep in mind NPM, SAM, and IPAM base their hardware requirements off of the license you have. NPM: NPM 12.2 system requirements - SolarWinds Worldwide, LLC. Help and Support SAM: SAM 6.6…

You can pull a report from the database. I mean a simple one for job tickets will come up like Select * from Job_Ticket. Once you find the columns you want, you can work the query further to display the columns you want. 

If you go to Setup> Tickets> Tasks you can generate a ticket on a scheduled basis. Select new, give the task a name and a schedule. Make sure you share the task if it is going to other individuals besides yourself. Hit save then more tabs will appear. Set up your ticket with a request type, subject, etc. Save it and then…

Can you please provide a bit more detail as to what you are asking for? If it is just a report that is presenting the request types and priorities in the system, are you trying to actually copy them from one instance to another instance of WHD or are you running a report for tickets showing the number per request type and…

Prior to the upgrade did you make sure all techs had a client account attached to them and the client account had a different user name than the tech account? As of 12.5.2 the following statement is added to the upgrade plan: If you are upgrading to WHD 12.5.2 or later, ensure that all techs have Tech and Client accounts…

Hi Dongoodwin, You can use the getting started guide to give you some idea of what is possible, I will provide the link to it below. What are you trying to accomplish, maybe I can help? Thanks, Cyribus Getting started with Web Help Desk - SolarWinds Worldwide, LLC. Help and Support

Each request type has the ability to be hidden form the client. If you go to Setup> Tickets> Request Types, select one of the request types and look roughly half way down the page. You will see a selection called "Visible to Client" if this box is selected the Request type will be available for selection in the web…

I agree the API would be the only way to go for the system without a tech login.

I have run across that with a system running two instances of WHD. One was on the application server and the other on their mail server. I went to the I went to the configuration folder and opened the tomcat_web_template.xml file and near the bottom there is a daemon setting. I set one of the instance to none and allowed…

Hi Urgent, Try finding /usr/local/webhelpdesk/log/ in your system. I hope this helps. Thanks, Keith

I have seen the same problem coming from two sources. One is the person is using something like Incognito and the system does not recognize them even if they are an existing client. I have seen the system create over 18 accounts for s single user due to this. If the person is a member of Google Groups also it could cause…

What information are you trying to derive from the report?

I would check the mail server itself. If there have been any upgrades or changes made, it could be blocking the emails from being sent.

Hi cp, Since this is an issue pertaining to only one technician, I would do as you mentioned in your message. Rebuild the tech account first, and then rebuild the AD entry for his client account if that did not resolve the issue. I hope this helps. Cyribus

As long as the ticket has an assigned due date attached, you can accomplish this with action rules and request types. Create a request type that is visible to only upper level techs and managers or admin and assign it to the ticket. Create and actions rule and under the Criteria Tab select Date> Due> Within the Next> "X">…

Hi msilva2, I would like to ask you a few questions if you do not mind? Question one, what version of WHD are you using? Question two, with the integration asking for a request type to be assigned, did you create a new request type for the alerting or use an existing one? Question three, on your request type you are using,…

You mentioned in the documentation for the product you are HIPAA compliant, are you meeting other compliances such as NERC-CIP as well?

Hi anp24, You can always create a task to run on or before that date. It will generate a ticket in the system which will in turn send out an email. If you go to Setup> Tickets> Tasks and create a new task. For the Subject line put "Warranty" and the details of the warranty in the Request Details area. You can schedule it…

Hi b3bt, I have a couple of questions for you if you do not mind. Have you looked at the tech permissions assigned to the tech account to see if they have had any changes made to them? Also, what version of WHD are you using? Thanks