fluffy_midnight · Random Radiated Helper · ✭✭✭✭✭

This is an issue with Web Objects and is being reworked by the Development Team.

Can be done, pain the the *** and takes too much effort to implement. Also has no refresh to the system so would have to set up an automatic sync based on time lapsed on the page and as the front-end is being changed from Web Objects to Spring and HTML5, there is very little point putting in the effort of adding this as…

Hi doughall2015​, A separate tool to filter your emails coming into that mailbox would be required to achieve what you are wanting, you could technically achieve this through Powershell if you're that bothered by the signature. As welikedustybtr​ has said, you can use the RegEx filter to strip out a good majority of a…

Hi chadschu763​, This is not possible, each individual that requires this type of access will need to have sufficient privileges. Note that giving sufficient privileges will give them access to more than their Tech Group, therefore is not recommended for the general user. -Midnight

Hi pbergero​, By default it's incapable of integrating with Google, however you can do some custom code and configuration to achieve a link to the Google Authenticator - though this is not a supported feature. -Midnight

Hi smalek​, You have auto-incremental asset numbers enabled, this means that it takes the last value and adds a digit. At some point something has placed a minus value into the database, whether that be from a manual input or asset sync... To resolve the issue you could either go to the database and add a new row with an…

Hi durra​, 1. If you email the help desk again do you get a different help desk number? - you should expect this to incrementally increase. * If so, the ticket has been generated but you might not be on the correct account to view it. * If not, there's a bigger issue at hand and would recommend contacting the SolarWinds…

Hi michelle.mcconnell@d303.org​, You should be able to used the Advanced Search within the Assets section to specify if the History > Action or Tech matches to the technician name, with a condition to filter the date to the specified time range you're looking for. Note that this may take some time to search and could…

You should increase the session timeout to a more suitable period, once this has been made simply save the setting using the button at the bottom of the page and then try logging out and back in to see the change. If you have any browser add-ons or plugins in place, make sure none of these are refreshing the page or…

Hi vgarcia​, Are you able to provide screenshots of your configuration (obviously with any confidential bits covered/blanked out)? -Midnight

Hi jaymanuel​, It sounds like you are either trying to import an incorrect or older template into your current help desk, or the TSV file has some incorrect values/layout to be imported. You should download the v12.5.2 template and transfer the data to it before the import, and if the issue still occurs, use CSV instead of…

Hi justin.gray@weldre4.k12.co.us​, It is possible to create multiple tickets using a single JSON file, however it's not the simplest thing to do and can take just as much time as creating one ticket per JSON file. I'd personally recommend creating one ticket per JSON file unless you want to do some custom development to…

Hi adam.cooper3​, Is this using the 'Reports' area, or are you exporting the ticket data from the 'Tickets' area? I would recommend downloading the Excel version by doing a Ticket Advanced Search instead of using the reporting engine, this will save you time and is much better when exporting data. -Midnight

As per Justin's instructions, that is how to enable Asset selection for clients... If you do not have 'Use Models' enabled, you cannot select assets that you have access to whilst submitting a ticket. You cannot scan bar-codes to assign an asset to a room, there is currently no bar-code scanning functionality in Web Help…

Hi jaymanuel​, I've had this issue numerous times before, I had resolved this by editing some rows within the database, however this is not recommended and I did not document it. I'd recommend waiting for SolarWinds to fix the bug as I'm sure this is happening to a wider audience that is unaware of the emails going…

Hi ckazadi​, That user has more than one account with the username you are trying to log in with, if you do an Advanced Client Search you should be able to locate numerous accounts with that username. Let me know if you have any issues with this. -Midnight

Hi marvin.tomelden​, I cannot confirm if Serv-U supports SFTP encryption offload at a NetScaler Load Balancer, however I can confirm that it can be achieved... Is there any reason why you would want the NetScaler to pass the traffic non-encrypted rather than continuing the encryption all the way through to Serv-U or is…

Hi shuff​, Unfortunately trial and error is the way forward unless someone creates a document holding these. It's very unlikely that many organisations have documented what tasks they've created and what they do, as you can either check them manually and see, or restore a backup if something goes wrong. It's a hit-and-miss…

Hi 123kateb​, As there's no way to track how an individual is set to inactive unless a technician has set it manually. If a technician set it manually you could review your help desk logs from the server, though this isn't worth the amount of effort required. Do you have Active Directory (AD) automatically sync in your…

Hello, this isn't possible however I have listed the Subject-specific commands you can use here to interact with the help desk: Action: Tech update - Adding notes Hidden: Yes or No for client visibility Status: Open, close, pending etc. Email Client: if you want the clients to receive the email Reassign: Reassign to…

Hi Mark, That really depends what data you are aiming to display with Power Bi, usually you would integrate this with the SolarWinds Orion Suite rather than Web Help Desk as the dashboard feature within WHD already displays the majority of data that you would want to show. If you are aiming to replace the existing…

What sort of metering are you looking for?

Hi linggs​, There's no known viruses within any of the DameWare Agent releases so far, to bypass the issue, add the agent to the exclusions list within McAfee. If you have further reason to suspect otherwise, please provide details and investigative information that would support your case. -Midnight

Hi Kaylen, I think it would be appropriate to specify what part of SolarWinds you are trying to send alerts to, the kind of alerts you are wanting to send, and the point you are trying to accomplish by doing this. Cheers -Midnight

Hi roberto.surdich​, Almost all of the documented API from 12.2.0 works all the way up to 12.5.2, I can confirm that uploading attachments through the API should work on 12.5.0 as mine is working as intended on the latest release. * You mention trying a workaround from that thread, is that with Postman or cURL? (I'm led to…

I believe this is a bug with 12.5, discuss with SolarWinds Support for further information and possible fixes.

Hi garciann​, Most users that actively use asset management within Web Help Desk will have custom fields with some form of synchronisation or import of data with an asset management tool. -Midnight

Hello, The reason why you cannot find it is because the Due Date is a calculation between data rather than data stored in the database. The data is calculated from the ticket creation date (Open Date), the SLA specified within the Priority Type, and also some form of timer so if the ticket is put on hold for any reason, it…

Hi gelford​, Time-based reporting is possible, however to extend that based on each asset would either require an Advanced Search leading into exporting of a CSV for a custom report. At this moment in time I'd recommend SQL as the most optimal route for the information you are looking for. -Midnight

If you are simply wanting the Status to not change or to change to something else, you can go and configure this as follows: