fluffy_midnight · Random Radiated Helper · ✭✭✭✭✭

This is not possible, if the representative needs to deny the request so that they can get additional information, they need to request it rather than denying it. If you deny the request, you cannot undo the denial choice and therefore you cannot undo the denial once it is made so a new ticket will be required before…

Hi timmeers​, There're many things to take into account when trying to fix performance issues with Web Help Desk, I've noted some questions below for you to consider and get back to me with. * Is your database on the same server has Web Help Desk? * What database type are you using? * What help desk version are you on? *…

I've worked with Web Help Desk for quite some time, with an uncountable number of instances and scenarios that could make you as happy as a sunny day or as dreaded as a space Kraken ripping the planet apart. The number of users has always varied, from simple instances going between a couple of users held up by a single…

Hi crannow​, It certainly is possible, however you may encounter a bit of tinkering to be required to get it working appropriately so daemons don't conflict with each other. I would recommend checking out this guide as it walks you through everything that's required from different Operating Systems: Set up multiple…

If you didn't already know, the 12.5.1 (the latest release) officially supports Office365! Release Notes for the update are found here: SolarWinds WHD 12.5.1 Release Notes - SolarWinds Worldwide, LLC. Help and Support Doesn't seem to have any changes to the upgrade procedure too!

This is typical and is one of the reasons why people separate the database onto another server. You could always consider a different database type, however even if they don't have numerous instances, they will still require equivalent performance. As you have numerous applications using this database type, I'd recommend…

There's no generic reporting for clients at the time being, many users are wanting this functionality and SolarWinds have picked up on this, they are currently working on this for one of the upcoming releases which will add this functionality to the Technician UI. At the time being this is not possible to get out of the…

Hi jennjoe4​, If you still can't get this to work and you have the mail servers with the correct addresses as per justin's screenshots, please can you provide screenshots of your configuration (personal details blanked out). As this is Virtual Appliance, have you got the appropriate ports open to connect to and from Gmail?…

The release will be updating it to 64-bit with support for the latest iOS, unfortunately no hints or details revealed about any new features or a release date. -Fluffy Midnight

Hi xamza​, Try running the installer package as Administrator using the 'Run As Administrator' option when you right-click the installer Try redownloading the installer and trying again, it's possible the installer package failed downloading properly somewhere If issue persists, try reinstalling the .NET Frameworks you…

Hi vinod88​, I presume you're on a Windows machine with the type of error box you have open there. Can you check the Windows Services and check whether 'SolarWinds SFTP' or 'Serv-U' is running. If not, you'll need to locate what is preventing the service from running. -Midnight

Hi mwittkopp​, It isn't possible to add extra fields in the client asset search without altering the code directly, this is not recommended and the amount of effort required to keep it up-to-date every update you apply is not worth the effort and hassle that you'll go through. -Midnight

Hi bshopp​, I think you meant the 12.7.1 RC build is available rather than is not available. As for feedback, seems numerous CSS bits aren't working as expected in all browsers, though I think this has already been raised as per 12.7.1 RC 1 Feedback​. -Midnight

Hi criswebo​​, Sounds like you need to apply the new license key, you should find this by logging into the customer portal and going to the licensing page. If the license doesn't fix the message issue, contact support. -Midnight

Hi gelford​, There is no reporting feature within Web Help Desk for this, however you could use the Advanced Search to get the type of tickets you are looking to report on, then export the CSV with the column that holds whether it's a parent/child ticket. This would at least allow you to do custom reporting. Otherwise,…

Hi csssmith​, Have you successfully remoted into these machines before? If so, have you recently updated DameWare? This issue could occur for numerous reasons, such as an old Operating System on the target machine, insufficient resources, slow connection speeds, incompatible versions, etc... Firstly, try connecting to the…

Hello, You've already disassociated the client account from the technician account by unlinking them, however if the login Username/Email is the same in both accounts it'll prioritise the technician. You should rename the tech account login and email details to something else so it doesn't go for the technician when…

Hi Ben, This is not possible to do, however you could potentially get this information by running a query on the database based on the date the ticket status' changed to Open or Pending on and before July 1st. Depending how far back your data goes back and how many tickets you deal with on a daily basis, you may want to…

Hi telston​, Your first question; to customise the client history tab would require embedding custom code which is not supported if you run into any issues (though developers may try to assist in diagnosing), it isn't recommended, and it's more fiddly than it's worth (it requires adding and updating every time you migrate,…

Hi rickstevens​, Action Rules are ticket-specific, unfortunately there are no asset-specific rules and it isn't possible to achieve what you are wanting within the software. You can however, go down the route of using Powershell or running automated database queries that run when items are updated from the database side,…

Hi zhangwei8607​, A lot of email issues can be found within the incoming and outgoing E-Mail History, I would recommend reviewing this first. Usually the issue is caused when an email doesn't match a user in the system, you should check your configuration settings to determine whether any of the settings are preventing the…

Hi jennjoe4​, This could be caused by numerous bits, let's see if we can fix this. Firstly, when the user logs in, check if there's a blue man in the top-right corner of the browser window, it should look something like this: If they have this symbol then they are a technician (tech) as this button will allow them to…