fluffy_midnight · Random Radiated Helper · ✭✭✭✭✭

Hi Devin, Definitely sounds like Action Rules (Setup > Processes > Action Rules) - Midnight

Hi Chibs, It is probably best to walk you through in steps. Restart your help desk, go to Setup > E-Mail > Incoming Mail Accounts, select the account in question, make sure it is still authenticating and showing up green. If it is red, diagnose the issue. If it is green, go to the 'E-Mail History' tab and check any errors…

Hi Osiris, Do you get this issue with the TSV or CSV templates? What version of Web Help Desk are you running? - Midnight

Hi Ileffingwell, There is not a way to make the boolean an OR statement at this moment in time, so this is not currently possible. I'd recommend raising a feature request: thwack.solarwinds.com/.../feature-requests Regards - Midnight

Hi Zoe, Generally these tickets can be classed as the same type of origin, as these are defined by: * Portal:- a ticket logged via the User Portal (example; end user logs ticket via the portal) * Web:- a ticket logged via the web interface that is not part of the Portal (example; technician logs ticket via the technician…

Hi Jdmartel, Can you get a full screenshot of the form, and screenshots of your Custom Field and Request Type configuration to confirm whether it is configured correctly? Some points to check: * What happens if you create a new custom field with the same configuration, does it work properly? * Does this occur in all…

Hi Austin, You can accomplish this by adding some custom CSS to the existing 'whdStyles.css' file located in <WHDlocation>\bin\webapps\helpdesk\css This change is not supported, will require a restart of your help desk to apply, and will be overwritten if you upgrade your help desk at any point. This being said, you…

Hello, They are expecting to support and update some more modern Operating Systems in some of the upcoming releases, however as Pabely has mentioned - they are slow with this at the moment. Regards Midnight

Hello Christine, This is 100% possible, and you are correct to assume that SolarWinds will tell you it is out of their scope/support. You can connect Web Help Desk with PowerApps by setting up an API server, configuring a custom connector, and send/receive the API commands to run back and forth based on the form you have…

Hi straybullet​, I would recommend getting PowerPivot in place for Excel, this will allow you to create pivot tables and live data connections from specified databases. This way your process would be to create a connection to the Excel spreadsheet you want to centralise the data to, then set up PowerPivot and link it to…

Hi jtwis​, This was submitted to the 'Web Help Desk' area rather than any Orion-related product. The configuration of AD within the Orion platform should allow you to determine which OU's are synced so you can prevent users from different groups from accessing the platform. I would recommend reviewing this configuration.…

Hi straybullet​, Is there any reason why you don't do a Powershell command to get the data from PostgreSQL into an Excel spreadsheet, and then use PowerBI to visualise that data from that spreadsheet that was generated? This can be done and would work efficiently if you know the exact data that you are wanting to display.…

Exactly, an Action Rule wouldn't trigger the email to be sent, it'd only add the information you require to the ticket. You can make an Action Rule send a custom email but the layout and information displayed isn't detailed like the ticket.

Hi justin.gray@weldre4.k12.co.us​, The issue is because the tags that were put into the template were incorrect, to format text size you should use [size=value] (replace value with numeric value of text size) and close it off with the [/size] tag. These use the BB-Code language and are then translated to HTML once pushed…

Does anything appear in the logs whilst it's set to Debug mode? Generally, a login attempt via the app displays something in the logs.

Can you provide a screenshot of the configuration you have in place for the Discovery Connection?

Hi jtwis​, The Web Help Desk application isn't part of Orion, which application are you on about when you cannot sync the user from AD? Are you able to provide screenshots of what you can see? -Midnight

Unless other people know how and want to speak up, to my knowledge there isn't a way to do this.

No problem at all.

I believe this requires a Feature Request.

Hi jholzhey_bu​, You could technically email to/from WHD and Salesforce, but beware of formatting issues and possible email looping if doing this. This isn't to say integration with Salesforce isn't possible, it certainly is and I've done so in the past (no longer have the code and if I did it wouldn't be functional…

Hi jennjoe4​, You don't have STARTTLS enabled, however as we now have the incoming mail working, I'd recommend changing the outgoing back to SSL with port 465 to see if that now works. It's quick and easy to change the port/ssl rather than enabling STARTTLS, however if it doesn't work then the next step would be reverting…

Some very interesting information! Could you add that to the roadmap post?: What We're Working On - Serv-U FTP Server, Serv-U MFT Server & FTP Voyager - Updated June 26, 2019

Hi calc2014​, I can confirm that versions prior to and equal to 15.1.7 do not have this feature. (15.1.7 simply comprised of fixes, and hotfixes of previous versions. If you're having the same issue, contact support and see if they have any recommendations. -Midnight

He's on about sending the email via the Action Rule rather than having to send it himself. As he's explained, he can add the email into the CC or BCC field accordingly with the Action Rule but then it won't send an updated email as it's the system updating the ticket.

No problem, good luck and have a wonderful rest of your day.

Hi comtcjm​, Removing tasks from deleted tickets can only be done by severing that connection within the database, if you are wanting to remove the task from the deleted ticket because of this outstanding bug, I wouldn't recommend the hassle you have to go through. -Midnight

And yes, you can separate tasks, request types and all sorts using the Tech Groups, but to allow someone to alter the Tech Group itself would require admin privileges.

Is it that it's not changing automatically after you set the sub-category, or when you change it manually after setting the category? If you are wanting it to be automatic, this is not how the system works. When the ticket is assigned a priority it'll keep that until reassigned accordingly or any rules or triggers cause it…

Correct, there's no configuration of the Technician Interface. The Look & Feel is specific to the Client and Login screen. If you had access to the back-end, you'd be able to configure the Technician interface, but as you're hosted by N-Able I presume this is not a valid option for you.