Comments
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Hi jsmith000, As jrouviere has very nicely explained in an simple yet understanding way, this is typically managed from the nodes due to the way LEM listens to the connection rather than polling it. You may want to consider how you determine what should be synced, then base the way to connect and sync that node in, or…
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I see, this is definitely a bug of 12.5.2. I proceeded to recreate this in other versions but it doesn't occur so it's not like it's been there for long. Individually creating support tickets for this bug should assist in moving this forward on top of this thread.
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Depends on the amount of data to import (don't separate the data, it's faster to do it all in bulk rather than parts), and the amount of activity on the help desk which will affect performance unless there's sufficient memory/RAM allocated to Web Help Desk. Personally I've done some client imports with over tens of…
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No idea, unfortunately, they don't usually specify release dates so we're left wondering when it will be... Fingers crossed it'll be this week, but no telling when it will be.
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Hi byrona, If an email has already been processed it displays details of what has been processed within the History section, I presume what has been processed is the same as what you had submitted in the first place? It would be good to double-check this if you haven't already. If you could provide further details: *…
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The detail you get for a report wouldn't usually capture Ticket History or Ticket Notes. If you needed this information you would need to check the database that retains this information. Unfortunately I'm unable to direct you to the corresponding columns or tables that reference this identifier, if you have a DBA maybe…
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From discussing with them there should be, but whether this is actually resolved when the release is out who knows... Obviously no release date as of yet..
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Very interesting, I've never come across this issue and it works perfectly fine for the many instances I have managed. The code underlining the way exports and refreshes should be simple enough to fix, if you have any information you can provide regarding how I could recreate this issue, I'd be more than happy to try and…
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Hi jados, You can enable Debug mode by following this guide: CatTools - Debug Mode. -Midnight
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Hi calvincheng, This would require quite a bit of custom reconfiguration to get working as expected, I wouldn't recommend doing it, however nonetheless it is possible to do. Due to the amount of changes required and the decent probability of breaking something if a mistake is made, I'll have to leave this to your own…
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Hi calvincheng, You don't replace the custom ID number in the custom labels, you use this ID directly in any templates you are using. The custom labels will not remove the ticket number from the email, this is used to rename sections, not change the way a feature works. To remove the ticket number from the email template…
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Hi leeii15, The Action Rule sounds like it has been set up correctly, how have you configured the Tech Group that you have selected? Can you provide screenshot/s of the configuration (any personal/identifiable details hidden)? -Midnight
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If you change the colour back and forth a few times, do you find this issue occurs again and again? If so, I recommend contacting support for assistance. If not, it might have been a one-off accident that just so happened to be at the time the colour changed.
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Hello, Changing the default view to what you're looking for isn't possible. You can achieve what you'd like via a Advanced Search and saving the search with a Query, as you already know. The two main views are My Tickets, which displays just the tickets assigned to you as a technician, the other is Group Tickets which…
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Hi jrose, Apart from an overview of who is in what group, I cannot see why you would want to group them in this way. I can confirm that it isn't possible to assign clients to a particular group and then assign them to certain assets. However, you can link clients directly with assets without the group, following this…
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Hi rayd, It sounds like an issue with the configuration of the help desk mail configuration or the mail server, but as it's O365 I would suspect the mail server to be correct... Can you provide screenshots of your mail config (obviously with personal information cut out)? -Midnight
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Hi cs99772, Has this ever worked for you on this instance? It seems to be unique to your instance so I'd recommend contacting SolarWinds directly to investigate and resolve the issue. If you want to proceed with testing further here, we can create a Thwack account, get it approved and test it on both sides to confirm…
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Hi adamc, If you're migrating from MySQL to PostgreSQL then I'd recommend checking out their wiki: Converting Databases to PostgreSQL Additionally, try to raise this with a DBA or get a database conversion tool. I wish you the best of luck! -Midnight
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If the asset has been discovered via the asset discovery you're questioning, then it will say this within the Asset Info whether it was discovered or manually created, etc...
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Hi jtwis, Check within the Advanced Search, here's a screenshot of the thing you're looking for: Note that the configuration may have a different name to 'Clients', such as "Users" that you've mentioned. You can search on the AD connection that you have, then locate whether the users having login issues are in the list or…
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There is some sort of limit to the amount of criteria lines you can have in an Action Rule, simply meaning that you'll require numerous Action Rules to fulfil your possible 497 words.
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Yes, which allows you to connect your Android or iOS devices to computers.
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Copy-pasting graphics into Web Help Desk is not currently a feature, this is something that is being worked on by the SolarWinds Development Team. The feature to have images show in an FAQ is possible as per the replies above but it seems this is not what you are looking for.
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Are you using any form of Enterprise Mode within Internet Explorer? Can you also confirm the exact version of WHD you are running?
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It shouldn't have any issues with connecting, does it come up with any specific message when it fails? What happens when you connect with a different user?
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Hello, Can you provide screenshots with highlighted areas as to which settings are affected? What's the earliest installed version of Web Help Desk within this server? -Midnight
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stoopid it, You are correct to presume SolarWinds phone support won't be available on the weekend unless you're lucky. You could log a call and hope to arrange something with one of the team if this is necessary. You shouldn't rely on support to assist with upgrades, to revert back to the version you were on you'll need a…
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Raise a ticket with SolarWinds Support, they are the best people to inform you of the exact security put into the software.
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If all you're looking to do is change the outside view of Web Help Desk, this can be achieved in the Look & Feel. What I mean by outside view is for the Login and Client Interface. If this is the case, you will need to do customisation of CSS over the whole section and not just that one bit. Start by referencing where the…
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So you are looking to auto-assign tickets that are created by the technician, is that correct? This would only be an issue when a Request Type doesn't have a Tech Group as there isn't a pool of technicians that are auto-assigned to tickets that aren't in a Tech Group. If you need auto-assignment on tickets without a Tech…
