fluffy_midnight · Random Radiated Helper · ✭✭✭✭✭

Backups and restores assist and usually resolve any immediate pressure you have when you've got a system down caused by an upgrade. Do you have anything you can restore from before the upgrade?

An Action Rule won't trigger an email to be sent, it will allow you to modify bits of tickets. You can set an Action Rule to send an email but it won't be as detailed as you seem to be wanting.

The default for 12.5.1 and later using Classic CSS shows like so: If it does not display this way then there is an issue back-end and I would recommend doing a repair by running the help desk installer. (make sure to take a backup beforehand) If you do see the same as above with the Classic view then upload your custom CSS…

Hi chadschu763​, If you want technicians to be able to view the groups then you can use the Tech Permission 'View Techs & Groups'. If you are wanting them to be able to manage and configure it, they will need Admin privileges rather than limited tech permissions... The way licensing works doesn't matter if they're a…

This is one of the reasons to redevelop the platform from Java Web Apps to Spring, this is basically a long term change which won't be as fast as a hotfix. The issue has been outstanding for many versions, I'm sure that when the application has been reconfigured to use Spring then the issue will be resolved going…

Hi jaymanuel​, Multiple tickets shouldn't have any issues unless you have emoji's within a request. Otherwise, all should be okay just like your first initial import that worked. -Midnight

Hi josh31​, The TLSv1.2 for DameWare was actually delayed, however I'm sure that they are doing their best to get this sorted in a timely manner without causing issues when they make the release. If you are frustrated or need an update on the situation, I would recommend getting in touch with support directly. -Midnight

Sounds good and it's certainly one way to go about it! Let me know if anything else pops up.

Correct, if you don't then you have no designated folder for the second instance. The idea is to have however many instances of Web Help Desk and their corresponding databases and daemons so you can accomplish this.

If you don't have the option for either TSV, CSV or Excel then something is definitely wrong. These options are available on the Import page, see the following screenshot if you're unsure. If you download the template after selecting a different file type, the download will correspond to the one selected.

Hi jennjoe4​, For the outgoing mail, can you disable SSL and use port 587? - this is the TLS port. If it is still failing after this, can you check if you have IMAP enabled within gmail. As Gmail is responding with the authentication failed message I would presume the cause wouldn't be the Virtual Appliance, however it's…

Hi oscar89​ and mark.dangelo​, You can change the CSS and files directly within the installation folder, however this is not a supported change as you're directly changing these files. This shouldn't violate terms, however you should note that if you plan to upgrade versions then you'll usually have to make these changes…

SQL 2014 is supported and the link you've provided says that too...

That's correct, there's no schedule to execute a job to modify tickets on a scheduled basis.a second way you can do an auto-close after 3 months is to set the Status Type to auto-close the ticket after 3 months instead of an Action Rule, both work in the same sort of way. kellytice's way of doing this works but is a manual…

To add to this, here's an example: The initial 'Not Assigned' alert will occur to all technicians in the Tech Group the ticket is assigned to. You would only need to configure an Action Rule for tickets that may come in without a Tech Group (Request Types that don't automatically select Tech Group) or the other alerts if…

I forgot to mention, if you set the Max Search Results to a blank value, it'll display all items without an item limit.

Hi 123kateb​, Unfortunately I have no idea why this has occurred as I have successfully completed numerous upgrades without having to change anything within the databases (MySQL, MS SQL and PostgreSQL), however I have gone through a couple of instances and it does seem like it has changed to lowercase! I would certainly…

Hi onetinnc​, The integration between Web Help Desk (WHD) and Network Performance Monitor (NPM) has always lacked documentation and explanation behind how to implement and use them. The linking and implementation to get the appropriate alerts and automatic ticket creation is as simple as linking them up through the…

The only way to do this would be to add that line of code into the original templates which are in the database and Web Help Desk folder. I've not been successful in implementing this yet but if I figure it out I'll let you know. For the time being, I think the Footer is the only viable way since if you upgrade, this won't…

Note that this is my interpretation and may vary across the board, I would still recommend raising a support case with SolarWinds to review what you have requested here.

To elaborate on this, create two action rules via Setup > Processes > Action Rules. Set the rule to trigger only when the criteria didn't match before the ticket was updated. Set the Criteria to have the conditions you are looking for; in this case the Ticket Type as Incident on one Action Rule, and Problem in the second…

It's currently not possible to use a drag-and-drop feature, I know embedded images, copy-paste and drag-and-drop images are meant to be incoming but I have no idea whether this will include attachments too. I guess we'll see!

I have completed the test successfully without any issue. Note that this was tested with a dummy database and the instance will unlikely be identical to yours. Please take appropriate backups and consider doing this out of working hours if the instance is live. -Midnight

Hi adamc​, You need to modify the key constraint so it can take the appropriate value, take a look at the one in PostgreSQL and then set SQL's to the same one and try again. Each error you've provided so far are related to the configuration of the database you are migrating to rather than from PostgreSQL. Take a slightly…

Do you have Locations or other Tech Groups that your account doesn't have access to?

It's not possible to do this, if a member denies it'll simply deny the request altogether.

That would be caused by browser cache, this will override a password that you put into the credentials when you go to save them. Unfortunately that's not quite the issue here as we have managed to get Incoming and Outgoing connections to parse through. -Midnight

Agreed, you've got my vote.

Hi @"DanielMarsh11" , To confirm if the LDAP connection is the issue, simply disable your LDAP Sync for however long you'd usually find the deleted items coming back, if the items come back then it's not the LDAP connection. If it is, and you don't want the rooms and locations, fix/remove them from the LDAP's source.…

Hi @"rickstevens" , There isn't a simple way to achieve what you're looking for, especially within the help desk itself. I've achieved this by doing custom reports on the database, however this impacts performance so should be done out of hours, it's a slow tedious process until you know where everything is located within…