fluffy_midnight · Random Radiated Helper · ✭✭✭✭✭

Hi @"[Deleted User]" , Unticking the license can be done within Setup > General > License, then un-tick the user you want to set as inactive to gain another license, then add the technician you want to temporarily use the license for. Once the other technician is back you can simply go to the same page and un-tick the…

Thanks Milan, completely forgot that's there! It's nice to have a reminder that there is the original CSS still there ticking away in the background even if you change the Custom CSS.

You can change the look with some custom CSS, if you don't have CSS knowledge then use the custom one provided in this thread. You can edit the CSS by switching to the Custom setting from Classic. Once done, you can paste the code into the box, click the Update button at the bottom, then see the change happen below!

Hi Milan, Feature Request for this custom CSS, I've edited it to be a horrid green as follows: Please can you add CSS to edit the colour of all the White bits to other colours, this is because if you set the backing to White these sections are no longer visible and white would suite some company logo's. This is the same…

Hi Mark, You can do this simply by using the colour configuration buttons that come up when you enter the CSS. Just click the colour and select what you want in the palette that pops up.

Are we expecting any new updates for Mobile Admin or has this reached a halting point where it'll lead to end-of-life?

I presume this update is just like the Web Help Desk mobile update, where it's getting updated to 64-bit as the Appstore is dropping 32-bit. Will there be any new functionality or will it be like-for-like?

Customer Portal, under the product downloads for any product licenses you have.

He's still around, I would recommend waiting to see the next proper release as this should be something to look forward to. Not hot-fixes or mini releases for some simple bug-fixes and such but rather functionality.

MBussy is no longer the product manager of Web Help Desk, that's why you no longer see him replying to the majority of these.

Hi garciann​, The update removed LDAP/AD connection from Tech accounts, if the technician is linked to a client account that has the LDAP/AD connection then you can still use LDAP/AD. If you have upgraded to the latest version from a previous one, there was a procedure to go through before the upgrade so you weren't hit by…

It's not currently possible to embed images into tickets at this moment in time. I believe they are working to achieve this but there's no timeframe for implementation.

Hi gspino​, You can see what technicians are on the help desk by going to Setup > Techs > Techs and look for the coloured dots. There's no reporting functionality to see how long a technician is on the help desk, however there are ways of extracting this information from the database. -Midnight

If the Priority is changing after you've set it, check the Ticket History for further details, this should show reasoning as to why this is happening.

Hi dastubbs​, I am led to believe that if SQL Server 2016 is supported, then SQL Server 2008 R2 will be dropped. Please note that it doesn't mean that any version unspecified won't work with Web Help Desk, it just means they aren't tested or supported versions that the product currently uses. As usual, anything that is not…

Hi 123kateb​, It is difficult to diagnose the issue without seeing the tickets in question, are the two tickets that you refer to the same between each of these searches or do they display different ones? The searches that only include one ticket, are they displaying the same ticket or are these different tickets? What…

What is it that you are trying to achieve from adding this? It doesn't seem like you are adding these into the Dashboard within Web Help Desk, so if this was not a query about adding these into Web Help Desk, I would recommend raising this in the correct product forum to get the assistance you require.

Hi Chris (comtcjm​)​, TLS 1.0 is currently relied upon by the Web Help Desk RESTful API, you'll need to modify some bits to get this working appropriately, however I would definitely recommend raising a ticket with SolarWinds to get this working accordingly. Most of the help desk bits wouldn't be too bad, however I'd like…

Hi ericmn​, The reason why SolarWinds haven't "validated" SQL 2016 is because they will drop support for 2012. Many users and companies still use 2012 as a solid solution so it wouldn't be good if they dropped it so suddenly, though I do agree that 2 years is really enough time to start moving on this appropriately. I can…

Hi stewartmyles​, Grouping values within a custom field is not possible, however this sort of functionality is available using the Assets feature. Have you considered using assets in this way? -Midnight

Hi sincilbanks​, This is a bug which has existed in the product for a while, likely caused by how the software was created. There are many workarounds, such as refreshing the browser, clearing cache, or even using a different browser. This issue is most commonly found when you have more than one tab, window or browser…

Hi bveal@rbuesd.org​, The only way of doing this would be to change the code and program it to be in a different position. Even if you did accomplish this, it's not recommended and if you need to upgrade, reinstall or apply any hotfixes, they are more than likely to overwrite the code you created and you'll end up having…

Hi swapna.malipatil​, Unfortunately there is no feature to allow you to see what view is being accessed or used the most. It is unlikely that this will be added as views can be configured on a per-user basis, however if you are still wanting this then I would recommend raising this as a feature request. -Midnight

Hi ewilliams​, It is not possible to do this with the default reporting options, however you view the tickets that the report refers to and sort the data by the column of your choice. Sorting by Ascending ticket number sounds like what you require. -Midnight

The Look & Feel feature is only for the Login and Client User Interface. Making changes to the CSS won't affect the Technician Interface. The section that's been edited is managed by N-Able as they're your provider, I recommend speaking to them about this.

Hi bvondeylen​, You can, however this requires going into the database... You need to locate the two tickets you've merged and set the merged column value to 0, additionally you may have to change the ticket status and if you can't locate the merged ticket you'll need to undelete it by setting the deleted ticket column…

Hi phoenix311​, Have you tried playing with the clientStyles.css file within the help desk installation folder? You should be able to change the font-family and font-size that you are looking for here. -Midnight

Firstly, you can change the client email layout by changing this setting to Simple or re-ordering what information you want to display to them via the Detailed style. If you want to automatically enable the Client in the recipients section of a ticket, you will need to enable this within each level of each Tech Group you…

Hi jsmith000​, If you have Syslog nodes automatically being added to begin with then it will sync them back up as you are noticing here... This working as intended and I don't believe there's an option to prevent a specific node to not sync up as this has the potential to prevent other nodes that you want from being synced…

Hello, If you're using AD/LDAP, you can get it to synchronise on the Username rather than the Email, so as long as you aren't changing both of these you should be fine. As for clients that aren't syncing with AD/LDAP, you can export your clients from the Client view, and do an Import and selecting a corresponding base sync…