fluffy_midnight · Random Radiated Helper · ✭✭✭✭✭

Hi shannond1966​, The simple answer is no, not unless you want all FAQ's to be displayed when you select the first Request Type that you've mentioned they only have access to. What Justin has said would be appropriate in most scenarios, however if you have limited the Request Types the client can see, then these FAQ's that…

I believe this is currently being worked on to support the latest iOS as the original app was developed in 32-bit and the app store now requires all apps to be in 64-bit. Hopefully, we'll see something soon!

Hi mike232388​, You could schedule the scheduling wizard to be at a different time interval. Additionally you could force a patch by highlighting the patch you want to force, right-click and select a 'New Update List Template', save it as a template and proceed to right-click the workstation/s and choose 'Update…

Where are you having this issue, is this in a ticket search or tickets from a particular client? If this is in the My Tickets or Group Tickets then this could potentially be an issue with your instance as this works fine on the instances I've worked with on 12.5.2.

Hi bryang​, Could you provide the following details: * Some screenshots of the issue you have * What version of Web Help Desk are you on? * What type of database are you using? * Is the database on the same server as the help desk? I suspect this is an issue with your instance of WHD rather than overall. -Midnight

Hi yvans​, Did you manage to get this resolved? If not, have you managed to successfully get any external connection to/from Serv-U working? -Midnight

Hi brandonrivera01​, I'm currently on Serv-U 15.1.5 which uses diffie-hellman-group1-sha1 and/or diffie-hellman-group14-sha1. I suspect 15.1.6 is still the same, I'd recommend contacting support to see if they have a workaround or recommendation. -Midnight

Hi jmcsparin​, I have the same issue and I suspect that this is how it was originally intended as previous help desk versions seem to have the same issue. I'd recommend raising a ticket with support for confirmation and a workaround (if any) available for this. Additionally a feature request would be a good way if multiple…

Currently, there's no Incident counter for the tickets, so if you want to know how many you'll either count them manually or use an Advanced Search with criteria that they matches. Instead of using a Bulk Action to update the tickets, just update the Problem Ticket that's linked to all the Incidents. (unless they need to…

Hi briank105​, Unfortunately status types are not dynamic with request types, however this would be a beneficial feature and I would recommend raising this as a feature request​ and/or as a SolarWinds case. -Midnight

Need additional details to review and possibly assist, as Cyribus was saying if you could provide the version and any details that could be of help to determine where this is an issue, that would be great.

Hi gpayne​, There're numerous ways to do this, however a combination of Custom Fields is the easiest to accomplish. If your vendor's are static, you should consider using Action Rules to set CC's, Vendor Emails based on the Vendor field, and any additional information within the ticket can be set automatically if they have…

Hi dodster​, The most common reason why this occurs is caused by miss-configuration of the certificate or an import failure. I would recommend checking that the certificate that you created has definitely got a key length of 2048, and everything that you are seeing here matches the one you created. If it is correctly…

The APN certificate has been updated, the date within the portal is currently incorrect but is being updated.

Hi mark.dangelo​, Personally I would recommend sticking with 12.5.1.88 for the time being whilst things are ironed out from the rushed releases. Not to say that 12.6 and 12.7 are bad, they're certainly a move in the right direction, however they do have their fundamental bugs that need taking out for a live environment.…

Hi Byrona, Firstly, checking the email history to make sure it's the help desk causing the issue, I would recommend using Setup > Email > Incoming Email, then using the History tab and checking the processed email. You should additionally make sure HTML-based emails are enabled within your email client for the help desk…

Hi calvincheng​, Are you looking to add words or letters to ticket numbers? If so, I would definitely advise against trying to do this as it requires altering how the data works within the database. This could cause dire consequences in the future, especially when upgrading, resetting or applying a hotfix to your instance.…

Hello, You can see if a ticket was opened via email by the icon in the Ticket History. If the icon isn't there, it was created in the interface.

Hi dlumley​, Does the help desk send and receive email okay with the configuration you've applied? If not, you'll need to open up the ports to allow the connection through. As for accessing from other machines, you need to configure DNS settings, additionally you'll need to port forward to get through any firewall you…

Hi apape​, You would require an asset management/monitor software rather than the in-built asset discovery within Web Help Desk. Once done, you could then link up the tool with the help desk and sync the data; including RAM. -Midnight

Hi anla​ jellus​​ cmcavoy​, This is not possible at this moment in time, I would recommend raising this as a feature request as there's no workaround for this issue. -Midnight

Hi b3bt459​, If you don't have the Status display within 'Group Tickets' then it won't be an option here. I wouldn't recommend enabling closed tickets in the group listing though, however if you want this you can go into the configuration options of the status and enable it there. -Midnight

An Action Rule is the only way to achieve this, simply create a new action rule within Setup > Processes > Action Rules, click New and follow these screenshots: You can change the rule trigger to apply when a ticket is updated but this will override any ticket type change a technician may make so it's best to stick this to…

I don't believe there's a separate installer for 32-bit or 64-bit, simply install on specified machine and go from there. Supported versions to install on: * Windows Vista (I personally don't recommend installing on Vista) * Windows Server 2008 (including R2) * Windows 7 * Windows Server 2012 (including R2) * Windows 8 *…

Hi jaymanuel​, You should be able to set it to 0... For what reason are you trying to deactivate this account though? -Midnight

Hi sjohnson21​, Reports cannot be filtered by individual clients, however if you use the 'Advanced Search', you could export the data as TSV and apply an Excel filter to group them to the clients. Note that exporting data as TSV will export the base data plus any extra columns that you have put into your Column Sets before…

Hello, I think you'll find that shift-clicking the tick icon will select all items within the search criteria you've set. If you don't set any criteria and search for all assets, then shift-clicking the tick-box will allow you to export all of the items through TSV or Excel. Resolution Old Versions of Web Help Desk:…

Hi jaymanuel​, I've not come across the same issue, however I would recommend that you disable this Checklist Template and recreate it to find out whether this occurs the second time around. -Midnight

Hi slickrickjr​, This is not possible using the out of the box features, in fact this isn't even a default option in any way shape or form. This is however, possible if you use the RESTful API or putting some logic in place during the email receipt to format the email in a specific way. Note that if you do use either of…

Changing the background colour shouldn't delete or unlink an AD/LDAP account, did a sync happen with the AD server at the time you changed the client colour? If you unlink your AD/LDAP account it doesn't just delete the user so I don't believe it happened because of that.