fluffy_midnight · Random Radiated Helper · ✭✭✭✭✭

Hi cchambers=cap​, The hidden note updating the ticket and SLA time for quite some time, in fact I'm quite sure that this was before SolarWinds took over. Did you upgrade from a version earlier than 11? If so, you would typically notice this change. As for the alert levels being hard-coded, that's because this feature was…

Hi anujkumar11​, What percentages are you looking to monitor? This makes me think this would be an Orion query rather than Web Help Desk, is that the case? -Midnight

Hi zam.otaimer​, The issue you are facing is because when a login occurs, it matches the user from AD to a folder within the Serv-U directory. You need to either configure a folder for the user, or create an event driven automation that creates the folder with appropriate permissions for a user that logs in. -Midnight

Hi rayd​, What version of Web Help Desk and JVM are you running? You should be able to locate both of these within Setup > General > System Information -Midnight

Hi markhogb​, You can achieve this by using an Action Rule that looks for when a ticket is assigned a specific request type and the status isn't one of a closed nature. From there you can then set the rule to auto-assign the request and/or email the tech group with specific details that you set in the email alert. You can…

Hi pczen​, Doing this via the database would be your easiest and best option unless your username/password actually is incorrect, this works for any version of Web Help Desk and isn't limited to either full or trial version. Note that SQL Server Manager Studio is paid and should be used for Microsoft SQL, what database…

Hi yikes123​, If you have new tickets that can be created when sending emails, you can use subject-specific replies to update tickets from emails too. For example, you could create a new ticket by submitting an email with the subject 'Access Intranet' to help@yourhelpdesk.here, this will create a new ticket with that…

Hi kjstech​, This error message is coming up because you have keyboard translation enabled. You should be able to go into the Properties > Remote Options tab > enable the Disable Keyboard Translation > click Okay to save the setting. -Midnight

Hi andrewbsd​, You are correct in presuming that the outgoing mail account is based on the default that you set. Personally I have never found a way around this as you cannot have numerous default emails, you cannot set a specific outgoing mail account to a request type, and you cannot use an action rule to send an email…

Hi leeii15​, Another way to do this is via 'Action Rules' in the setup, you can set the action to assign to tech group or specific technicians depending on the criteria you specify. -Midnight

Hello, Do you have Locations/Location Groups set up? If so, are the technicians in question assigned to the corresponding groups for visibility?

Hi calvincheng​, It depends which email functionality you're pulling through... If you're doing it via an Action Rule then it's entirely possible to add custom field information to the email subject, however it's not entirely possible to pull it into the ticket info... By default the custom fields you can add are given an…

Hello, Sounds like you need to map the appropriate field from the discovery, if you go to the asset discovery connection you should see another tab for Attribute Mapping, edit this and map the attribute to the corresponding field. -Midnight

Hoping for a full version release, nice to at least see some tweaks and fixes though. No issues yet, though that just means they're yet to be found!

Hi jrose​, There are categories for Clients known as Company, Department, and Location. These aren't the same type of categories like Tech Groups, but the clients have no reason to need some sort of 'Client Group', what are you aiming to achieve by grouping the clients? -Midnight

Hi Thomas linux4guru​, This has happened to me in the past, in my scenario it was caused by the connection being dropped numerous times during the process and Serv-U thought it was some sort of attack which resulted in a blocked IP. Unfortunately, I never got down to resolving the issue as we were changing the way our…

It does work, but it's unsupported as it has not been fully tested. I've not had issues with it at the time being but until SolarWinds say it's good there's no certainty that you won't run into an issue.

Hi mary_hensley, There are numerous parts to take into consideration to get tickets to show up within Group Tickets. If it's urgent and you need an overview right this instant, use the Search Tickets feature for all the tickets not closed, cancelled, denied or resolved. For a long term solution, here's some guidance as to…

Hi adamc​, I'd recommend trying a JDBC driver that is between v8 and v5, here's a link to a list of archived versions where some of the version 6 J connector's are available for download: J Connector (Archived Versions)​ Try this first and if none of them are working and you're getting no where we can work from there.…

kparker​, It's very likely that you don't have the prompt enabled to email the client on ticket resolution. Make sure the 'Prompt Client to Confirm Ticket Resolution' is enabled within the Status Type of Resolved, here's a screenshot of the setting you're looking for: If this is enabled already, whoever is resolving the…

Hi dcachia​, I believe this is the exact same issue that came up when 12.5 came out, the issue is related to the connection timeout that occurs when the Office 365 relay switches from one host to another. Here's a thread that david@unipresssoftware.com​ raised, and continued to discuss between the community and directly…

Hi wcmanes​, Whilst Firefox ESR 60 is officially available, it doesn't exactly support legacy add-ons and run within Windows XP or Windows Vista, unlike Firefox 52 ESR. I do think it's relevant asking when this will be looked into and implemented, but I don't expect this to be an urgent change... I'd link the product…

Hello, You cannot add custom categories to the Reports within Web Help Desk. I recommend contacting your DBA to get the specific information you require.

Dynamic approvers aren't possible.unless you were to manually change the approver for every time it needs to change. The closest you can get to this would be to manually change the approver every time it needs to change, not very dynamic though... I'd recommend adding details and voting for this Feature Request:

Hi aselez​, You cannot disable the idle timeout for selected users or specific groups due to why this issue is occurring, however you should be able to do this at a global level by changing registry configuration. Here's an article that has helped explain what causes the issue and how to do what you are aiming to achieve:…

This would be your backup procedure which you should have in place as a disaster recovery plan. There's no set way to do this, although I much prefer the VM route to doing this as it allows you to create restore points so you can select which restore you want and apply it onto the VM.

Can you provide screenshots of your Approval Process configuration and a new test ticket that has the issue?

I would recommend checking the asset to confirm that it is in fact linked to the discovery connection you are mentioning. I presume you are using the WHD Discovery Engine (WMI) as the tool, is this correct?

Hi acoombs2015​, Asking how to create custom report for data is very very broad, you need to be more specific like what sort of data you are aiming to get, what you're trying to achieve, etc... However, as you have mentioned having found the Audit Policies and Best Practices for LEM​ then you should understand what is…

Hi oscar89​, This is not possible at this moment in time, you can however, inject some JavaScript upon a new request form so it autoselects but this is not a supported change. -Midnight