fluffy_midnight · Random Radiated Helper · ✭✭✭✭✭

Hi gie​, You would do one of the following: * Delete the current database and start the help desk from scratch * Clear all data within the primary Job_Ticket table located in the database The first is a long winded process that requires setting up most features that you've configured again. The second is short and sweet,…

This is not possible. If you do a bulk change you'd have to manually go into each ticket to alter the name per note.

Hi 123kateb​, When did you upgrade to 12.5.2 from 12.5.1, I would presume it was some time ago? Do you have an auto-restart configured for the help desk? It sounds as though the daemon process has stopped or a different process is preventing the auto-closure from working appropriately. The original bug was resolved as part…

It is not possible to lock a ticket to the assigned technician. You can lock the ticket when a technician is viewing/editing the ticket, but technician assignment cannot be used for limiting access. If you wanted technicians to only view/edit tickets they have or that haven't been assigned, you would limit their…

Hello, The closest and only way to do automatic ticket closures is by using a status that has the automatic ticket closure after a set period of time. Set it to the status and if there's no update after the amount of time you've set, it will automatically close. This will take working business hours into account so it's…

The mobile app is being updated for 64-bit with access to the latest iOS, this is currently being approved by Apple where we'll see this in the app store soon. You know how these things are, if something's missed or is overlooked then it will have to be added before it's permitted. It's a 50/50 process between Apple and…

Hi chrislee1107@gmail.com​, I'd recommend the SQL/PowerShell route, trying to accomplish this from the front-end or via the API is a nightmare. I used to do a weekly report for this kind of data, unfortunately I no longer have the code but it is definitely possible to do. -Midnight

Hi grayruss​, As previous comments have mentioned, the Look & Feel logo configuration only applies to front facing interfaces such as the login screen and client interface. I see no reason why you cannot customise the help desk logo directly within the server files, however this an unsupported change and you should note…

Here's a guide to customising the language: Customize the Web Help Desk GUI language and labels - SolarWinds Worldwide, LLC. Help and Support From there, note that Java requires properties files to be in Latin-1 or escaped Unicode format, in which Unicode characters are represented by Unicode escape sequences. You can use…

Did you manage to resolve the issue with the article previously provided?

As Chris has requested, please provide a screenshots for the following: * The issue in IE11 (including the greyed out areas) * How this should look in another browser * The configuration of the Request Type that is being selected (requires Admin access) Cheers -Midnight

Hi gcano​, Ticket History is not a valid ticket filter, hence it isn't available in the Column Sets. I don't believe this will be implemented in the future, however I would still recommend raising this as a feature request if it is of interest to you. -Midnight

Hello, If you treat the maintenance check as the expiry, you can get these to alert with the Asset options.

Hi markhogb​, It's a bit unclear as to what you are wanting to achieve here, can you please provide a bit more detail or provide screenshots that display what the issue is? -Midnight

Hi eubanksae​, Agreeing and adding to Bshopp's reply, you can achieve the above by doing one of the following: * SQL query data dump * Ticket Search, data export in CSV/TSV to use in Excel * Create a small integration piece to pull data out via RESTful API * Completely code a dashboard from scratch to pull the data from…

Hi phani​, I would say no, it's not possible with just a SAM template (unless someone else can recommend such ). Just so you have the information, here's the SAM Template Reference​ guide. I've accomplished what you're asking by using PowerShell, it's set to automatically run whenever the folder I want monitored to send an…

Hi eber123​, As the client has the potential to create or reply to tickets via email rather than from the client, it seems like this would be an unsuitable implementation. Their IP's can and have been stored in the help desk database, however this information is rarely used and isn't overly reliable. I have previously…

Do you have a limitation set within the Max Search Results setting?

I think you're thinking of the DameWare Mobile setup which is on DameWare Remote Support. You can remote from Android or iOS devices to Windows PC's, it doesn't seem to be vice versa (unless someone wishes to direct us to how this is done).

HI erichenriksson​, Your access path is fine, and as you can access the location appropriately we can presume this is working as expected. The error notifying you that a folder with that name already exists is true, it's just inaccessible as you cannot see or locate the folder. The usual cause for this kind of behaviour is…

Hi jtwis​, If some users are working and others are not, that would suggest that something is wrong with the configuration you have done rather than general login to the help desk. If we wanted to confirm this, we would simply stop the AD connection via PKI and try the general login. If you go to Clients and do an Advanced…

Hi Stephan, You can do this by adding this line of code to all your templates and email configuration, although you may not have much choice on whether it's at the bottom or top of the email. <img src=http://YOUR URL HERE.png>

Hi stoopid it​, * You can certainly do this, do you have a timeframe or time period you'll be able to have the help desk down for? * Will you still have access to your current server, or will this be gone by the time you'll be migrating to the new server? * Have you considered having your help desk on a different server…

Conversing with SolarWinds, the iOS app is in progress to be updated for 64-bit as the original was 32-bit and very outdated. The initial release will be on par to the current iOS app for functionality, however as time goes on it will apparently have additional features and improvements to come. For the time being, use a…

That article you linked is for versions prior to 12, these special characters should now work with no issue.

The General Data Protection Regulation (GDPR) applies to companies that manage personal data, not to software products or services. This means that Web Help Desk does not require any GDPR compliance as any database withheld is maintained and managed by yourselves. If the database is managed by a third-party company that…

Hi jkist​, If you have put them as a CC and the option is still enabled to go out to them, the update from the client should go to them too. If you want to confirm the cause you can check the Ticket History; it is highly likely that you will see the email went out from the client just after they updated the ticket, which…

Hi lneibauer​, I can confirm that a Let's Encrypt certificate will work with Serv-U, however you would usually run through some OpenSSL or some other tool to generate a private key and self-signed certificate for your local server. Luckily for you, you can use the certificate tool within Serv-U to create a self-signed…

Hello, This is not currently possible without programming it yourself using the API, here's the guide: Web Help Desk REST API Guide Personally I've not heard anything about this being implemented however it is worth submitting this as a feature request.

1. Remove the client account from the tech account. 2. Disable the tech account. 3. Change the username of the tech account so there's no accidental input connection when the AD sync occurs. 4. Make sure the client account is still active. 5. Re-sync AD and check if there is still one client account. (if there are…