fluffy_midnight · Random Radiated Helper · ✭✭✭✭✭

For those wanting to help vote for this, here's the link: https://thwack.solarwinds.com/ideas/9314

Is this still an issue? If so, go to the help desk installation folder and into the Conf folder, there should be a .whd.properties file, open this in a text editor and it should say whether it's the embedded database or not.

Is there any development going into implementing this version of DameWare with Web Help Desk? It's looking like a great way forward, however dropping such functionality is an unfortunate loss for us so we cannot change at this moment in time. -Midnight

You can do this the same way as other attachments, download the email and attach it to the ticket.

If you want emails to go to specific people in your company, create an Action Rule that emails the people you want to notify and have the criteria set to Task is '@taskname'. Here are a couple screenshots:

Hi byrona​, The deletion option within the help desk is a soft delete, in this scenario this means you cannot locate the company you have deleted without going into the back-end database. If you do this then you should find a company table (or something similar), locate the corresponding company name and find the ID…

I had the same issue after a Microsoft update about a month ago, I'd recommend checking whether this was caused by the same thing.

Hi warriore​, I can recreate the issue here, however looking further into the looping after a ticket is deleted will in fact continue to loop because it's a soft delete and continues checking that data even after removal. To resolve the loop would require breaking the merge connection in the database, deleting both…

If you have auto-assignment enabled, then raising a ticket via the API to the corresponding request type will auto-assign the tech as expected. As Justin has mentioned, you can assign the ticket tech creator using the 'assignToCreatingTech', however this would only be for initial use and is very limited. To my knowledge…

Hi adamc​, I would start by making sure the data types are the same, if I recall correctly PostgreSQL 9.2 doesn't support integer-8 values and yet your error refers to the PSQL data being 'int4' meanwhile it's trying to go to MySQL as 'int8' which it can't do... You should be able to change the column type properties so…

Hi jaina.spencer@btgroupinc.com​, It would be beneficial if you provide the following details: * Version of Web Help Desk (WHD) you are using * Operating System WHD is installed and configured on * The type of database you are using with WHD * Operating System the database is installed and configured on Different versions,…

Hi dongoodwin​, This isn't really possible, however you can do a dodgy workaround that requires you to create an action rule per each individual technician. Note that applying this action rule will apply to any update the technician does if there's no technician assigned to the ticket. You may not want this type of action…

Hi wcastillo​, You should enable the 'Embed New Attachments' setting located within Setup > E-Mail > Options. -Midnight

The HTTP/S settings are found within Server Options, have you missed these configuration settings?

Hi postwick​, kenk55​, zactar​, It is not recommended to delete old tech accounts, it's best practice to set them to inactive as the technician may be required again if that user comes back for whatever reason. Deleting an old tech won't remove the history or information of that technician on old tickets, however it will…

Hi acshearer​, OpenSSL does not currently get installed as part of the Web Help Desk software. This is apparent for versions prior to 12.6. -Midnight

Hello, I'll give this a test run and get back to you, however my expectation would be that it'll work as per the majority of database conversion tools. This won't take me long so I'll get back to you soon. -Midnight

If a technician is creating the ticket themselves then they should have an option to assign it to them instead of the help desk. If it's being submitted by a client, then the Supports suggested way is the most practical approach unless you were to implement an Action Rule per technician.

Hi yikes123​ and wojcika​, If you are on about the login screen or client interface, changing the Look & Feel with Custom CSS will achieve this. If you are on about the dark headers and title bars within the technician interface, this is not possible by any default configuration or option available within the help desk. If…

No, this is not possible at the time being. If you have your hierarchy Request Type with the settings you would want to default it as, each sub-ticket can copy the settings from the parent Request Type. You could name this Request Type as 'Template' and have it invisible to clients so only techs have access to it.

Hi f.j.petito​, This is not possible without custom code or configuration, the default toolbar is set in stone depending on the type of user you are and the access you have. -Midnight

Do you know what database type you are using?

Hi maitadmin​ and comtcjm​, There're many characters within the help desk that can't be processed because of the way the database has been configured. You can get around the issue by changing database settings on the relevant fields and tables (specifically to use Unicode or your preferred language encoding) which would…

Hi changb​ and jmcsparin​, I can confirm this feature is still not available in the latest versions of the help desk, I'd recommend raising this with support as a feature request and a submission within Thwack (Web Help Desk Feature Requests​​). -Midnight

Hi calim​, It depends how you are generating the tickets, are you doing this via an an Action Rule, Task or some other form? If this is done by a Task, you can enable the 'Link to Parent' option within each element. If this is done by an Action Rule, there's no way to link the ticket as it doesn't create multiple tickets…

You could potentially create your own dashboard/view using the API or database access combined with your own coding knowledge, but otherwise I don't believe it's possible to have the dashboard display without being logged into a technician account.

If you have all the tickets in the list, just Export them without selecting the tickets in the list. This will include all tickets instead of the specified tickets you tick.

Hi lslmef0​, I would recommend raising this as a feature request and/or raise this directly with SolarWinds as a new case. -Midnight

Hi moiz_021​, Firstly, it would be best practice to raise this in the correct location of the forum, this is the Mobile Admin section rather than Kiwi Syslog. Next would be recommending to raise this with SolarWinds Support directly if you have a question like this, however raising this in the forum and with support at the…

Hi ssingh144​, This section of the forum is for Web Help Desk, I would recommend re-submitting this to the correct area for better and swifter assistance; the area you are looking for is: Network Configuration Manager As for your issue, this could be for numerous reasons... are you able to provide screenshot/s of the…