henazo

I would welcome this for sure!

In my environment we expanded WHD to several non-IT departments and have many request types were the tech group consists of levels of techs in those departments. It would be great if I could embed instructions for each group level in those request types.

How long does it take for points to get applied?

I wrote a simple power shell to handle this for me. Essentially it's 4 steps: * call up the 'stop whd' batch file * robocopy the affected dirs to other location with amendaed folder name (.bak) * robocopy files from unpack dir to instal dir and return success code * call the 'start whd' batch file if return code is success.

You should look into the Rest API that is used by WHD.

You could add a different tech group to a request type at levels and use the escalate option to push the ticket up a level..

This would be great. Even better if there were a built in control like an approval process.

You may be out of luck since there is no chat feature built in and the development required would mean they will never devote developers. I could see the potential for your own developers to use the built in api or inject a third party chat feature into the welcome page that is shown before a client logs in.

You could do this is you use ldap for your clients and configuring a connection string to define location based off an AD attribute.

"Create on behave of" is already built into the client interface as long as turned on in settings. Train your users better.

An action rule can accomplish this exact function. I have a similar situation in my environment and we used an action rule to create the email with certain tags in the body to pull specific parts of the ticket and populate the email.

Adding a custom field will not come up in the clients' ticket history view. Yes, it can be visible to the client. You make the custom field "visible" for clients in the custom field settings. Something will actually need to be entered into the custom field for it to show in the client history.

LDAP, LDAP, LDAP!

I wonder if this could be accomplished with an action rule.

This would also help with the limited parent/child feature, at least until more options other than 'problem' and 'incident' are added.

If you use MS SQL as your DB type, you can create some SSRS reporting to accomplish this. Your DBA could set up up for you.

What version are you using?

Solarwinds hasn't put much development into reporting since whd was acquired by them, nor have they devoted much to DB development. On two occasions over the last two years I had to provide them with the queries needed to fix column and table problems encountered when updating versions. I use a SQL db and SSRS for…

I should have mentioned we are up to 230,000+ sequential tickets and over 40,000 assets to give you a better idea.

Sorry @david_walsh, I forgot the image.

|Ticking the SSL checkbox enables TLS comms for incoming and outgoing email How exactly? WHD is not a mail exchanger for one thing and while related the current protocols are not interchangeable.

You set a default request for incoming email. If subject is allowed in that request, then it will be populated from the subject of the email. If not checked, you loose whatever your clients entered in the subject of the email.

This sounds familiar. Make sure they are approved faqs or change this parameter of the search:

Yes, this by design. Get used to using Ctrl+c and Ctrl+v when grabbing data from anything north of the ticket request portion to the custom fields. And it's all browsers by the way, if your experience is truely different I'd love to see screen shots.

6 years of tickets, all live and accessible, we have found no need to cut away or archive any part of our db. Again, express has a 10gb limit. It's possible to shrink that when you get close and are too cheap for full SQL.

Use BB code in your email templates' tags or add your own tags by editing the bb_config.xml file.

We use a recent backup of our db and restore to a stage (dev) environment for testing new stuff. We do a nightly back up of prod and retain from two weeks so there are plenty to chose from but it's most often the newest one. Each time I need to test or create something very big in whd, I ask support for a provisional…

Sure, just make certain your email system allows it. MS exchange 2010 (what I use) allows html formatted messages but this can be turned off. My experience is limited with other email providers but needless to say of is wed based well then ya, html.

You can find the setting in Setup>Techs>tech groups>tech group levels>Auto-Assign Tickets To Set this from none to any other option to avoid this going forward. I really like the idea of an action too, apap‌ mentioned.

"we want to mark certain tickets un-editable by the users." Do you mean you don't want users other than the client to be able to edit a ticket? Check the client admin settings. Are you saying that a ticket gets created each time someone replies to an email chain that also has your helpdesk email address? Might be able to…