Comments
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2020 Bracket Battle Theme: American Folk Heroes vs. Legendary Creatures Example: Davy Crockett vs. Jersey Devil.
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In 2010, I worked at a new DR/HA Datacenter in Washington state. That fall, there was a newb electrician working on the power rail for the rack units in the data center. At noon, the electrician accidentally hit the emergency power off switch as he left for lunch. The company (redacted) was extremely frugal when it came to…
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@"jblankjblank": If you need help understanding the use cases, please contact me privately by phone or email. I'd be glad to demonstrate how we and our clients use Maps 1.0 (Network Atlas) to accomplish what is described in the examples I cited. Regards, Isaiah Carriere SolarWinds Consultant Adeptec - SolarWinds Authorized…
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True.
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We use InterConnection in Seattle, Washington. They are a nationwide Non-Profit organization that accepts used computer donations. They fix up and/or sell the refurbished machines. Also, because they are non-profit, your business will receive a tax deduction. InterConnection is the Enterprise-Rent-Car of computer…
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2020 Bracket Battle Theme: Heroes vs. Villains
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In the last 10 years, I have seen many small to mid-sized companies downsize IT staff. Dedicated Network and System Administrators have been replaced with IT Coordinators, IT Managers, and/or IT Directors. IT Coordinators are responsible for oversight and day-to-day tasks. Meanwhile the project work of the Network and…
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SolarWinds Technical Support: Well done. Keep up the good work! Regards, Isaiah Carriere SolarWinds Consultant Adeptec: SolarWinds Authorized Partner
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You can help by voting up the feature request on Thwack: The request has been around for a few years, but every vote helps. Regards, Isaiah Carriere Web Help Desk Consultant Adeptec: SolarWinds Training and Professional Services ○ LinkedIN: Adeptec ○ Facebook: Adeptec ○ Twitter: @Adeptec
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Web Help Desk is ITIL-compliant IT Service Management software. And so, there is no need to purchase a separate product for contract management. Also, there seems to be some confusion in the discussion above. A purchase order (PO) is not a service contract. - A PO is the offer issued by a buyer to a seller, indicating…
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Hi Myra, Inactive client accounts when using an LDAP connection is not a bug. Instead, this problem is the result of a connection timeout between Web Help Desk and the Directory Service. Connection Timeout (Setup > Clients > AD/LDAP Connections > Connection Basics > Advanced) Default: 20 seconds In a hosted environment,…
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Yes. This can be done with an existing Problem Ticket. Regards, Isaiah Carriere Web Help Desk Consultant Adeptec: SolarWinds Training and Professional Services ○ LinkedIN: Adeptec ○ Facebook: Adeptec ○ Twitter: @Adeptec
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@"saw10": Recently, I added a couple of important feature requests for Orion Maps. Feature Requests: 1. Orion Maps: HyperLink For Application, Group, and Node Icons 2. Orion Maps: Add HTML Target Attribute To Hyperlinks in Behavior Section These features are currently available in Network Atlas. However, they have not yet…
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Hi Mark, If your company's privacy policy allows it, I would recommend that you post screenshots of your current configuration settings. Related Configuration: 1Setup > Companies & Locations2Setup > Tickets > Request Types3Setup > Processes > Change Advisory Boards4Setup > Processes > Approver Roles5Setup > Processes >…
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@"jblankjblank" On 05-07-2020 10:29 AM, @"jpaluch" asked a great question about a much needed feature. I understand that you provided him with a workaround. Also, I understand that @"jpaluch" was content with the workaround. However, the workaround doesn't allow a user to link to view from an icon with status. This feature…
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The following browsers are supported by Web Help Desk: BROWSER SUPPORTED WHD VERSIONS Microsoft Internet Explorer 11 12.5.2, 12.5.1, 12.5, 12.4.2, 12.4.1, 12.4, 12.3, 12.2 Microsoft Internet Explorer 10 12.5.2, 12.5.1, 12.5, 12.4.2, 12.4.1, 12.4, 12.3, 12.2, 12.1, 12.0.x Microsoft Internet Explorer 9 12.4.2, 12.4.1, 12.4,…
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There are a few caveats, but the SQL syntax and list of tables to modify in the Web Help Desk database are listed in the article below. Support Article: How to Delete all Tickets from the Database to Reset Ticket Numbering Hope this helps. Regards, Isaiah Carriere Web Help Desk Consultant Adeptec: SolarWinds Training and…
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Apart from a custom development/database change, the Default Column Set is not configurable. Each Tech will need to create their own custom Column Sets. Column Set Tickets > My Tickets > Column Set Set of columns to display. Use the pencil icon to edit or delete the currently selected set. Use the plus icon to add a new…
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If you delete a Request Type in Web Help Desk, the Request Type is not removed from the database. Instead, the Deleted column in the Web Help Desk database is updated from 0 to 1. This process can be reversed at any time and does not cause data corruption. Support Article: Restore a deleted Request Type or Problem Type…
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Yes. There are two methods to accomplish your objective. The second method is preferred when dealing with Service Requests. The first method involves Ticket Type (Tickets > Ticket No. > Ticket Type). Ticket Type 1. Change the Ticket Type of the parent ticket to Problem. 2. Create new child tickets and assign the Ticket…
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Currently, there are no options in Web Help Desk to modify the colors or relative position for the FAQ menu on the Request page. FAQ menu Client UI > Request page > FAQ menu However, the changes you requested can be made with custom development of the Cascading Style Sheets (CSS). The elements on the page are controlled by…
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When you say “external web page”, I assume that you mean a web page on a public-facing website. If so, there are a few security considerations that you'll want to address. Security Concerns 1. The standard configuration is the Application server in the DMZ, and the Database Server behind a firewall. To reduce the attack…
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Yes. All the features you mentioned are free. The only caveat is, the free ticketing system is limited to a single user of Web Help Desk. You can find more information here: Web Help Desk: Free Help Desk Software Regards, Isaiah Carriere Web Help Desk Consultant Adeptec: SolarWinds Training and Professional Services ○…
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There is no standard definition, because Status Types in Web Help Desk may be configured by the Administrator. That means the Administrator decides what the definition for Closed or Resolved will be. Overview: Resolved - This status type includes an option to prompt Clients for acceptance. When a Technician selects this…
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Yes. There is Audit Logging in Web Help Desk. However, this must be configured in advance of the event. Steps: * Log in to the Web Help Desk server as an administrator. * Stop Web Help Desk * Navigate to <WebHelpDesk>\conf. * Open the tomcat_server_template.xml file in a text editor (such as Notepad). * Locate and…
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If the incremental ticket count was up to 17924 with 65 tickets open, then I can make and educated guess as to what caused the problem. An Admin or Technician must have completed a search of all Closed tickets. The person (Unknown Subject) then selected all tickets (Shift + Click). Then the Unsub used the Bulk Action tool…
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Yes. What you requested is possible in Web Help Desk. First, configure E-Mail Options (Setup > E-Mail > Options). E-Mail Options Add gmail.com to the Accepted Domains field. Second, configure Ticket Options (Setup > Tickets > Options). Ticket Options Change the Auto-Reply to Client field to Ticket Creation Only. Note: This…
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"Work Time" and "Billable Rate" as required fields is a feature which has been requested by many customers in the past. However, this is not a feature for a good reason. If these fields were a required, then a new ticket could not be created without having the values of "Work Time" and "Billable Rate". If you think about…
