it27

What would be the regex to indent text (not just the first line)?

Have you tried deleting/re-creating your LDAP connections? Also, I would contact support.

Has anyone figured out a way to do this? Can Google Apps be a SAML provider? I think Google Apps integration would be fantastic!

If, as a technician, I make notes in the child tickets and click the "Show in Linked Parent Ticket" and it's marked "Client Visible" the notes will appear in the parent ticket when I'm viewing it as a tech. However, if I'm a client and I go to History and open the parent ticket, none of the linked Notes appear. Was this an…

There is something you can append to the URL to get logged-in in the event that something like this happens. Contact support and they should be able to help you.

I'm seeing this issue in the GA Release.

No, I've experience this with the build-in fields to. It must actually write the changes to disk when the session ends? If so, that's strange and annoying all at the same time.

I think this is a limitation in the WHD Sync Engine. In a perfect world, the synchronization key would be something other than the username or email address. In the case of Active Directory, it could use the SID of the user. That way, if any of the user's information changes in AD (name change, etc.) it would simply update…

I'm seeing this same behavior in the GA Release.

No. The criteria on your action rule says to only run the rule when a "Subject" contains "Toner" (in this case). The action rule will evaluate every message, but only alter the ones that contain the criteria.

Additionally, I can't save an FAQ and go back and edit it again without it sitting here saying "Loading..." Yeah... Wonderful progress.

That is correct. WHD will not generate the actually barcodes.

If you started out using 8081 as your port and you changed to 80 or 443, I think there's a SQL script you can get from support to update your database entries.

If you go to Setup > Clients > Client Options, you can change the Display Name Template to include the login_id so that it appears on tickets. This might prove helpful.

I think this is supposed to work if you click "Link FAQ" from within the ticket. At least this used to work in the past. I wouldn't be surprised if this doesn't work now that they've moved to the "new" FAQ system.

I don't disagree that there may have been some technological debts when the product was first acquired. I also notice that you used the "FAQ" as evidence of progress. I've posted here and on several other threads that the only thing that really was accomplished by changing the FAQs was to break some of the functionality…

It used to be that you could attach image files to the FAQ, save the FAQ, and then use the URL for the images in the FAQ to embed them inline. However, SolarWinds broke that functionality a long time ago and it's never been adequately fixed.

So since no one has responded to this recently, is it safe to assume that Web Help Desk no longer has a road map and that it's a dead product?

In order to get SAML to work, you will need to have some kind of Identity Provider. If Active Directory is your primary Identity Provider, you will need to set up ADFS in order to provide SAML access.

Yes. You can set up and Save a Bulk Action that will apply a canned response to 1 or more tickets.

For maintenance things, I do something similar to what was suggested above, but I have recurring tickets that generate once a month. Where I think you'll run into an issue using WHD is that you can't do a recurring ticket for anything greater than a month. So you can't have it create a ticket every 3 months or something…

Under Techs > Tech Groups you should have an "IT" Tech Group set up with all members of your IT team in it. All request types can be assigned to that group. So when someone submits a ticket, the system will see "IT" as the tech group, then it will look at the location and say, "OK, X,Y, and Z are assigned to this location,…

Welcome to the forum! First thing first: Be sure to review the Ticket Flow in WHD help. This will "help" tremendously: SolarWinds Web Help Desk Help After doing that, you want to think about groups: Tech Groups and Location Groups. Assign your Locations to Location Groups (could even be one Location to one Location Group)…

Is there anything consistent with those clients that you can search on? If so, just search, then do a Shift+Click on the select all box, and then use a bulk action. But be careful!

What are you trying to accomplish? Are you trying to import inventory? You can do that just as you described. (Setup > Data Import > Import Assets) Are you trying to update fields in an inventory (like the audit date)? You can do that too.

As long as you are synchronizing your import based on the asset ID, you should be able to update the audit date via an Asset Import.

You can search on tickets that had the request type "Hardware" by searching the History field.

You can accomplish this with parent/child relationships. Create a parent ticket for your overall project. Create child tickets, linked to the parent ticket, for each stage or task of the project.

I'm not entirely sure the system will do what you expect, but you can either use a Quick Ticket or saved Ticket Bulk Action to cut down on the number of clicks.

First place to set this is in the Ticket status (Setup > Tickets > Status Type) you should already have a ticket status for Resolved. Make sure the Client Reminders checkbox is checked. Second: Go to Setup > Tickets > Priority Types & Alerts. In each priority type you can set the Client Reminder Interval. This is the…