j_a_catlin ✭✭✭✭✭

Had a team member find the document and wanted to make it easier to find for those reading this here: https://documentation.solarwinds.com/en/success_center/orionplatform/content/ha_multi-clustering.htm

Your best bet would be an action, but there isn't an action that can assign to a variable tech(person interacting the ticket) on the ticket. The action has to be predetermined as to whom it gets assigned to based on the criteria at hand. You could potentially make an action for each tech and the action rule looks for the…

If you are going to go to a true stacked install of NPM, the additional poller no longer exists. It basically extends the capabilities(element count) of NPM for the one poller. The changes that you will see are the polling load % values will drop on the poller and there will be an APE license in license manager, but other…

If you are meaning how the stacking is actually done by your reference to finding good documentation on it, you need to run the bundle APE installer on a server that is either already an APE or main poller and it basically recognizes that you are trying to stack and creates a license entry on the server for you to enter in…

It looks like this sometimes. Just add a laptop.

Are there any details already shared somewhere related to this note: Note for this release, configuration of HA pools with more than two members requires the use of the API/SDK.

Thanks everyone.

That is a be a big blow to the tech community and the world in general. My condolences to his family and friends. Patrick Hubbard - a fitting closing to the post.

Dumbest question: I was working in a Data Center where we provided managed co-location services, not hosting or hardware. Client grabs me and takes me over to his cab saying they have problem with something in their rack. Points at an ASA in the rack and asks "Can you help me guess the password for this firewall? I forgot…

If you are referring to the node filters for a view resource, then I would suggest using: nodes.caption not like '%EFW%' I would think that is the easiest syntax to do a SQL filter to get ride of nodes that contain that string.

It used to be info and warn level log entries in older versions of WHD, and even then it didn't have the IP address that it came from. It looks like login failures still go there, but I had to drop Web Help Desk Authentication (whd.helpdesk.com.macsdesign.whd.auth) to a debug level to get the info. It ends up in whd.log in…

https://documentation.solarwinds.com/en/success_center/whd/content/helpdeskcustomizewithbbcode.htm The new location of the bb_config.xml has potentially changed to inside of a jar file based on some other information: thwack.solarwinds.com/.../is-bb_config-xml-file-not-in-web-help-desk-12-2 I didn't confirm the file was…

I posted a pic of an old schema crawl in another thread that might help. The database for WHD hasn't changed that much from it. https://thwack.solarwinds.com/product-forums/web-help-desk-whd/f/forum/44064/database-schema-documentation

Newer versions should no longer have the issue. Workarounds that may work are to revert to the WHD/WHD credential set and live with the change your credential message on the top of the site for techs/admin. Upgrading to an unaffected version is the best step to take. If you are on the current version and it is still an…

Authentication failed is sometimes a generic response that WHD reports when it isn't actually a credential issue. You may need to reach out to Gmail to get a more accurate error from their side. Upgrading and going to the modern auth for gmail may also help.

The API does limit the amount of data that can be accessed. Here is a screenshot of a DB schema crawl(of an older version but still pretty relevant) in case you needed it for reference.

I don't believe there is a lot you can modify in the system itself, but you could use the API to build something external. https://documentation.solarwinds.com/en/success_center/whd/content/helpdeskprogrammingrestapi.htm I can't find the article that talked about it right now, but if you are using the embedded database,…

I want to say it is the helpdesk.log file in that version of WHD that should have entries for any time a delayed action fails to fire. It will usually point to some ID that it can't find in the DB that would at least give you an idea of why the delayed actions fail to fire if you still have the same issue after clearing…

I haven't tested it yet since I haven't deployed an instance of it, but based on info in the release notes for 12.7.6 they may have stepped this back and no longer require the password verification.

LDAP hasn't been an option for tech accounts since 12.6, so having to manually change their tech account passwords if they were using the password if they were using a password that may have changed through their AD/LDAP isn't that irregular. If they have a linked client account, it can still be used to log in with the…

Are you using the embedded database? If it is using an embedded DB, is your database named NNSWassets or is it still WHD? I am seeing something similar in another environment where it seems like if you change the default user for the database for the added security, it breaks the backup script because it is replacing the…

You should probably look at the API instead of the reporting feature for what you are looking for.

The information is stored as data type TEXT in the DB, so it is highly unlikely that you could embed an image directly in the note. I believe linking using HTML code is pretty much the only supported method. Other than that, adding the image as a file attachment would be the other way to get an image 'in' a note entry.

Most likely, what you are looking for would be handled as follows: Report details set to table only Row Category set to Assigned Tech Column Category set to Status Ticket data - select only tickets Show Filters is your choice Time Range relative, don't worry about filling in info for the time since you want all open…

I believe the free version and full(demo) WHD are separate installers, especially if you are seeing the free version install as 12.7.4. I don't remember how the current trial version reacts when it expires. I think it would drop into a limited feature set and single tech seat mode.

It probably would have been better if the post where SolarWinds updated the road map were actually a new post, but they did update this post with the latest in the road map for 12.7.6 thwack.solarwinds.com/.../wwwo

Sorry, I am not familiar with where SolarWinds is release-wise with the free version of WHD or the TOS on hotfixes being provided for them. The password reset issue definitely was an initial release bug of WHD 12.7.4.

SolarWinds typically does not set a release date for any product that they announce to the public. This year there were some exceptions, but under normal circumstances, they release the product updates when they think they are ready. 

For anyone looking for a potential answer, a likely cause for this error is the privileged networks setting in the whd.conf was not set to allow the IP/Subnet of the computer setting up WHD initially, or the person setting up WHD was not using the server the app was installed on to setup the instance. The privileged…

Password reset not working should be addressed in hotfix1 for 12.7.4 I would suggest doing all 4 of the hotfixes if you are going to stay in 12.7.4 or install 12.7.5 with HF1. Since you are not using LDAP/AD you could get away with 12.7.5 without hotfix 1. That hotfix addresses an issue with not being able to connect to…