j_a_catlin ✭✭✭✭✭

If this hasn't been resolved already, you can delete the entry in the database for the edit in the job_ticket_active_session table.

The best option to make sure everything gets deleted with the tickets is likely to set an admin account to allow secure deletion of tickets and do a bulk action of deleting the older tickets. documentation.solarwinds.com/.../helpdeskdeletetickets.htm

Make sure the tech looking for the ticket is a part of the exact group including level that the ticket is assigned. Also make sure the status type the ticket is assigned on creation has the checkbox checked for Include in My/Group Tickets Filter

Yes, it is possible to do something with a 3rd party solution, and we have used tools to build word charts and dashboards external to WHD. You can either choose to access the data directly(how would depend on the DB type you have configured) or use the API. If you are using the embedded DB, you can follow these steps to…

I haven't had a chance to look too deeply into this to confirm my thoughts of what each status means, but I think you may want to take a look at the discoverednetobjectstatuses table in order to determine whether it is newly found or changed. Guessing at it, it looks like a status 32 is either ignored or not added and not…

The place to set the custom field abilities is actually under setup->tickets->ticket custom fields. If you have that option set as editable by the client(like when they put in the request) it will always be editable. If you want the client to enter that data in the field then leave it there as the requested time period and…

Based on what you are looking for in the alert you may be better off changing this alert to I want to alert on Group Member instead of Group. After making that adjustment it should work for what you are looking for.

I tend to see most systems setup around 4 or 5 depending on how critical the device may be. That way you are getting (4)warning or (5)notice and more urgent syslog messages from the device. You can always set it to a 'noisier' level and determine if you want to step it back a severity level based on the amount of…

Sorry for not understanding the question initially. When most people ask a question like that it ends up being the request type and not actually the ticket type. I wasn't sure of the answer to that, but I found an article in the success center and confirmed it is what I am seeing in a test environment. The column you are…

Thanks for your feedback. I just got our dev instance built out and have not seeing anything that is an immediate red flag with some basic processes. It isn't anywhere near a standard install, but if I see a bug in how we run it, I will do a more standard install to see if the bug carries over and send some feedback.

That specifically is referring to scheduling the log files to be zipped with the encrypt option selected on it. Having the folder encrypted via EFS so that the files that are in it could be the first step, or choosing to log to a DB instead of flat files is another potential option where you can encrypt the db and the…

I believe in that scenario you would have to write something that is either API based code or code that manages that directly in the DBs. The multi-location deployment setup for WHD isn't like Solarwind's EOC solution with the Orion product which is closer to what you are looking to do.

My apologies on that, we are not using Apache for the reverse-proxy. I don't have a config that I would be able to share as an example.

If you do not have the secure-delete option set for the tech that performed the delete of the ticket, you can undelete the ticket in the database. If you are unsure it is setup, the steps to check for secure-delete setting can be found here: Success Center The steps for undeleting all tickets(these are specific to MS SQL…

To get the kind of info you are looking for and put that data in an alert that triggers on groups, you will need to build out a SQL variable instead of using a default variable. To think through all of the possible combinations of what could potentially come up with the alert, it could be a pretty complex SQL query. It…

I believe Leon is directing you towards one of these templates: Log Parser Log Parser (Perl)

The tech needs to use the linked client login if authentication for the tech is set to use LDAP. If you are ok with the tech not using LDAP authentication then you can set the techs password under the tech->my account section. That password doesn't need to match the AD account.

I wouldn't think it is LEM based or at the same level as LEM since a new version of LEM was just released and it doesn't indicate anything about an Orion integration. I would think it is either a new module/feature or an improvement to the built in syslog/trap system already in Orion.

Nodes is a view and not a table. It already joins multiple node related tables including the nodescustomproperties table in it, so there is no need to join that table. You don't actually modify the select portion on a custom sql alert, so there is no real reason to have to worry about what is called in the select. All of…

I do not see anything that looks like it is immediately configurable inside of WHD that would do this function from an alerting perspective. It appears the alerting that could work only covers parts and not assets. This would be something that could be put in as a feature request. In the meantime, potentially creating a…

I've had a case where I was not getting a response time for nodes which caused rediscovery polling to be stuck in the past for some reason and performing the list resources and immediately submitting was the resolution.

I still haven't had the opportunity to really test the dev environment I setup, but I have not seen the occasional hang that I was able to produce in 12.7.2. There was only 1 instance that I have seen this happen in when pointed at a specific DB backend and I think it may have been either a task(noted as a fixed issue in…

I duplicated the setup in a test 2020.2 instance and used the snippet of config you provided a screenshot of and I am not able to duplicate the issue of the last interface being picked up as a violation. I receive the policy rule 'testrule' is not violated as a result. Are you getting this when running it against a config…

I haven't tested attachments via the API, but according to the documentation on page 27 there is an additional requirement for doing attachments via the API: If the user is logged in to the Web Help Desk (GUI) and has a valid REST session, the application accepts "/attachment/upload**" REST calls. Might be worth testing…

The incoming email setup determines the tech group that tickets get assigned to when tickets are created via email. You can also make the incoming mail specific to a request type. It depends on how many ticket addresses you want.…

I believe only service contract can be "removed" by hiding it via Setup > Assets > Options. The field isn't always hidden though as it will appear when a new asset is added and it will always appear for admins since they have edit capability as a minimum no matter what the setting is. If you hover over Technician Asset…

I'm about to deploy it in a dev environment as well, have you seen any issues with your test so far?

I do not believe this exists. I would check to see if there is a feature request or put in a feature request to be voted on. I believe the only reference to password policy in the admin guide is actually in reference to setting up SQL server settings.

They are stored in the DB and they are held as binary data in the attachment_data table(at least with PostgresQL). I would imagine the same with other supported DBs as well. Other tables hold data about the files since attachments can fall into different sections of WHD. There is the potential for using the API to make the…

Are you talking about wanting to hide the main site header in dashboard view tlike a NOC view might have? Or are you wanting individual headers hidden? For the individual headers, you should have the hide headers option next to the Open Widget Drawer in the upper right corner of the Dashboard screen. If the main site…