j_a_catlin ✭✭✭✭✭

You can use the action manager or write a SQL/SWQL query and run it against the DB to get the information. For the actions manager go to manage your alerts in the console and select the Actions Manager tab, or navigate to: <your orion Url>/Orion/Actions/Default.aspx Then you can group by action type for the action type…

To get a denial to work with only 1 denial vote, I believe you need to set the min approvals setting equal to the number of the approvers in the CAB. So in the case of 10 people in the cab, you need to set the approvals required to 10. This would break the approve upon 1 vote though. I would suggest checking for an…

Clearing an acknowledged alert would potentially cause the alert to retrigger if the condition that caused the alert still exists, which most alerts are typically designed to clear when the condition is resolved(depending on your alert trigger/reset condition design). I would suggest for any resources to filter…

It isn't a very heavy workload database and for 4 techs, I would think the standard requirements would be enough for the RAM and CPU. Disk space allocation will depend purely on usage. I have seen an instance where the database did get into the 300GB size range, but the users were attaching tons of docs to every ticket…

You should be fine with the setup you are suggesting. There is not a listed OS requirement on the DB side (other than the DB engine needs to be able to run on that OS). If you do go with Linux for both environments, WHD is not supported on Suse Linux and you would need to use a supported version of CentOS, Fedora, or…

2019.4 and earlier supports up to 14 APEs https://documentation.solarwinds.com/en/Success_Center/orionplatform/Content/Orion_Platform_Scalability_Engine_Guidelines.htm#sam -j_a_catlin Loop1 Systems: SolarWinds Training and Professional Services * LinkedIN: Loop1 Systems * Facebook: Loop1 Systems * Twitter: @Loop1Systems

problem_type_id is the column in the job_ticket table. It will tie to the problem_type table on problem_type_id and the column that has the actual request type name is problem_type_name. -j_a_catlin Loop1 Systems: SolarWinds Training and Professional Services * LinkedIN: Loop1 Systems * Facebook: Loop1 Systems * Twitter:…

Here are a couple of options that Solarwinds provides in their documentation: https://documentation.solarwinds.com/en/success_center/whd/Content/HelpDeskCreatePKCS12iKeystorefromPrivateKeyCert.htm https://documentation.solarwinds.com/en/success_center/whd/Content/HelpDeskExportPKCS12fromMMC.htm -j_a_catlin Loop1 Systems:…

You could make either a customer editable field on the ticket that could be a checkbox for completed that the client could check on their web portal. If the ticket was closed, a user updating this field would actually cause the ticket to go back into some kind of open state. You could potentially use an action rule to set…

You can access the DB directly and set inactive to 0 on that admin account to make it active again. It will be located under the tech table in the DB. If you deleted it instead of setting it as inactive, you can set deleted to 0 as a solution for that. Depending on your licensing, if you are not a trial setup, you may need…

I would think that you would want to have a filter built like this with any other includes or excludes needed: To make sure it is available for other rules to be allowed to display, make sure not to set the action of Stop processing message for this rule. -j_a_catlin Loop1 Systems: SolarWinds Training and Professional…

Instead of using the integrated setup, you could potentially use the email alert function. I don't believe there is a way to delay a triggered alert from creating a ticket due to the manner in which the WHD alert integration functions. Options potentially as a work around are to create a filter for the noisy alerts that…

If the values were to update upon a sync, that would be a part of the discovery tool asset mapping settings. You might want to check that setup to ensure the mapping is set there if it is available(Setup->Assets->Discovery Connections->Attribute Mapping tab). I don't believe that matching the name of the custom properties…

If you are wanting to separate the input from diffrerent devices(IPs) that are sending syslogs/traps into Kiwi syslog server, you would want to create a filter for each device and as an action rule, set it to display on a different display. Here is a link to the admin guide:…

The api does allow modification of Assets. Page 46 of the guide lists what can be modified for an asset. https://documentation.solarwinds.com/archive/pdf/WHD/WHDAPIGuide.pdf -j_a_catlinLoop1 Systems: SolarWinds Training and Professional ServicesLinkedIN: Loop1 SystemsFacebook: Loop1 SystemsTwitter: @Loop1Systems

You should be able to query against the client table for the client_id column. Depending on how you want to do the lookup to ID the client_ID would be the next major hurdle. If the ticket is being submitted with an email address associated with it, then you could just use the column email as the filter. Options that would…

You need to look at your problem_type table and check what problem_type_id 6 is and if it is in the deleted state or not. Most likely it is a problem_type what was deleted.The example appears to be using that problem_type in the ticket creation. -j_a_catlin Loop1 Systems: SolarWinds Training and Professional Services *…

If what you are wanting is the time worked by the tech, then having them enter their time as the others have suggested is really the only way to go. If you are looking for how long it was after someone was assigned a ticket that they either closed it or passed it back to another team where it actually calculates that time…

The schedule field, as far as I have seen it used, is for putting scheduled items onto the calendar. When you look at the calendar you can see when items are scheduled per tech and any ticket with information in that schedule field will show up with ticket ID and a little other info like requestor and time period on the…

Looks like it is a known issue at least in 12.7.1 with a work-around listed- https://documentation.solarwinds.com/en/Success_Center/WHD/Content/Release_Notes/WHD_12-7-1_release_notes.htm Client cannot view FAQs configured for a specific category Issue: When a Tech creates an FAQ and selects Specific for any category, a…

As far as I can tell from a quick review of it, and inferred from the documentation here: https://documentation.solarwinds.com/en/success_center/whd/Content/HelpDeskDeescalateTicket.htm escalations look like they are only possible if the request type is assigned to a tech group. I haven't dug that far into it to see if…

The 14 day trial of the full version has the approval process for testing. It includes all of the features. Approval process would be under Setup->Processes->Approval Processes as well as have the sections for the approver setup as well. There is a link on this page along with the comparison between the free and full…

Have you tried using something like postman instead of powershell for testing auth? In my mind, that would at least answer if something in powershell is causing the issue or the actual URL being used for the action as the cause of the issue. I have used user(tech) auth in the past, but not app auth, so I don't have…

This is something that I saw floating around at some point in the past and I have found it useful. Not the greatest tool to use, but it at least is a starting point. I haven't played with it, but something like schemacrawler might be worth taking a look at to see if it would give you what you are looking for. -j_a_catlin…

I would suggest either aliasing the n.nodeid or the c.nodeid or remove one of them since they are essentially the same value. While SWQL studio may be able to handle the duplicated info with no differentiation, it would seem the swis-plugin doesn't know how to handle it well. Not sure if it is the fix, but it is the only…

It appears that if the custom field has been populated it will carry over because it has data in it. As soon as the data is cleared, it results in the custom field being hidden if it is not a part of current request type. SWI probably has the app setup to hide all empty custom fields unless the request type has the custom…

Is there anything that could be causing contention for port 514 as a listening port on the kiwi syslog server? I would follow the steps in this video to try to confirm it is actually kiwi listening on the port if you haven't already:…

I had the same issue happen. I don't need help with getting the code since I have done the other tracks, but I didn't get a chance to put in my username for this track.

Is there going to be any functionality that allows for manually defined links in cases where topology can't be enabled on a device? A potential way to help with cases where topology monitoring isn't possible either because the device isn't supported or the load on the device is too high to handle it may be by adding a…

You can define what the results mean in an enumeration table while building the UnDP if SolarWinds doesn't already have it enumerated in the MIB database.