Comments
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What is NOT happening consistently, is if you dismiss the message acknowledging that you are seeing it...it doesn't consistently stay suppressed. That's what makes it truly annoying. In terms of those who are seeing the message, it's only been admins for our system...who see the message. Maybe consider creating a lesser…
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We are experiencing the same issue in ADMIN accounts after upgrading to 12.8.5 - Build #12.8.5.431-HF1 (we use where the system takes several seconds to complete standard steps like even saving a ticket. We use the following: Server OS: Windows Server 2019 Standard 64-bit version 1809 (Build 17763.2565) Database Version…
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To anyone reading this post, you'll be interested to note that the screen shots in the release documentation (see above) are kind of bogus/misleading. Apparently everything in the PO screen works just like it used to, but now the system just automatically GROUPS like equipment together into "headers" that you cannot…
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I hope the documentation team is reading these blogs cause we are writing their Help Documentation for them as you and I interact. I presume that in the scenario where you are tracking licenses by the number of devices it gets installed on, you'd set the "Install Count" field on the child asset (the software title) to the…
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@"kellytice" you are AMAZING! I knew I'd seen something like that somewhere along the line, but the concept of needing to first make the software a "child" escaped me. Now if you can find the "multi-install feature" documented in the Help Files somewhere...you'd be a GOD!!! This is all I can find that gets close to the…
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Great detail - the count of users is a cool detail. I still wonder about the [IS_MULTI_INSTALL] field in assets and where that checkbox went on the screen and why that feature is not called out/available in the help files. It WAS there at some point and might do all of what we're talking about...better.
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Good question! So for example, we have 3000 licenses for my organization to use Adobe Cloud software. The number of users whom might be using that license can vary from month to month as people come and go. The "control panel" that Adobe provides...where one can look up who is consuming a license and who is not, is…
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@"kellytice" this information is SOOO clutch - THANK YOU! It's like you should be writing help articles for Solar Winds which would serve to backup claims by the marketing department as to what Web Help Desk WILL and WON'T really do. For example, that little but OH SO VALUABLE nugget you dropped stating "Up to 10 clients…
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What's the data look like from either SW HCO or Windows WMI, and where do the records appear? Are there example screen shots? Are there reports I can run? There's certainly no documentation on anything related to "software license management" in the help files or even any hints about how to approach it. Seems to me it's…
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We're getting the same repetitive messages about licensing so I presume it's a bug. Isn't this so much fun! We should get an award for enduring all the fun!
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It's never been like that meaning a core function of the product is to allow tech's to "Schedule" tickets and use Calendar module to do so. In addition to seeing your OWN calendar, you can also see your "Tech Group's" calendar(s). It's a great feature...it just got broke by someone along the way.
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I created a REPORT as a work around that was programmed like this: You can then send out a link to that report to everyone that they can bookmark in their browser and run again and again.
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Have you discovered/observed the issue where the "My Tickets" tab displays a number, but the actual number of tickets that users see is less?
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Got it! I tried adding an individual as a member of the Tech Group (and level) that a group of tickets he had assigned to him were associated to, which he was NOT seeing. That didn't seem to change anything however. Definitely the programming for what's visible on the "My Tickets" tab got changed. I'm not finding anything…
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@"jplurker" I'm chiming in as we just updated and are having this issue, where techs are reporting that some of their tickets aren't showing up in the "My Tickets" view. I've been looking at the SQL tables directly looking to see if there's any data issues...nothing obvious yet. Only for 6 tickets, could we just open the…
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We did that and were told it was an isolated issue to just our system. So it looks like support was wrong. There's been no new activity on my ticket that's open with them however and I didn't see the "calendar issue" being reported as a fix in the latest release (Hot Fix #3) - yes their third Hot Fix. How fun!
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@"michellem812" there is not a way currently, but there is an awesome feature request that fits this very concept:…
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Oh it gets deeper! How fun is this. All sorts of undocumented features going on in Web Help Desk right now. I love it! We hadn't seen where notes were being sent, unless someone selected the template...can't wait to get those inquiries. This keeps up and we'll be on to a different Help Desk System in 3 months. It's been…
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We have not received a resolution to this issue. I escalated the concern within Solar Windows to try to get more attention to it, because the Help Desk thus far has put us off as if the issue is "just us".
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We HAVE 12.8.3 and I'd like to note that it has been "fixed" multiple times. Every time that it's been advertised as being fixed? It's not actually been fixed. Last update, I worked with support and they found two records in the "TECH" table that had values in the "Vacation" columns that shouldn't have...which caused those…
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Sure and that's what the "Primary Location" is set to. But you if manually program in "Other Rooms" like we do? Nothing becomes of that data and it's basically "hidden" anywhere else in the application. The idea as described, makes the product much more verbose for customers whom have multiple employees who aren't tied…
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Yes - this is universal across all browsers. Even on a mobile device browser. The only difference is the ACCOUNT TYPE (tech vs admin). An "Admin" account can see the tabs. Anyone else? Cannot see the tabs. In follow-up, we logged on at 127.0.0.1 on the server and the issue continues when logging in as a tech account. That…
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I've put that out to the server admin and asked if we can try it. That's a good suggestion...appreciate it. But the issue affects only TECH accounts. If you have an admin account? You see everything. The Help Desk says there's no code to ever hide those tabs and no features to hide them. So why are they hiding ONLY for…
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I learned something today. Thanks! But with this feature on then, doesn't that then disable a tech's ability to assign tickets to other teams, presuming they can't access any of the Request Types for that team, unless they too belong to that team? If so, wouldn't this feature being ON defeat the purpose of working between…
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@"JasonHoopingarner" wouldn't that be nifty? I also would like the system to look at the "Web Help Desk Location" section of client records, and in situations where the client has "Other Rooms" listed - force the person who creates the ticket, to choose a LOCATION instead of just defaulting to the one that's listed as the…
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@"cchambersCAP" and @"jplurker" I wanted to mention that I put in the following feature request for this: * [mention:2b7c9c123acb4fa5b22a6fa30ac35141:fb5d84b10a5745448a7a45dafc1faa43] Please VOTE for this feature that so it gets more attention. This feature is NECESSARY because although Web Help Desk already has a…
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@"JustMe" I use the "Dashboard" feature for the different teams I have. I create a Ticket Query and then send out instructions on how to add it as a "Dashboard" item. It's unfortunate that you can't push out dashboard items, but having a small team I have the luxury of helping anyone whom can't figure out how to add a…
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For the steps you took, do you mean you deleted the "Incoming Mail Account" under Setup>Email>Incoming Mail Accounts, then created a new one and made it the default?
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@"Avadhut.Deshpande" I concur with @"typhoon87" - this issue is addressed in 12.8.2. This idea can be set to IMPLEMENTED - congrats to the development team for implementing another GREAT change to the product returning the "Anonymous" functionality that nobody ever asked to have removed.
