jstinson1 · North American Head of Engineering

Here are the instructions to add an SSL cert to WHD. If you use a .pk12 cert, you can upload it through the web browser in the certificate section. Keep the Alias as tomcat because that is what the apache tomcat web server will be expecting. The link below will walk you through the process.…

The easiest way is to Duplicate and edit the built-in alert "Alert me when the free space of a volume is less than 5%" and make the change Volume percent available is less than 90%.

No, work time is not emailed or presented to the client in the Web portal. Your best bet is to create a feature request.

No, unfortunately, you have to select another option to not clear it. When people request the ability to unselect a single choice, I recommend using a drop-down custom field instead of a single choice and adding a ";" at the beginning of the string. The semicolon will add a blank as the first option. The only warning I…

Here are the instructions to add an SSL cert to WHD. If you use a .pk12 cert, you can upload it through the web browser in the certificate section. Keep the Alias as tomcat because that is what the apache tomcat web server will be expecting. The link below will walk you through the process.…

I gotcha. I followed two different links that I knew of, and they both had Windows at the end. I would see if you could get the version from SolarWinds, but I did find it at MacUpdate. I am not a Mac user, so I can't confirm this site or its download; you would be trying at your own risk. If MacUpdates can supply it…

The top portion of the advanced search is "AND" and the bottom portion is "ANY"(counts as or). Clear the top section and add your custom property options to the bottom "ANY" section.

Hello The free version download states it is for Windows, Linux, or Mac. https://www.solarwinds.com/free-tools/free-help-desk-software

Here is a link to the free WHD version download. https://www.solarwinds.com/free-tools/free-help-desk-software I would double-check with support to determine if the update you did unlocks all the additional features for 14 days and then reverts to the free version. You lose a lot with the free version. If not, you could…

You just install it using the add roles and features, no need to download it. I have also installed solarwinds products on many server running 2012 and have had no issues. I just have to make sure .net is installed and UAC is turned off.

Ok, Under Incoming mail accounts in setup, make sure the Enable E-mail Tickets box is checked. If this box is not checked, WHD will not accept any incoming e-mail tickets. So when clients click on the link, it knows WHD will not receive incoming mail, so it attempts the open the site for them. The e-mail approval request…

I have actually seen this once before and it seemed to be a rights issue. With Windows 2012 credentials are not always elevated, try this. If you haven't yet get a new download just to be safe. Uninstall all pieces of Solarwinds, open IIS and delete the Orion site (if it exist), go into c:\inetpub and delete the Solarwinds…

Hello matt_ress, Its possible you are still going to have some remnants of the old poller in your database and some of your nodes and alerts could still be pointing to the old poller. To make sure that is not the case do the following. Go into your database and find the table AllEngines, and run execute query, this will…

There are a couple of ways to receive an e-mail when a ticket is closed. * The most common way I use is to make sure the recipient boxes are checked for client and tech before I click save and e-mail to close the ticket. I usually click the client and tech boxes in the tech group options, so they are automatically checked…

Check to make sure you have E-mail selected as the option for Ticket-Approval Method. You can find this setting in Setup, Clients, and then option; it's about the seventh option down. Also, make sure the client has an e-mail assigned to them in WHD, and they don't have multiple client accounts. If they have multiple…

The approval process in the attachment appears to be a bit more involved but achievable inside WHD. You would need a couple of different custom fields, action rules, and tasks to complete it. For the portion that is in your example, I would do the following. * Create a department approval process and assign it to the…

You could do everything in your scenario with action rules and tasks except fire the UAT ticket when both tickets are closed. If it was just one ticket to be closed, then the task could take care of that for you with the Generate Next Element option. The action rule would not fire with a criteria of if its this request…

The requestor will receive the default Open ticket greeting when they create the ticket. You can add the <tech> variable to the default template or create a new template as you did. The tip to remember is if you want the requestor to receive a ticket update such as a new tech assignment, click the Save & Email button. If…

Hello There are typically three reasons why a ticket will skip escalation levels. * All techs in the Level are currently on vacation or out-of-office. * The ticket was created during non-working hours. * All techs in the assigned level are not eligible for auto-assignment because they are not part of any location or…

The schedule portion of the ticket workes independently of the due date and will not affect the SLA. The schedule is generally used for the calendar as j_a_catlin mentioned and to show anyone looking at the ticket the works scheduled completion. For instance, let's say the ticket requires an outage, the tech could use the…

As percyplant mentions, the only accurate way to know how much time a tech spent on a ticket is to have them put in their work time when adding a note. Once you have the work time metric, you will be able to report on it. The tech could have a ticket assigned to them for a day or more, but when they finally work the…

Hello I did not see Tickets as one of your checked Table Data fields, You will want to check that box, or it will only show the open time you selected, not the number of tickets. Of course, if you click on the Open time listed, it will open another window with the list of tickets, but if you want a count of tickets as well…

Hello Jenya, The results wizard automatically adds non-server nodes as NCM nodes if there is at least one connection profile setup with use for auto detect enabled. So you could make sure none of your profiles are set to auto detect and NCM should not bring them in. You will have to manually add you profiles but since you…

Hello let me know if I'm misunderstanding but itsounds like you want the Configure Default Send Email Action located in settings. Setup the email you want and then use the ${Default} variable for your alerts email address. This will allow you to change the address in the future and all the alerts will use what ever you…

Hello, Follow the steps in this link and see if that doesn't resolve your issue. Unable to convert a web page to PDF in Report Scheduler - SolarWinds Worldwide, LLC. Help and Support Thank you

You have to install .net 3.5 in advance but NPM will ask you if you want to install IIS, click yes and it will install it for you. You can check UAC by opening Control Panel -> User Accounts, click on Change User Account Control settings, select Never notify, I believe this requires a reboot to take full affect.

Hello Jon , You should be in good shape, nothing is that far back. To add to what clubjuggle mentioned make sure you give your self plenty of time to preform the upgrade. Once you upgrade to NPM 11.5 your going to want to install hotfix 4 right away. Solarwinds is recommending this hot fix even if your not experiencing any…

Hello, I think you might be referring to the 'OrionUpgradeBuddyTool.zip' that should be in your NPM zip file. It is a separate application which will maintain polling / availability statistics during an upgrade of NPM. Hope this helps

No that is recorded in the ticket history and unfortunately the reporting does not let you report on the ticket history. You could create a advanced search that looks for request type changed in the ticket history, that would give you a list of all tickets that had a request type changed. Only techs can change the request…

Hello Dave234, These are all good alerts to start with. It's important to find that balance in alerting so you are not getting so many that you become desensitize, when you get an alert from Solarwinds it should be something worth stopping and checking out. I would recommend on your CPU and Memory alerts to set them to…