justin.gray

Typically, Release Notes contain a section for 'Known Issues' with the current release. It would be great if this was included for new releases. It seems this information was included back around version 12.3, but doesn't appear since. For example, I recently learned that the WHD Notifier extension is broken in this latest…

Similar Feature Request here:

jeremymayfield Shouldn't this be a poll?

This is a family-friendly site. We should have no baring of fruit!

We went from 12.1 to 12.5 with no issues. However, we're using MySQL for the DB and had to upgrade it to a supported version prior to the WHD upgrade. Be sure to verify your DB version is compatible per the System Requirements.

Question for forum mods: Is there a way to merge identical Feature Requests? There are at least a half-dozen different requests for an Android app. No doubt if they were combined, the cumulative vote count would more accurately reflect the demand. https://thwack.solarwinds.com/ideas/5402 18 votes…

As I was just revisiting this request, I'd like to add that Inactive Tech's are displayed in the cc: and bcc: drop-downs, as well. This is even more confusing, as those accounts do not display an [I] next to them to indicate that they are, in fact Inactive. So here is another plea to please hide Inactive accounts from cc:…

Great info. Thanks for posting!

I agree that this would be very helpful. Consistent responses to recurring issues are useful.

Fully agree. Additionally, please combine duplicate ideas, if possible. One example: there are at least 6 different 'ideas' for an updated Android app, each with a number of up-votes. If these were combined into one 'idea', the cumulative vote count would be much higher and more accurately reflect the demand for an Android…

To add on to this request, I'd love to see the AD attribute mappings expanded. 'Job Title' and 'Description' are two specific attributes that we use frequently to filter and sort various staff which could be useful in the approval process, as well.

Thanks for the clarification on that. We're on version 12.5 and this has never been an issue until it started a few weeks ago for some unknown reason. We've been using WHD with the threshold set to 5 for at least 9 years with no issues sending.

What's the expected result of that? My assumption is that it would schedule messages for any number of recipients and therefore not mail at all since the scheduled messages are not being sent.

All emails send unless the number of recipients is over the recipient threshold, in which case they're scheduled to send, but the scheduled send never triggers. I may have some options for alternate SMTP servers to test with, but this seems more like a WHD issue with a send trigger. Will follow up.

Thanks for the reply. No, these are going to Techs only and they are all active accounts. The history section of the ticket always shows, "New-Ticket E-Mail scheduled for delivery to..." but then it never follows through and delivers. I bumped the the email connection timeout from the default 30 seconds to 60 seconds, but…

The fellow who reached out for our last renewal was a national sales manager. I replied to his email, but he apparently no longer works there as it bounced back. I reached out to customer service --they said we didn't have a dedicated rep, per se, but offered to assist. We're an EDU, so generally fall into a strange spot.

Agreed. It would be very helpful to have the images/previews. Peter Krutý; thanks for your assistance.

Regarding code in the email, sound like the same issue I encountered with HTML. If so, this is supposedly a bug that will be addressed in some future release: HTML tags visible when using API to create tickets

We've been a customer for 8+ years and have never had an account rep (that we were informed of anyway). I don't find anything relevant in the Customer Portal. I'll have to look into that...

Correct. We only inactivate the Tech account. Their regular/separate LDAP'd staff account remains Active. Now for any ticket where we select the user's active staff account (not inactive Tech account) in the recipient section to cc: or bcc: delivery fails stating that the account is inactive.

Probably easiest to ask your Admin for the DN of your staff container(s). Spaces are not truncated, just spaces. The issue is, based on your org structure, some values may be 'cn=' where others will be 'ou=' If your domain is 'domain.com' yours most likely looks similar to: OU=client c,OU=hosted clients,DC=domain,DC=com

I get the same results as jackburace. The actual URL I'm directed to is: https://thwack.solarwinds.com/community/tools_tht/web-help-desk/content?filterID=contentstatus%5bpublished%5d~category%5bcss-gallery%5d

No, unfortunately, they would have to go into the ticket in WHD.

If you're using the standard ports, there's no need to specify them in the URL, the standard port is assumed based on the protocol. For example, port 443 is the standard port for http over SSL (https). If you specify 'https' in your URL, you don't have to then provide the port (443).

Fixed.

Can you please provide a link where it is documented that WHD supports SQL 2017? The latest info I could find only lists up to SQL 2016: Installation requirements - SolarWinds Worldwide, LLC. Help and Support

Got me curious, so I started poking around... If you set auth logging to 'Debug' (under Setup > General > Logs > Web Help Desk Packages > Web Help Desk Authentication), it will capture client IP address in the helpdesk.log file (C:\Program Files\Webhelpdesk\log\helpdesk.log). Still would be great to have this info in a…

Next would be to check Setup > Tickets > Status Types and check each Status Type (e.g. Resolved) to verify it is set to 'Include in My/Group Tickets Filter'. In our environment we choose not to see Resolved tickets in our 'My Tickets' queue, as we assume the work is completed and nothing further is required.

WHD still does not have a self-service password reset function. There was a discussion and supposedly a feature request alluded to in this thread: Self-Service password reset Unfortunately, if a Tech forgets their password, they'll have to have another Tech or Admin reset it for them.

You've posted in the Web Helpdesk forum. Sounds like you want the PatchManager forum: Patch Manager