justin.gray

Understood. That's a tough one. One other suggestion that users probably won't heed anyway: In the same area under 'Request Types', you could add a note (e.g. "DO NOT INCLUDE ANY PMI") in the 'Detailed Instructions' field. This text is displayed as a blue "Instructions" sticky above the Request Detail field.

I just got the email announcement for 12.7. Based on feedback here and other RC threads, I'll definitely wait on this one. typhoon87​ and comtcjm​; I appreciate you all taking the time to test and post up your results and feedback. Thank you!

Under Setup > Email, you'll configure both the Incoming and Outgoing mail accounts. Point both to the shared/monitored Helpdesk inbox you've created. Microsoft has posted O365 server settings here: Server settings you'll need from your email provider - Office Support Plug those in as needed and you should be good to go.

Support confirmed today that this is a bug going back to at least v12.3. This is not just an aesthetic issue with the display being out of order, but also an issue with actions performed out of order. So if you are using Action Rules, you may find this to be an issue. No ETA on a fix, though they did state that they have…

Unfortunately, no. Support requested additional log files, which I provided on 06/12. No response since then. My request has been open for 2 months now...

My experience is different; I have mine set to 5 minutes and it persists across multiple browsers (normal and Incognito) and multiple login sessions. I've never seen it revert to disabled. We're on 12.5.1, so not completely current. Possibly a bug? Might be worth a support call, as I'm not sure what might be the cause.…

I believe your only option there is to use the 'Limit Assigned Tech to Current Level' setting under Setup > Tickets > Options in the 'Tech Options' section.

You could potentially add a custom field to tickets (Setup > Tickets > Ticket Custom Fields) and make that field required for Techs. Just a thought...

We use Gmail/IMAP (imap.gmail.com, port 993, SSL option checked), as well and get these timeout errors a few times a month. Under Setup > Email > Options we have Connection Timeout = 30 seconds. If you're able to connect successfully/frequently, the assumption is that there is some latency during the connection process.…

Under Setup > Client > Options is your 'Client Login Attribute' set to 'User Name'? What I'm wondering is if your LDAP accounts and existing WHD accounts do not match up based on your sync settings. If that's the case, the sync is disabling old WHD accounts and bringing in new ones via LDAP.

Thanks for the reply. Yes, currently we do the process manually and everything works as it should; change the Request Type and it gets assigned to the proper Tech based on the Tech Group. Proper Tech is notified, as well. The problem is specific to the Action Rule. If I had to guess, based on the timestamps all being the…

Bummer. Just to clarify, you can still allow users to submit requests via email, but disallow the ability to create an account via email.

Oddly, I found that if I set "emailTech":true then I only get one notification instead of two. I get two when I have it set to 'false'. Go figure.

Clearly a forum is not an official support channel. Yet many good product vendors tend to staff them with support folks and/or developers. This is what helps to build the community, generate goodwill, attract potential customers, retain existing ones, etc. I have, or course, contacted support over the phone. It typically…

...and how ironic that links to the 'Success Center' are broken.

Good thought, but we do not link our Tech accounts. Solarwinds closed the case saying they would create a feature request for this functionality. Apparently there is no way around it except to put a dummy value for email in the deactivated Tech account.

Thanks for the reply. We have some regular staff that rotate through the Tech Department and on occasion we move other staff into and out of Web Helpdesk (we also use it for our Maintenance Department). We like to keep the inactive Tech accounts for historical/reporting purposes within the system, and in case the person…

Good idea. I just up-voted this one. In your notes, you said, "... if I am sync'ing in client information from Active Directory then I don't want them going to edit their Profile only to have it reset back when WHD sync's to Active Directory." You can at least restrict profile changes under Setup > Clients > Options >…

We've just encountered this, as well. Our Techs have an LDAP'd account (regular user), plus their Tech account, which is not LDAP'd. When a non-LDAP'd Tech account is deactivated, it doesn't get flagged with an "[I]" like the LDAP'd accounts do. So the inactive Tech account appears as a selection on the auto-complete drop…

Any luck with support? I was really hoping someone from Solarwinds would be jumping in with some suggestions

In our environment we use Locations and Location Groups. My account is not assigned to any locations, yet I can see tickets for groups that I am a member of. Based on the (limited and vague) documentation, Location/Location Group does not further filter the Tech Groups. However... under 'Tech Permissions' we do not…

Thanks for the reply. I was making a dumb mistake. I was using the following: curl -X POST -d @ticket.json "https://xxx/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets/1?username=xxx&apiKey=xxx" I didn't immediately realize that the "1" in the string ".../Tickets/1..." was specifying the ticket number. This is why PUT worked…

Should've included Solarwinds doc with formula for calculation: Increase the Java Virtual Machine (JVM) memory - SolarWinds Worldwide, LLC. Help and Support

I contacted support shortly after posting this. Was hoping for some feedback or workarounds in the interim. Support confirmed that this s a known issue (though I can't find it noted anywhere). They reported that the Product Developer is working on it and there is no ETA for a fix.

Thanks for the reply. For some reason the app was only coming up with a blank screen, so I assumed it was no longer supported (I had heard rumors they were moving away from the mobile app). However, a day later it was working again. Not sure what the deal was...

My ticket was escalated (finally!) to an Application Engineer. Reportedly, WHD 12.6.0 with Hotfix 1 "includes bug fixes with the data display". I've asked for clarification as to whether this is simply an aesthetic issue, or if events are not actually firing in the correct order. I'll schedule an upgrade and see what…

Thanks for the reply. No, based on all the bugs you all have been finding I'm in no hurry to upgrade. We're still on v12.5.1. If events are spaced out time-wise they (seem to) sort properly. Otherwise, it appears that it sorts by minute rather than second, so if several events happen during the same minute they are out of…

Peter, It seems to redirect now to the Thwack community for WHD. I'm still not finding the gallery...

Thanks for the reply. What do you mean by "custom development"? I assume that if it is possible, it should just be a matter of formatting the json file properly, no?

Thanks for the reply. These specific Techs already have all Asset-related permissions (except for Delete Asset and Purchase Order Edit). The 'Import Assets' option is available to them under Setup > Data Import. This is working properly for them. However, they do not have the 'Import Parts' option under Setup > Data…