justin.gray

Wow. It's pretty dead in here. I just remembered that I had opened a case for the same issue back in 2017. It was identified as a bug then in version 12.5 --almost 3 years ago. Pretty disappointing that there is so little support for this product.

Are release notes or a change log available for the beta release?

Recently updated support matrix is here: Windows 2012, SQL 2012, SQL 2014 and SolarWinds products compatibility matrix SQL 2016 and up is still not yet supported.

You could potentially add a custom field to the ticket(s) that prompts for yes/no feedback. I don't know of a way to embed the survey directly into an email.

For Outgoing I use 'smtp.gmail.com' on port 465, if you’re using SSL. (Connect on port 587 if you’re using TLS.) For Incoming I use 'imap.gmail.com' on port 993 using SSL. Use this for reference: Send email from a printer, scanner, or app - G Suite Administrator Help

We're on 2012. But we run mostly virtual, and a move to 2016 won't be a big deal. 2008 mainstream support ended in 2015 and extended support end-date is just around the corner, so that makes sense to me. 2012 has another 5 years of extended support, so deprecation by Solarwinds seems awfully premature. But... given that…

I think your only option would be to enable logging within Tomcat. On 64-bit Windows the server.xml file can be located here: C:\Program Files\WebHelpDesk\bin\tomcat\conf You'd then have to uncomment and tweak the AccessLogValve section. You'd also need to write a cleanup script to keep the log directory from filling up.…

Does that client account fall outside of the scope of the OU's (Users DN in the Advanced section of the LDAP config settings) your are syncing with?

Is there no way to exclude your WHD monitored inbox from the dynamic distribution group, like move it to a different OU? Another thought might be to configure a rule in your WHD monitored inbox to auto-delete messages sent by 'allstaff', or at least redirect them to a folder other than the inbox. This way, WHD won't pick…

Getting similar: https://support.solarwinds.com/Success_Center/Web_Help_Desk_(WHD)/Knowledgebase_Articles/Create_action_rules_triggered_b…

Unless FAQ's are configured to be only visible to Techs, clients should see FAQ button/link in the header along with Request, History, Profile, etc. If you want it to be more obvious, you can set the FAQ view to the default view at client login via Setup > Clients > Options > Default Client View: FAQs HTH

We have a similar environment; WHD is SSL'd and redirect is enabled (via Setup > General > Server Options). We are using the REST API with cURL and point only to https: in the URLs. No issues. I can't confirm whether it works or not with http: as I have not tested it. However, http: is not advised when using the api key.…

We were able to share the same instance. It does take a fair bit of planning and tweaking of Tech Permissions, Tech Groups, etc. It was a toss up between the effort involved in deploying an additional system plus managing, patching, upgrading, backing up two separate systems, versus tweaking the existing instance to meet…

Your only options are going to be under Setup > Techs > Tech Permissions: ‘Allow re-assignment’ and ‘New Ticket Assignment Override’ That should limit as much as possible.

I think the biggest 'gotcha' with SQL is that Web Helpdesk does not yet technically support SQL 2016. Outside of that, it should be a basic db backup on 2008 and restore to 2016. Are you truly migrating, or upgrading in place? If that latter, you'll have to go Server 2008 -> 2012 -> 2016. Support does have a brief article…

* Go here: Cart Checkout * Pay for Licenses * Receive License Key via email * Copy License Key into your installed Web Helpdesk Application via Setup > License

I would say it should be set to whatever is optimal for your environment. 5 seconds seems low to me unless you have your own mail server onsite. If you get no timeouts with 15 seconds, stick with that. If saving tickets takes a while, it could be other resource or performance issues as opposed to latency to your mail…

Under Setup > Options > Email Options, is it set to: 'Default to HTML' ? This can be overridden on a per-Tech basis.

You won't be able to do an "in place" upgrade of the OS to 64-bit as it's not supported, so it will have to be a clean install. I'm assuming you'll run the 64-bit version of whatever database software you're using, as well? This migration guide should give some pointers So very basically; * Back everything up * Install new…

If you mouse over the section, you can see the following text: Make Private Private Tickets are not visible to the assigned Client in their Ticket History, nor can they be e-mailed to the Client or cc'd: to another e-mail address.

If you use Active Directory in your environment, you can leverage ADFS for single sign-on: Success Center

Yes. Under Setup > Tickets > Request Types, select your specific request and you will have options for both Locations and Departments. Here you can limit visibility based on those selections. HTH

You would typically create a Location, add it to a Location Group, then assign a Tech to that Location Group. The tech will be assigned to tickets from that Location Group. You can move Techs at will between Location Groups.

We encountered the same issue a while back and had to raise a case with support. They provided some SQL commands to clear the task out of the database. I'll post below for reference, but please assume that it may fubar your database: Now we have two options here, first is to delete the task as you requested, or just to…

If you're ok with the setup otherwise, probably easiest to just go to Setup > Tickets > Status Types, select 'Open' status type and change the name from 'Open' to 'New'.

You need to obtain an SSL certificate and install it in WHD. Decent documentation is here: Manage keys and certificates - SolarWinds Worldwide, LLC. Help and Support Then enable HTTPS: Enable HTTPS in Web Help Desk - SolarWinds Worldwide, LLC. Help and Support HTH

Under Setup > General > Options > Max Search Results, do you have a value set?

Under Setup > Tickets > Options > Client Options do you have ‘Auto-Reply to Client’ set to ‘All Client Updates’?

peter.kruty wrote: Are there problems you would like WHD to solve rather than these other tools? Our hang-up is that we need something that is platform agnostic or else we have only a partial solution. Our primary workstations are Windows, OS X, and Chromebooks. Most solutions are platform-specific.

I've actually just noticed the exact same behavior in our setup (v12.5.1). The tech is a member of several Tech Groups and also is a Manager of at least one, yet doesn't see other tickets within those groups under 'Group Tickets', only the ones directly assigned. I've verified the tech permissions and as far as I can tell…