justin.gray

Once you create the reports you can then use the 'Reports Schedule' (Reports > Report Schedule) to automate report generation and email them to specified recipients. As a Tech, you might not see them if you haven't been granted the specific rights.

Is the server firewall in the way? Are you able to turn it off entirely for a few to test and verify? The server install accesses the WHD via loopback address as in: https://127.0.0.1/helpdesk/WebObjects/Helpdesk.woa (or http as the case may be). If you replace 127.0.0.1 with the servers actual IP, can you access it from…

Under Setup > Options > Email Optiions, at the top what do you have for 'Connection Timeout'? You can try increasing this value to see if that resolves the issue.

Not really... You can take a look under Setup > Assets > Discovery Connections. Here you can choose the option for 'WHD Discovery Engine', which uses WMI. Unfortunately, the WMI variables are pretty limited and don't include specifically what you are looking for. Might give you some useful information, though. HTH

Alternate method would be to search open tickets with defined criteria, select the returned results and scroll to the bottom of the results window to do a 'bulk action' and update the department info for those tickets. Might be tedious depending on how you're set up.

As long as you have the memory available, you can increase the JVM: To change the amount of available memory, set the MINIMUM_MEMORY and MAXIMUM_MEMORY settings in WebHelpDesk/conf/whd.conf. (For non-standard deployments, use the java command arguments -XmsXXXm and -XmxXXXm.) You'll want to restart services after editing…

Under Setup > Tickets > Request Types; drill down to the specific request you want. In the far right column there will be an ID number. Use this ID in the API "problemtype": { "type": "ProblemType", "id": 10 }, Bold/underlined text is where you put the specific ID.

I think the bulk upload is the only way to accomplish this. Note that if 'Ignore Blank Fields' is unchecked, a field in the import file can still be forced to be ignored by setting it with an asterisk (*). HTH

Support for SQL 2016 is on the roadmap. But... that roadmap hasn't been updated since November, 2017.

Just to follow up on this, I was able to switch some tags and get it to work properly. I enclosed BEGIN/END text with paragraph tags and the HTML code no longer appeared in the ticket details. Also, support confirmed that HTML tags showing in the email subject is a bug that will be "resolved in a future release"

Just got a response from support, who claims that HTML code is not supported in the Request Detail, only BBCode. However, I find this to be partially, if not wholly inaccurate. Any feedback on HTML and BBCode use when implementing API? Here's a screen-cap to illustrate. You can see the mouse-over pop-up is formatted…

For whatever reason, that is default behavior for a Tech account. If you log in as a regular user, you should see the theme and logo applied.

I think your only option would be to hide that field in the specific request type(s) via Setup > Tickets > Request Types: ‘Hide request detail’.

There's a great how-to right here: Perform a bulk action to Web Help Desk tickets - SolarWinds Worldwide, LLC. Help and Support

This can be a per-Tech option. Under Setup > Techs > Techs, you can edit each Tech and select the option, 'Send me an e-mail when... I am assigned to a Ticket' You might also try under Setup > Techs > Tech Groups > Tech Group Levels you can select the option to 'Force e-mail notification to: Tech'. I believe this will…

Are the Tech Accounts set to receive notification when a client updates the ticket? Under Setup > Techs > Techs > tech-account > Account Info ...in the Notifications section: Send me an email when... A client updates my ticket.

* Yes, you can use the same account for both Incoming and Outgoing mail accounts. WHD does delete new/incoming messages once they are processed, so it would seem to be working. Are you certain a new ticket has not been created? * No Slack integration, yet, but there is a feature request here that you can vote up. Also some…

If you have a Tech Group specific to the IP Phone, you can set yourself as a Level Tech or Group Manager and then force email to either of those, or alternatively make either a default recipient.

Pardon the seemingly obvious question, but does your account have the correct permissions? Only Admin can edit both. Also, if a Location has already been added to a Location Group, it will not be available to assign to any Location Groups. So if all your Locations have been assigned, none will be available to add to a…

The account and/or host you are using to send email is not allowed to send through the mail server you have configured. How is your outgoing mail account configured?

Here's a good starting point: SolarWinds Web Help Desk Help What are you using for mail in your environment? Self-hosted Exchange, Gmail, O365? You need to start by setting up a dedicated inbox to monitor, then point WHD to that inbox. Specific server settings depend upon the platform where your inbox sits.

As far as I know, the only option for assignment is 'assignToCreatingTech', which of course has limited functionality. Presumably if you have your Locations, Tech Groups, etc. sorted out, tickets should go to the correct Tech based on the specific request type, no? FWIW, I've gotten ok support from Solarwinds on the API,…

The API uses the REST architecture. So it is basically making GET, POST, PUT, and DELETE requests via HTTP to identify a resource and/or perform an action on the resource, which, of course resides in the database. What exactly are the concerns for using it in production? I'd say the biggest con is that the API is fairly…

A while back I created a support case with the same issue; when AD accounts are re-enabled, the WHD account remains set to 'inactive'. This is the response I received from support: With regard to the problem you reported, the behavior is by design. Unfortunately, this cannot be changed due to constraints in the Lightweight…

It looks to be a timeout error. If it works most of the times but errors at other times, that would indicate to me latency in the network somewhere. You might try increasing the 'Connection Timeout' value under Setup > E-mail > Options and see if the error persists.

Any chance the Tech has a filter set when in the Group view?

Is there any change if you increase the value for the connection timeout (under e-mail options)?

Under Setup > General > Look & Feel, you can change the settings to 'Custom' and enter your own hex/color values. Refresh Preview to see how it looks. There are some CSS style sheets you can grab, from the same page, as well. HTH

Sounds like a cool idea. Throw in a feature request and see if you can get some votes!

You can reset ticket numbering using this guide: Delete all tickets from the database to reset ticket numbering - SolarWinds Worldwide, LLC. Help and Support