justin.gray

Here's a quick how-to for permanently deleting tickets: How to permanently delete tickets in Web Help Desk - SolarWinds Worldwide, LLC. Help and Support

You can set that under Setup > Techs > Tech Groups > Tech Group Levels > Force E-mail Notification to: Alternatively, each Tech can toggle notifications under their profile. Admin can set as well under Setup > Techs > Techs > specific tech > Account Info > Notifications HTH

In case anyone happens to be following this, we can confirm that upgrading to WHD 12.6.0 with Hotfix 1 does not resolve the issue. History items are still appearing out of order. Still have not received confirmation whether this impacts appearance only or functionality, as well. More logs sent to support in hopes of an…

Spoke with support this a.m. Their best solution was to increase JVM memory, despite the fact that utilization hovers between 15-40%. They also recommended bumping system RAM to 12GB+ as well as restarting WHD services nightly. We have 21 Techs total, with maybe 10 logged in concurrently at any given time. They recommended…

I hate to sound negative, but based on Solarwinds WHD support (lack thereof), lack of meaningful WHD development, and lack of Solarwinds support presence in this forum, I can't say I'm enticed to look at any Solarwinds products. For the time, we'll stick with WHD simply because it will be a major undertaking to switch to…

You should be able to just hit the drop-down arrow and select a refresh rate (1/5/10/30 minutes). I don't believe there are any options within the program to disable this. If the menu option is not working, try the same in a different browser.

This infographic highlights the differences between the free tool and the paid version. You are correct that Asset Tracking is not available in the free version. The paid version certainly has more features and functions. It's really a question of whether or not you need or can use those features and functions in your…

Are you referring to Time Until Due? You can tweak those settings via Setup > Tickets > Priority Types & Alerts.

So just to clarify; you've created a Gmail account/inbox and you can successfully log into it normally (via web browser) with the credentials you created? If that's confirmed working, how do you have the incoming mail server configured? We are using Gmail and have it configured using IMAP (imap.gmail.com, port 993 for SSL).

Are you able to log into that inbox with the credentials entered in the WHD config? If so, do you see the messages there in the inbox?

I'm not sure what your environment is like, but it seems like it would be optimal to configure your escalation paths/rules within WHD. That way, regardless of method (API, manual escalation, etc.) the ticket will get assigned to the correct Tech. I've just started playing with the API myself, so unfortunately can't be any…

This has been a recurring theme since Solarwinds bought and took over the product about 5 years ago. Unfortunately, it doesn't look like this will change. And as you can see if you've been around here for a while, the community is dwindling as well --witness the lack of posts, lack of responses, and fewer returning after…

Yes, you can create specific Tech Groups. You can then use 'Tech Permissions' (Setup > Techs > Tech Permissions) to limit access/visibility by Location Group and/or Department Group. You can also set Ticket Permissions to 'Limit to Assigned Tech Groups'.

Setup > E-mail > Options > Incoming Mail: Create Accounts for Unrecognized Senders You'll probably want to configure Accepted Domains to keep things in check.

Click on the 'Messages' button you have circled in read. On the 'Messages' page, scroll to the bottom/end and you should see a button: 'Delete all unlocked'. That should remove all error messages.

For each Request Type (Setup > Tickets > Request Type), you can select the 'Use Models' box. This presents the user with the option to choose from either their assigned asset(s) or choose a specific model. This means the asset must first be assigned to the user, though. HTH

By 'upload files', do you mean for Assets specifically? If so, there is documentation available here: SolarWinds Web Help Desk Help

In Setup > Request Types, drill down to the sub-request. Look for the corresponding ID in the far right column. You can then use this ID in the json file: "problemtype": { "type": "ProblemType", "id": 10

I typically use Nmap (Zenmap with GUI) for this scenario. It's a free tool and is simple and effective. It might not always be able to identify the OS, but you can at least see what ports are open to get a pretty good idea. HTH

Yes, under Setup > Email > Options: E-Mail Content Regular-Expression Filter If provided, the part of the e-mail content that matches this regular expression will be stripped out. For example, the following expression will remove a RFC3676-style signature from the bottom of an e-mail message (i.e. a signature beginning…

How is your LDAP sync configured? Are you syncing with existing WHD clients only? Are you deactivating clients that are not in your LDAP directory? How is your attribute mapping configured?

Just spent about an hour on the phone with Solarwinds support and they confirmed the same; Technicians can have permissions to import everything except for Parts. At this point, only Admins can import Parts. They've submitted a feature request to their developers and I have created one, as well: 

Integrate how? What are trying to accomplish?

Yes. Under Setup > Tickets > Priority Types & Alerts, you can set your criteria along with a 'Client Reminder Interval' for automated notifications. You just have to remember to then go into Setup > Tickets > Status Types and enable Alerts for each Status Type you want this for. HTH.

We encountered this when using the API to create tickets. Not sure if this is the case in your scenario. Support identified it as a bug (over a year ago), but no updates as to if/when it might be resolved.

Not sure about the Linux appliance, but running v.12.5.1 on a Windows box, we have the option to download the template as a TSV, CSV, or Microsoft Excel file. I tried both the CSV (which defaults to MS Excel Unicote (UTF-16) file encoding) and the Microsoft Excel file type. I could open both files without issues using…

We use the following for incoming: And the following for Outgoing:

Yes, pretty much the same. Once in Resolved status, you can prompt the client for confirmation. If no, ticket status goes back to 'Open'. If yes, ticket is closed. You can also set Resolved status to 'Closed' after 'x' number of days.

Anyone experiencing this? Essentially the Action Rule runs properly and sets the correct Request Type and Tech Group. But WHD does not assign it to the correct Tech once this happens. Manually selecting either the Request Type or the Tech Group works properly, so I know this part is good. So far support has been of no…

Well, I was dead wrong there. While you can't achieve this via 'Modify Ticket' action, I found the additional action; Assign to > Tech Group So I added that action. And it doesn't work, either. Now I have in order: * Email arrives * Action rule runs and changes Request Type from 'Email Report' to correct new Request Type…