kellytice ✭✭✭✭✭

There isn't a "form creation" function, per se. Instead, you would define various Ticket Custom Fields and then you would assign those custom fields to the particular Request Types that are relevant. As an example, here i have created a few custom fields and applied them to my IT Request -> Hardware Support -> Desktop ->…

If you go to an update view for your WSUS server in the Patch Manager console (like "All updates" or "Security Updates", etc...) there is a column for the list of updates there that can be filtered/grouped/sorted on called Is Exclusive.

Your scenario ('main' patch server at site with the bulk of the machines, Auto servers at remote sites) is a fine plan. Just like WSUS, Patch Manager doesn't really care about domains. It is easiest if you: * Add your domains into your Management Group (the default for most environments is to just have one Management Group…

There is a page here that talks about the various authentication methods WHD can use: http://www.solarwinds.com/documentation/webhelpdesk/flarehelp/whd_12-3-0_pa_en/content/helpdeskconfigureauthentication.htm‌ Perhaps you could use one of these?: HTTP HeaderUses Web servers (such as the Apache HTTP Server) to forward…

more than likely a firewall issue. first test: from the WHD server, can you get to http://127.0.0.1:8081 ? second test: from the WHD server, can you get to http://YourWHDservername:8081 ? third test: from another machine, can you get to http://YourWHDservername:8081 ? If the first two work and the third one doesn't, i'd…

I'll start by saying: I haven't done this personally, so i don't know for sure that this would work. What i would try is: on the target server, install WHD with a MySQL database as you would if it were a new machine - and go through the whole process of creating the database and then running through the getting started…

Yes, that is a somewhat annoying default setting. Each individual Request Type has a setting in it called "use models". You'll want to deselect that for each Request Type.

When using WSUS, you would just publish the 3rd party updates to the upstream WSUS server and it will flow down to the downstream WSUS servers along with the Windows updates. From my understanding, it is much the same in SCCM. You can't publish to a downstream WSUS, so you would just publish the 3rd party updates to the…

Although there was some delay, this should be currently available in your Customer Portal.

I don't believe there is a way to simply click a box to make it 'private' for Techs. Each Request Type, however, can be restricted to only be visible to certain users - that is done by Location or Company or Department . If your Tech have a Department of "IT", for example, you could make it so that the Employee Termination…

I don't believe it is possible to schedule survey result reports.

OK, so we'd need to see what your rules are - specifically the Prerequisite and Applicability rules since those are the two rulesets (together) that determine overall Applicability for a given package.

Nope

The only setting that should need to be enabled is the "DameWare Integration Links Enabled" option under Setup -> Assets -> Options. If the DameWare Mini Remote Control (or DameWare Remote Support - whichever the Tech is using) was previously an older version, I'd reckon it is possible that it is not recognizing the…

A couple of other points: If the WSUS server is using port 8530 and you are pointing your client machines to that WSUS server using a domain GPO, you'll need to add that port to the URL in the GPO that points them there. e.g. if my WSUS server is using port 80 it might just be http://WSUSServer but if it is using port 8530…

The only thing i can think of here is that if you have a Termination Task , that task can have multiple steps with each one going to whatever team needs to do that specific work. A given step in that Task can have a setting that says "don't generate the next Task Element until the status of this one is in X status"…

In the definition of the CAB, do you have it set to have 2 members and also have it set to require 2 members to Approve? I think that might be what is happening. Basically, if you require 2 people in the CAB to Approve, and there are only 2 people in the CAB, if either one of them DENIES the approval, it could never meet…

* Find a machine that has the specific version you wish to uninstall * In Patch Manager, select and right-click that machine, then launch Computer Explorer and go to the Installed Software tab. * Select the specific .MSI-based software you wish to uninstall and click "Uninstall" on the upper right. * On the computer…

haven't tried that exact scenario, but i don't understand why it would treat the uninstall MSI command any differently for that one than the Java ones. interesting. If you want to modify the .MSI that a particular package uses and DON'T want it to check to see if the checksum matches what it thinks it should be, you might…

There is now the ability in WHD to establish Parent/Child relationships between tickets. This page talks about using it for a new hire process: http://www.solarwinds.com/documentation/webhelpdesk/flarehelp/whd_12-3-0_pa_en/content/helpdeskautomateparentchildtickets.htm Essentially, there are three parts: * Create a Task…

It looks like almost everything there would need to evaluate as True for that update to be considered "applicable". Specifically: * either of the very last two must be true. * aside from those last two lines, ALL other lines must be true.

Typically this is because the certificate which WSUS uses to sign the updates as they are published to WSUS is not in all the right places. You may be able to run the Server Publishing Setup Wizard from within the Software Publishing node in Patch Manager to read that cert from the WSUS server and distribute it to the…

Assumption: you're talking about assigning it to multiple Tech users. An individual ticket will only be assigned to one Tech; it is not currently possible to assign it to more than one Tech. If it is some sort of process that you are doing where the steps are always the same, you could probably use a Task to do that. A…

No, there shouldn't be. The program should uninstall cleanly. There may be a SolarWinds WMI Provider or SolarWinds Client Components in Programs and Features; if so you should be able to uninstall that from Control Panel. The only other thing that might typically be left over is that Patch Manager may have created a…

It seems like it should be possible. If you check out the documentation on the WHD API, it may help you get there: http://www.webhelpdesk.com/api It is talking in the context of accessing the data using the API (typically from another program or from a script) but it generally provides some detail on the formatting of…

So the way that i understand it is: If they are just a Tech account that is not associated with a Client account, then the Tech will have to use the WHD username/password that you have defined for them to login to the system. No LDAP possible in that scenario. However - if you pull in Client user accounts from LDAP and…

No, unfortunately you can't modify/add columns in that view.

You should be able to do this by doing a 'bulk action' to the tickets. To do so, go to Tickets -> Search Tickets -> Advanced Search and craft your query. In the screenshot below, mine is looking for: * Tech Group is IT Desktop Support * Status is Open * Status is Pending Hit Search. That will return results down below,…

If i understand your question properly, the answer is Yes. The setup of incoming mail addresses tells you that it wants the mailbox to be empty, If you point an incoming mail setup in WHD to a mailbox that is not empty, it will make you click a button that tells it to go ahead anyway (it gives you a button for "Confirm…