kellytice ✭✭✭✭✭

If they are not restricted in Tech Permissions, the default view of a given Tech on the "My Tickets" view would be only those tickets directly assigned to them, and the view on the "Group Tickets" view should only be those tickets assigned to the Tech Groups that that Tech is in. So, simply giving them access to the other…

There is a KB that talks about this, but the short answer is: it's easier if the Patch Manager server and the WSUS server are running the same (or similar) OS. So, if one of them is 2003/2008/2008R2 (which all use WSUS 3.x), for easiest use the other should be one of those OSs as well. If one of them is 2012/2012R2 (which…

One option would be to track the contracts directly as an Asset record instead of tracking it as a Purchase Order. You can create an Asset Type called Contracts and then create any Asset Custom Fields that you might need to store info about those types of assets. Any given Asset record has a default field in it "Service…

Don't believe this is possible aside from (potentially) writing a query to change it in the db directly. 

Setup -> General -> Options -> "Web Help Desk Name" is probably what you're looking for.

Patch Manager can uninstall .MSI-based software from a single machine or from a group of machines (WSUS Patching group / OU / domain / SCCM collection / Patch Manager Computer Group). The uninstall does not work for .EXE-based software though. To do it, you would want to identify a given machine that has the specific…

So, two ways i can see that you might approach this. 1st way: There is a type of report called a Billing Report. You could make one and key it off of Tech as the "category" in the report definition. here is an example. I had a ticket (Ticket 4) where both Frank Frink and Joe Admin added notes to the ticket. Frank's note…

No, that functionality is just for the internal WHD client account; WHD doesn't have any functionality around changing AD passwords (even with LDAP or SSO configured).

It's not possible to force them to select a model. The closest i can think to get you there is that you could create a Ticket Custom Field and set that custom field to show up on the particular Request Types that you want it to. That custom field could either be a list of models (note: that would be a manually populated…

Hmm.. I honestly can't figure this one out unless it is just intended as a static kind of reference for someone to contact about that Company. I have a feeling that perhaps there was something intended about Escalation, whereby tickets could be escalated up to the Tech assigned to a Company, but the options around…

No, but you can create a query (Tickets -> Search -> Advanced Search) and save it. then, anytime you are on a 'normal' ticket view like My Tickets or Group Tickets there is a dropdown at the top from which you can run your query as desired.

Just FYI, if you do choose to move it: SolarWinds Knowledge Base :: Moving Your Web Help Desk From One System To Another

You might be able to get away with granting them a a "Client Admin" role for the Locations they cover, which does not require a Tech license. One of the options there is named "Client Admin Can Report for Others". The name there is not super-clear, but it really means "can open tickets on behalf of other Clients." You…

So, if you have configured a WSUS Inventory task to pull info from the WSUS server periodically: Yes, you can run some reports that are filtered to only show data for 3rd party updates. What we are going to do is add a field called Update Source to the " filter criteria" section (and optionally to the "fields to include"…

No, the custom fields can't be applied to an individual note; they are just applied to the ticket itself.

to remove it permanently, you'd need to modify the approval process itself if you open up an approval process you can then go to the "Request Types supported" tab and remove the ones that you no longer wish to be associated:

You should be able to build a report from the WSUS Reports -> Windows Server Update Services folder to accomplish this kind of list (all currently published 3rd party updates). Go to WSUS Reports -> Windows Server Update Services and create a New Report under that folder. You'll want to add the Update Title field from the…

The optional web console (that can snap into an existing Orion console) can be useful as a slightly more graphical reporting mechanism, but the report/info there is not configurable...it just provides a decent amount of summary information about the WSUS machines/updates. It is a read-only view, and the reports included…

Some stuff will likely be manual deletions (like Locations for example). For the ticket data, this link describes how to clear that out: Delete all tickets from the database to reset ticket numbering - SolarWinds Worldwide, LLC. Help and Support For assets, you would go to the Assets tab and do a blank search to find all…

When a ticket is submitted, the due date/time would be based on the Priority of the ticket. Each Request Type will have a default Priority associated with it so each ticket will get a due date/time on creation. You can define your own custom Priority levels if you want. I would think you could, however, have a custom field…

That would only be possible if the installer is a Windows-based program, is an .EXE or .MSI or .MSP and can run silently (without user interaction). If all that is true, you could build a package for it and use Patch Manager to get it into WSUS or SCCM for deployment.

It might be possible to do it with SQL, but i don't think that is supported if you were to mess something up. The supported way would be to: * [If you are using LDAP to pull in your Clients AND your Active Directory has current Location information set in the user records] Map the Location field by editing the LDAP…

Currently, in WHD, FAQs can be created by a Tech either directly in the FAQs tab or from a Note that the Tech is entering into the ticket. In either case, when saved, I believe the FAQ will be in a non-approved state. An admin would need to - at some point - go into the Tech side, go to the FAQs tab and do a search for…

Hmm.. I don't believe that is possible. One possible option would be to create a new Discovery Connection but instead of choosing the pre-defined SCCM option you could choose the "Database Table or View" option and choose "Microsoft SQL Server" as the sub-option. You could then look under the Attribute Mappings tab and see…

There are Dell catalogs available that contain firmware updates. Assuming Dell releases a new one and puts it in their catalog, you can sync that down to Patch Manager and (optionally) publish it into WSUS or SCCM for deployment. A consideration that might not be super obvious: I believe that the Dell packages use some WMI…

The reports under Reporting -> Configuration Management -> Computer (General) are pulling information from the Patch Manager database that was put in there during a WMI-based hardware/software Inventory task. The information being presented in the 'real-time-if-you-refresh it' view (your top screenshot) is directly…

There is an option on the bottom-right corner of the each widget to resize them. Here's an example of some that have been re-sized:

I don't believe it is possible to restrict them given the current Tech Permissions options. For feature requests, you can submit them here: Web Help Desk Feature Requests You can also go there to review and vote on Feature Requests other users have entered.

Yes, if you just mean you want to change the text so instead of Phone 2 it says something else like Mobile Phone you can do that. it is done by creating a text file called CustomLabels.properties with the 'replacement' labels you want to be reflected in the product, and then putting that file in the…

That's not currently an option in the software.