kellytice ✭✭✭✭✭

Hmm.. the default behavior on mine is the way you desire it. Specifically, i have a couple of Companies: Bluth Company TexasInterests Those each have a couple of Locations assigned to them: Bluth Company Banana Stand Bluth HQ TexasInterests TI-Austin TI-Houston (and i have a couple of other Locations not noted above) When…

Technically, this should be in the DameWare product forum Check out this thread; specifically the post a couple of entries down "by bryan on Tue Nov 20, 2007 11:19 am" Short version: "The need for Permission (Accept/Decline) when connecting to a remote machine using the MRC software is primarily based upon what right you…

Do you mean you are just renaming a Request Type? In my environment i have a Request Type Facilities which i renamed to FacilitiesNEWNAME. After i made that change and did a ticket search, all the tickets that previously showed Facilities now showed FacilitiesNEWNAME. Was there something else you were changing about the…

Yep... You can create one (or more) LDAP connections to your Active Directory environment. Each LDAP connection can be pointed to a particular container and can (optionally) pick up the users from the other containers below it. When you define the LDAP connection (Setup -> Clients -> AD/LDAP Connections) there is a field…

The mail server you point to for the Outgoing Mail Settings needs to be configured to "relay" email messages out (e.g. you need to point it to an SMTP Server). If you're using an internal Exchange environment for your mail you'll need to configure Exchange to have an SMTP server (if you haven't already). If you're using an…

Notes on this (just FYI): * Creating a Message will allow you to put in info for people that have come into the Web Portal * When a Client logs into the web portal, if there is a new message they haven't seen, they will get directed straight to the "New Messages" page instead of the normal default (ticket submission page).…

functionally that shouldn't be much different - although you might have to specify a command line parameter to make it run silently.

Generally, the Windows Update Agent on the machine is the 'thing' that is doing the install when you use WSUS to deploy updates. It runs under a "System" context - not as the currently logged in user. You can kind of think of it like System is another user with its own (hidden) desktop that the currently logged in user…

Hmm.. i don't think so. If you are pulling Client users in via an LDAP connection to Active Directory, you can modify that LDAP connection's Attribute Mappings to say what field from AD should populate the Location field in WHD. But it can't do a translation of WDC = Washington, DC

OK, so you already have Clients (end-users) assigned to their Location - that's a good first step! I'll assume that you have a Request Type created named "Copy Count Reset" or something like that so that Teachers can select that when they need more copies. Side note: if desired, you could create a Ticket Custom Field that…

Yes, you can have multiple Incoming mail email addresses. You can have each of them route into a particular Request Type.

That should work, though of course i would recommend you try it out on a test WSUS before consolidating them to make sure it will work for you. Basically, if you're in Patch Manager, you can right-click on one of your WSUS Groups (e.g. All Servers) and choose Approval Delegation: In the example in the screenshot, i just…

Can you look at the WindowsUpdate.log file for one of those clients? side note: Microsoft changed the way you view the WindowsUpdate.log file in Windows 10. https://support.microsoft.com/en-us/help/3036646/how-to-read-windows-update-logs-in-windows-10-version-1607 Are there any indicative errors in there? I've seen a blog…

Some fields are captured in Asset History, some are apparently not. Changes that show in Asset History: Client added or removed Department Room Asset Number Status Location Changes to Asset Custom Fields Other fields like MAC address, IP address, etc.. are not captured there. It sounds like this would be a Feature Request. 

Check this article out; it may help here: Increase the Java Virtual Machine (JVM) memory - SolarWinds Worldwide, LLC. Help and Support

So, technically, yes you can do that, but you might not want to as the text that shows on that button also shows on the "Save" button in the Tech view for a ticket. If you're OK with that, then steps are below : You would need to: * Go to the %Program Files%\WebHelpDesk\conf\labels and create a simple text file there with…

You have the option of restricting your Techs to ONLY see tickets for their own Tech Groups. This is done by assigning a Tech Permissions set to the Tech(s). Within the definition of Tech Permissions, the specific setting you want to toggle on is called "Limit to Assigned Tech Groups" So, if you have a Request Type…

Unless you are gathering that information from another source (Casper, Apple Remote Desktop, some other program with a database) and then importing it in, WHD does not have any function to discover that information for you. There is, however, the ability to create an Asset Custom Field and apply that custom field to one or…

You can't do that through a survey, as they can't be configured to send on ticket creation. What you can do however is create one or more Ticket Custom Fields and assign those to the particular Request Types (categories) that you have defined for those security access requests. You can mark the ticket custom fields as…

I think the option you are looking for is: Setup -> Tickets -> Options -> Enable Cancellation By Client Description: Enable Cancellation By Client Indicates under which conditions a "Cancel" option is available to the Client in the web interface and e-mail Ticket display.

I would question whether that rule should be "greater than or equal to". usually, for the installed rule you would make it just "equal to" if you leave it as greater than or equal to, if a machine happened to have a later version of the same software, WSUS would think that this machine also has this version installed so…

That typically is up to the Tech modifying the ticket. When they make a change to a ticket, at the bottom of the Ticket Details tab, there is a Recipients section. There are checkboxes for Client, Tech, CC: and so on. If any of those are 'checked', when the Tech clicks "Save and Email" those recipients will get an email…

There is not an ability to run a pre/post script or task for a group of updates. The only functionality like that in Patch Manager currently is the ability to run a pre- or post- update task for an individual 3rd party update by using the PackageBoot wizard when editing that specific package. As an example, if i have a…

For the Status of the ticket, I don't believe it is possible to have a specific Status only be visible to certain Tech Groups. As jeremymayfield​ noted, you may however be able to approximate that by creating a Ticket Custom Field...even then though, those are only restricted by Request Type...not by Tech Group.

Some thoughts/info: * It is not possible to have a different URL/branding for different locations/departments within one WHD instance. * If you did need completely distinct environments to facilitate that, they would be licensed completely independently. You are correct in assuming that the database would not be shared in…

The default behavior if you are logged into WHD as an end-user ("Client") is that on the History tab you will only see your own tickets. However, there is an option in WHD called a "Client Admin" role which can allow for some extra visibility of ticket information on that tab. You can grant that role to a Client user for a…

For duplicates I'd likely open a support ticket. It should be able to recognize that a machine is the same through a combination of serial number/mac address/machine name/ip address. If that's not happening it may be a bug or environmental issue. It may be that it *needs* a unique serial number and if that is not in the…

No, there isn't an option for dependency between custom fields.

there is a setting in each Client record that can disable email for them. one sec... yep here it is: Block WHD E-Mail to Client If checked, e-mail intended for this Client will be blocked, regardless of the e-mail settings on Tickets that might be assigned to that Client, etc. Hmmm.. but if you want to turn it off just for…

There is a spreadsheet template import option for ticket data. As long as you can export the ticket data from Track-It and make the data match the Patch Manager Ticket Import template column headers, you can pull that data in. Two notes: * If you have fields in track-it that don't exist by default in WHD, you will likely…