kellytice ✭✭✭✭✭

There is some functionality in WHD to get data from from any/all of 3 Orion-based products into WHD. Those products are: NPM, NCM, SAM. There are 2 points of integration possible: * You can set up an Asset Discovery connection to one of those 3 products and pull asset records from them into WHD. * You can set up a…

You should be able to have FireEye send data to LEM as Syslog.

I'm not sure what the logic behind not having the option to auto-close cancelled ticket is other than if they just assumed that a Closed ticket should represent something on which work was actually completed. You can accomplish what you want (cancelled tickets get set to Closed) by creating an Action Rule (Setup ->…

you can use barcode scanners with WHD, but they are basically just text input devices. Typically, people using them with WHD would use them with the spreadsheet template that we provide and scan the info into the spreadsheet, then import the spreadsheet to create/update the asset records. If you go that route, you should…

Assets can be assigned to a Location. Changes to that will be tracked in the Asset History, so you could review that information at any time. You might be able to leverage one of the fields like Warranty Expiration or the Service Contract/Contract Expiration fields to specify a date in there. For those, there is a…

hmm.. i'm not aware of a way to exclude a particular Request Type from one of the default views (like My Tickets or Group Tickets) ... and I'm assuming that's what you're talking about. One workaround, though, would be to create a Query (Tickets --> Search Tickets --> Advanced Search tab) that excludes those Request Types…

I'm not sure offhand what databases you'd need to query to get that info; I don't believe SolarWinds will provide a map. The supported way to pull that data would be through the REST-based API for WHD: Web Help Desk REST API Guide

The calendar will just track the information contained in Tickets relating to Due Time and Scheduled Time to Work. There is not an ability to add additional Tasks, etc.. directly into the WHD calendar. There is not a mechanism to schedule communications/reminders on an ad hoc basis like that. When they do connect with…

For something like this you could host your own webpage (or Sharepoint page or something similar) and create a form on that webpage. You or a dev/webdev person would have to write something to create a ticket in WHD using the Web Help Desk API when the user submits the form data.

I'm not sure if a 'wildcard' cert will work (it may - i just haven't fielded that particular question before so i am not sure). Here is some basic info on SSL cert for linux with WHD: Apply an SSL certificate to Web Help Desk in Linux via command line interface - SolarWinds Worldwide, LLC. Help and Supp…

This is a Feature Request. I actually see a couple of them; this one has the most votes currently; you may want to vote it up:

OK, so you can think of Company as the 'big entity' and Location as the 'smaller entity". The labels for those can be renamed if it makes more sense to do so (e.g. Company can become Region and Location could become Office, or whatever...) So you are right that it is limited in that if your Location is based on cities, if…

I can't think of a way to achieve this aside from training/asking the users to do that when they submit a ticket.

Not for the view, no. however, as a tech you could create an Advanced query to show just the things you want and save it. When you're on a view you can click on Query and select the query you made and essentially use that 'view' instead of the default of the Group Ticket View. You may have to do that each time you go to…

I don't believe this is possible. The closest thing to this would be Priority levels which can be set to email the Tech, The Tech's Supervisor, or the Group Manager if some particular action is not taken within a timeframe, but that action applies equally to Open/Resolved/Scheduled/Assigned tickets. So, based on a…

That does seem kind of buggy - since the first three i can understand - usernames are different. but if you isolate just those last two, they look identical (at least in terms of the fields shown there). You may want to open a support ticket if you are under current maintenance. If you think that your users are all "in"…

The little checkbox that lets you bulk-select the 100 currently displayed records: SHIFT-LEFTCLICK that. That should select ALL records on ALL pages, and the export should reflect that.

I can only think of a couple of ways to do this, and neither are particularly desirable: * You could have the location have a user name as part of the location name (e.g: AUSTIN (James Doe) , HOUSTON (Mary Bee) , etc...) so it is easy for the Tech (or whoever) to know who to lookup * You could create a lot of Action Rules…

So, from your outline of your goal, you should be able to do this by using rules AND configuring the Patch Manager Automation Server. I would: * take a backup/snapshot of the system (just in case) * Go to Patch Manager System Configuration -> Patch Manager Servers and run the "Patch Manager Server Wizard". * Choose the…

I'm assuming you've likely seen it by now, but that version of Shockwave was placed in the catalog the next day (6/14)

Is the installer for the McAfee agent an .MSI, .EXE, or .MSP? If so you could build a package for it and publish it into WSUS or SCCM with Patch Manager.

If it's an eval install, you can contact your sales rep and they can schedule a call with a Sales Engineer to help you out with the eval license

Under Setup -> Tickets -> Options there is also a setting for "Client required". If that is not checked, you should be able to create a ticket without a Client user associated.

So i believe you can do either group summaries or detailed info for individual computers, but not both in the same report. It sounds like you might be looking for something like this: I named this report: "Computer Update Status for selected WSUS Target Groups". All of these fields are from the Computer Update Status with…

no the Messages function won't email anyone to let them know of a change. You can make them "public" so that anyone can access them from the WHD login page (even before logging in) but it won't notify them about the fact that a message is there.

If you extract the files from the hotfix and the README for the hotfix tells you that you need to replace the file ImportantFile.dll which exists in c:\PM it is just wanting you to go into C:\PM, rename the existing file to something like ImportantFileOLD.dll, then copy the ImportantFile.dll from the hotfix folder into the…

if they are modifying the database and editing the Tech table, they could grant themselves access that way. You could likely change the password on the database.

Yes, Merging essentially means that one ticket 'wins' and the other(s) get closed. A better scenario for this situation (user1 puts in a ticket, then user2 puts in a ticket for the same issue) is to change the Ticket Type of the User1 ticket to Problem. Then when you open User2's ticket (or tickets User 3/4/5, etc...)…

Check out these videos: Package Creation Fundamentals (21:13)​ Custom Package Creation - PackageBoot Deep Dive (26:58) and these articles: Deploying Custom Packages with Patch Manager The five rules you need to know to build a custom update package

This is not currently possible in WHD. This is an excellent feature request.