kjette

While I am sure that high security is important to some I'd really like to see SW comment on the justification of using a whole release on it since I haven't seen anyone here talk about it or any high ranking feature request submissions. I'm sure they worked very hard on it and its probably frustrating for them to see the…

Here is the announcement: http://thwack.solarwinds.com/community/solarwinds-community/product-blog/blog/2013/05/01/web-help-desk-v12-release-candidate-now-available

There doesn't seem to be anyone talking about v12 which was just released. Seems like most of it is for integration with other SW products but didn't include any of the more requested features. Does anyone know if this was considered a major service release or a minor service update?

So, just so I understand, the process you use sends the full ticket email to the people you specify as CC or BCC upon ticket creation in the action rule? I've been down the support road with them about this and was told it didn't work that way but I have found that we usually know more than them. 

Yes

I would try changing: Criteria Request Type - is any of - Incident to Criteria Request Type - is - Incident

Change Control worlkflow is pretty straight forward. You'll set up your Change Advisory Board under Processes as far as who will get the approval requests and the minimum approvals needed to proceed. Then you set up the Approval Process where you point it to the CAB you created in the previous step and also indicate which…

I have a noisy manager and I want to know when he puts a ticket in. Action rule criteria is his username and triggering is at ticket creation.

That is correct. Reports will only show you a summary view and in order to get specific ticket content it has to be done manually with queries. This is another one of the missing features that all call management solutions should have IMO. WHD has several.

Haven't seen that one. Whats on your Criteria tab?

Yes I have no idea how to use custom templates. What I was referring to Action Rules which is in the Processes section of Setup. You can set up an action of email on a rule and thats where you would add the variables I mentioned before. Going back to Templates for a second, you can add them there as well but I have no idea…

The fact that I can't send a decent looking email with an action rule has been on of my biggest complaints. We should be able to check a box that enables us to send the whole ticket instead of building it field by field. As far as the action rule to send an email on ticket close would it also send a survey? I looked at the…

I found the Admin guide sparse and full of errors and omissions. With that said it is very easy to install and configure especially if you're going to use the built-in Frontbase database. This decision should be made at the very start because if you decide to migrate to SQL later there isn't an easy and clean way to do…

Thats not bad but I'd watch it for a few minutes to make sure it isn't spiking. Mine was creeping up over the course of about 3 or 4 minutes to about 99% and then fall back and start the process over. SW support sent me the following for setting your JVM memory properly: 1. Stop Web Help Desk. 2. Open the WHD installation…

Imo this is one of the biggest feature gaps in WHD and almost kept me from implementing it. The new employee scenario is a great example where there is just no clean way of doing it. We finally settled on an approval process where each area gets the "task" notification in the form of an approval request and all areas have…

Understood. Fortunately I'm the Support Mgr so I CAN obligate. 

Thanks, this worked but it shouldn't be this hard to get an email with ticket information. Instead of building the email field by field there should be a checkbox to just send the ticket.

I must be missing something too because this has never worked for me. As far as I can tell the only thing the Modify ticket action above does is to set the default email recipients on the ticket but doesn't email the ticket on creation to those recipients. The Send Email action does but you have to build the fields you…

Mine fire off all at the same time

I've been doing it this way for a long time and wanted a better looking email sent by an action rule. I have to send this email out to a group of managers\execs and the email an action rule generates looks highly unprofessional and I've had some uncomfortable questions about it like "we're paying this money every year, why…

Thanks, yes it makes total sense. I should have used better terms. We're an internal service desk and we don't take a lot of calls either. I should have said 1st contact resolution. I'd like to know the rate my support analysts are resolving tickets without involving other staff through escalations. If that rate is low,…

Sadly thats the one feature thats missing but I don't think Alert Central did that either. OpsGenie has a direct integration with Solarwinds NPM and I'm hoping now that they have endorsed OpGenie we'll get the same for WHD. I have already asked the question.

Yes, I believe its a bug. I opened a support ticket but have been having trouble getting them to understand the issue. 

WHD isn't as robust when it comes to Incident\Problem management as I'd like. Due to our process, it takes 3 different apps for this: WHD - initial Incident reporting platform and tracking Sharepoint - Problem tracking (after the incidents are closed) to track who action steps are assigned to and progress since WHD can't…

What would you like it to say? The only other text I know of is below. Setup>Clients>Options and change the Client Login Attribute to Username. My users like this a lot better than typing their email address in each time.

Yes, that is true. All of my WHD clients have one email address associated with their account. Not sure how you would make it work since its looking for the email address to validate the user.

If you sync WHD with LDAP then their login will be the same as their AD login. We also just recently switched from another product that didn't us the LDAP. Now that I have it syncing its been a feature everyone loves.

Whenever a feature is asked about thats not included we're always pointed to the Feature Request page. Since 12.4 is "focused heavily on security and specifically on FIPS compliant cryptography" I'm wondering if any of these top 5 feature requests will be included: FAQS LINKED TO MULTIPLE REQUEST TYPES CHECKLIST WITHIN…

You would go to Settings\Processes\Action Rules and create a new one.

Say for example you wanted the client and request type in the email you could add the following to the template: Client - <client> Request Type - <request_type> I just tested this and it works. The list I provided is not complete. I've asked SW int he past for a complete list of tags and have been told there isn't one they…