mccabejr

I manage this with a shared Query that checks for tickets without assigned Techs.

Except the signature is not applied when adding a note - at least not in my experience. All you see is the full ticket and the addition of the note.

HolyGuacamole : Thank you kindly for taking the time to dive this deep into my inquiry! I will have to play with this information and identify what works best in our situation. Your help is very appreciated!

I have since added it. Thanks for the idea, ryoung.

Oddly enough, without changing anything else, I was able to get it to finally "just work" by re-attempting to configure the server a few times. No idea. Anyone know if there are logs I could dig through to try and identify the issue for the future?

Yes - I was going faster than I was thinking, sorry. I would recommend shifting to "Rule Triggering > When criteria did not match before the Ticket was updated," so - if the ticket gets assigned to someone (or someone new), based on the Technicians selected in the Criteria tab, it should send the e-mail.

There IS a manner, at least in WHD 12.1.0, that you can propagate Request Type settings to child Request Types. Sadly, it seems like it's an "All-or-Nothing" approach - on both fronts, though. Force Child Request types to inherit from the Parent Request type: - Select the Parent Request type desired; - Scroll all the way…

HolyGuacamole: We're running NPM 11. When I use the Custom Table resource, I get the option to add all sorts of information. However, I don't see the Custom Poller information (pollers and values) listed. I'll try and find this in the documentation and see what I'm missing.

aLTeReGo - Sorry for the delay in responding. I was out of the office for the weekend. Anyhow, to answer your question, yes. From the local DataCenter, on the Windows server hosting the SolarWinds Orion suite, I can map to the \\RemoteServer.domain.fqdn\c$ and \\RemoteServer\c$ with the credentials provided for the…

To hide the Assets tab from the Client interface, do the following: - Log into WHD as an Administrator; - Go to Setup > Assets > Options - De-select "Clients Can Search Assets" - Click "Save" in the bottom right-hand corner - Test/Verify by switching to Client View

I haven't found a way, to do this (yet) myself.

Thanks for taking the time to confirm that I'm not just missing it, kjette and Mira Adornetto!

So, working with Tech. Support over the last couple days, we were able to isolate the underlying issue and I've worked through the problem. The bit of information I was missing/didn't know was the fact that when a WHD Administrator opts to modify the "Setup > Tickets > Status Types > Options" and assign particular Status…

Actually, it looks like this may be my best answer unless someone has a better recommendation: Re: Customizing the UnDP Summary Chart Bubble

I've only been working with the product for a couple days - conducting a quick deploy for the organization. Anyhow, I have not been able to find something along these lines. Everything I'm seeing with custom fields is pretty simple with no behind the scenes logic built in, yet. If you haven't already, I would recommend…

Sadly, I don't see anyway immediately in the web service to do what you're looking to accomplish. I would certainly recommend adding a Feature Request to add this as an option to the Tickets configuration: Web Help Desk Feature Requests

After bringing in Tech. Support, their "fix" is to upgrade to 6.1 RC2. If fixed the issue.

The only way I could think of doing something like this would be to leverage the Action Rules functionality. So, for each Tech Group, you would create an Action Rule similar to the following: - "Setup > Processes > Action Rules > New" - Action Rule Info tab -- Ensure the Action Rule is enabled -- Select "Rule Triggering >…

I actually resolved the issue by clearing the FF cache - disregard.

juliebailey: I would be interested in assisting with your Feedback session.

I am on my phone and don't have my installation to check with, but I believe this ia a modifiable option based on the Tech Group used. So, if a particliar Request Type is assigned to a specific Tech Group AND that's configured to email the supervisor, this will happen.

As of now, this is currently not available. The only options you get are the basic ones at the top of the note editor and all pictures have to be uploaded "somewhere" and linked via the image button. Here in the future, I definitely hope we see (at least an option for) a WYSIWYG editor for all multi-line text boxes.

This is probably a question better asked within the Network Performance Monitor forum.

Matthew L. from the Support Team helped resolve this issue. I'm sharing the "fix" so that everyone else can have it - if needed: Usually when the scans are stuck like that, it has to do with the job engine either being stalled w/ the IPAM jobs or the jobs themselves are stuck. What I recommend doing is replacing the job…

In case anyone else runs into this problem, this is what it took to resolve: - Shutdown the Web Help Desk service - Launch SQL Management Studio - Modify the local admin account IAW http://knowledgebase.solarwinds.com/kb/questions/4600/Re-Activating+the+default+admin+account - Set the WHD_License_Key to NULL under…

This is probably a question better asked in the Network Performance Monitor forum.