mcgeg

Reporting in WHD is woefully inadequate. SQL reporting is the way we have got round it until it is improved - if it is ever improved.

WHDs support for customized email rendering is very poor compared to other products - something you think would be easy to add. There are some feature requests in the ideas section but from what I have seen it is not in the roadmap at present. I believe it should be added as just about every company wants to use corporate…

Thanks guys - that's been a great help.

You don't have to put it on a separate server but it is always recommended as a web based server and a DB server on the same server is not good practice for many reasons. For evaluation it will be fine but may be a bit slow on the VM you specified. You need to install NPM first then SAM - get the latest version of both. I…

We have this setup also. You can send the techs an email by ensuring Techs > Tech Groups > Tech Levels Force E-Mail Notification To is ticked appropriately. You can also use action rules but I would not recommend this as you cannot format emails well from within there.

There is no category for Client so I am guessing the answer to your question is no. I would say this is something that needs added. As well as a ticket report for Techs also!

I have set this up successfully. I would not follow the guide as it is missing some vital bits of information. You will notice that in the release notes of the new forthcoming version that there is improvements to the ADFS documentation - this is down to some work I did with their support desk to get ADFS working. I would…

Yes it does but you will need to use POP3 or IMAP as your incoming source. For outgoing it is simply SMTP. Exchange 2010/2013 can use Exchange Web Services which is a much better way of allowing an incoming source. Exchange 2007 goes EOL in 2017 and if you can I would look to use this as another reason to move to 2013 as…

This is not possible at the moment. I am sure I have seen a feature request for this but for it be included on the Client Info tab rather than the Ticket Details tab. For me it should be a choice on the Ticket Details tab but a given on the Client Info tab! I hope that answers your question and also development are…

You could also look at using Location Groups?

We have a similar set of requirements and use action rules to implement ticket flow based on Country initially but only for monitoring tickets. As long as its implemented at creation only. The issue we have is that we have clients that travel throughout the world to our various locations and therefore we cannot link their…

What version are you running? How is your email setup?

I have been using the integration variables quite a bit recently and have noted that the documentation is severely lacking. I hope this is improved whenever the new version is released.

Did you get a solution to this?

From my experience I will try and help answer your queries: 1. Can WHD maintain relationships to multiple solarwinds sources? YES 2. As part of this relationship, does location and asset/inventory data get automatically integrated? YES but you have to include the variables in the alert sharing in Orion. 3. What…

Might be something as simple as browser caching. Try clearing your cache and log back into WHD.

I would definitely be interested but sounds like I may be too late.

Hmmm not sure if you can achieve this. You would need to use Action Rules and there is no NOT or OR operator for last updated in Web Help Desk. Pretty sure we have asked for that as a feature request as we would like to know which tickets have not been updated by anyone (not just techs or clients)

That error message looks like it is coming from your Exchange server / mail server. That usually indicates back pressure where the hub transport server is struggling for resource. To test telnet directly to your mail server and try sending a mail to the configured web help desk account.

When I started using it I also found it to be very difficult to find what I needed and not intuitive. The customer portal is also pretty poor. I have got used to the quirks now however........

The Flag checkbox is a tech level only feature. The only way you could achieve unflagging something would be through Action Rules but this is not configurable from there. Sorry - not much help but these are the answers to you questions.