pabely ✭✭✭✭✭

When you say moving from On-Premise to Cloud, is this a move from Web Help Desk to SW ITSM?

Doesn't the WHD12.8.2 release resolve this?

You can try using the following URL https://servername/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/view?tab=group but I don't think it remembers the last one used.

Why not setup a Query for just your short term staff Tickets - here assuming these a specific Request Types Then call that Saved Advance Query on demand?

What is WPM - Do you mean a Web Help Desk Dashboard?

Should be fine, as long as on the new Server the connection user has been setup correctly as it will be dba of the SQL Database.

Setup > Tickets > Options > Client Options > Client Priority Option = None "Client Priority Option Indicates if all Clients or only Client Admins (both Location and Department) are permitted to set the Priority level of their Tickets. Otherwise, new Tickets will be assigned the <b>Default Priority</b> setting. A setting of…

Sounds like insufficient file channels defined in whd.conf file, the default of 25 is never enough for production systems.

This Ticket was last updated on March 19th, was the Status changed at that point? Assuming Saturday & Sunday are non-working days the 26th would be 5 working days later so looks good to me without seeing the Ticket History.

That is correct, the prospect would like to see the IPv6 traffic within the Kiwi NG UI, just like you can with IPv4 traffic.

Just tested on my WHD12.8.1+HF1 test system and had no issues - There have been many fixes applied since 12.7.7 so strongly advise an upgrade or retest on a Test system that uses a copy of your live database.

Is this logged in the correct forum, does not seem to be a WHD question?

I cannot see that the API exposes this PO Information.

Correct, once the Create Tickbox is done it will ask for a local SQL Admin to use to create the fresh database and dbo of that database you have specified above.

Don't believe this is possible because Actions Rules only get checked then the Ticket is touched by Tech or Client. You can have a Dashboard to show Tickets that have an Alert Condition though so overseers can see once a breach has occurred if their normal Group Ticket view is too busy.

Not sure 12.8.2 is "right around the corner". As with any software updates, I'm sure it will only be released when fully ready and passed QA regression testing. The fix for attachments again within the Client UI was a big win for many in 12.8.1.

Sure we had this at one of our sites, upgrade to WHD12.8.1 then 12.8.1+HF1 to resolve. WHD is applying Password Complexity Rules incorrectly when it does not need to be applied.

What version of WHD are you running?

https://documentation.solarwinds.com/en/success_center/whd/content/release_notes/whd_12-8-1_release_notes.htm Fixes: 10459, 10498, 10518, 105125, 105182 Resolved issue where users could not add attachments in Note section on already created ticket in Client UI.

What version of WHD? If this is within the Client Interface known issue - upgrade to 12.8.1+HF1

PROBLEM_TYPE

Don't believe so.

Most of ours have abandoned using OOO now and just using old vacation flags on Tech records.

I think this was the general hardening of the application to only allow authenticated access.

Yes use the following document which explains what is possible www.solarwinds.com/.../web help desk api guide.html

I would put the system in Debug Log Mode, get End User to reproduce then collect logs via Health Check Report and supply to SW Support via a new case for a more detailed analysis.

Are they doing anything different from other Users, ie adding an Attachment as well? Are they a Client Admin so can add on behalf of other users? Do you run WHD with a certificate installed ie over HTTPS?

Can you login to PostgreSQL via the pgAdmin4.exe tool? Have you spare space on the drive hosting WHD?

There is an SMS feature in the Technician setup record but Technicians have Location Group membership, not Locations. I would create an Action Rule to send a Fixed E-mail Alert to a known audience's SMS addresses. In that way, you can control the Action Rule by the Location of the Ticket submitted.

Are Ok. worried that it was an issue with WHD in resolving HOST names. Thanks for the clarification.