pabely ✭✭✭✭✭

See support.solarwinds.com/.../How-to-configure-WHD-to-backup-an-external-database-in-WHD-12-7-8-HF1-and-higher

This looks like an Orion E-Mail Notification, I thought the question is to do with Web Help Desk?

I confirm on WHD12.8, I can manually assign a Tech who is flagged as OOO to be assigned the Ticket.

I will test for you, give me a couple of hours

Only via Setup > E-mail > Options

We were told by Support that WHD does not support multiple links to n number of separate Orion installations, which is most annoying as it lets you config this in WHD. WHD links to multiple Mailboxes, LDAP, Asset Discovery connections etc.

Not sure it was designed to upload to FAQs directly but you should be able to upload FAQs to Tickets like this:

Do you want to keep the first and only Due date or all iterations of this over the life of the Ticket?

Then the Template should apply unless you have it set that Clients get no Ticket updates but you are pushing out a reply via some Action Rule.

Are New Tickets being created via E-Mail submission or from the Client Interface?

Exactly, the same as other templates controlled here.

Do you want to save the previous due date, because the current one will be on column DUE_DATE_OVERRIDE on the JOB_TICKETS table?

I had a customer with this when on 12.7.12 and it was due to multiple admin accounts being present, I had to get a script from SW. You appear to be using the hosted version from Loop1 so I would approach them for support.

This is what I have got - so likely where we got it from.

Either everyone uses the single Tech WHD login, or use Client Admins across Locations. The API does allow you to extract attachments from Tickets.

Release Notes show only SQL2014, 2016, 2017 & 2019 so that will be the official line by Support. Perhaps @"Avadhut.Deshpande" can add future (provisional) plans for the next 12.7.14 release?

I am not sure one exists for Linux releases, I have only ever seen the free version within a Windows environment.

PS Provisioning would be a good goal but I don't think Development are near that yet via Azure or Otka yet.

Wow, you lose out on users selecting the correct categories (Request Types), forcing them to select custom fields and giving them the chance to check FAQs so they don't actually bother your support team. Win, win!

No it is not possible to append this view, unlike if you were within the Assets section itself. This is the benefit of using the Client Interface where the End Users would select which piece of hardware the issue relates to, saving the Technician's time in doing further research.

WHD12.7.13 is out now, might be worth upgrading to see if it is resolved?

Do you run over https with a certificate applied?

Are you aware a Hot Fix 1 is available for the 12.7.12 release, not saying this will resolve but the first thing to try?

You can't do this currently, hopefully, this will be fixed in the next release.

You are without HotFix 1 then, you might want to apply, not saying it will resolve but worth doing.

I don't believe I have seen such behavior before. Just for reference, do you restart WHD using the batch files, they are better in clearing out work files. As you say the majority of the time only two users see this issue, have you run the performance scripts as detailed here - I'm thinking item 3.…

Thwack is saying @"fluffy_midnight" responded to you over 5 years ago, not sure they will respond to you as I cannot see they have added anything to Thwack in lthe ast 4 years!

I would not recommend it because SW Orion uses IIS whereas WHD uses Apache Tomcat and it is never good news running different Web Server types on the same machine. If your SW Orion MS-SQL Database is on another machine and you want to use MS-SQL Database type with WHD then you can quite freely put that database on the same…

Might be useful to know which release version of Web Help Desk you are using