percyplant ✭✭✭✭✭

It's worth disabling any new Action Rules, Tasks, AD/LDAP Syncs, Asset Discovery Sync etc, as these could be hogging memory / creating an internal loop. Check your logs to see if there is anything easy to spot that could be the problem. Also upgrade to the 64-bit version of WHD if you already haven't. regards Chris

Look under Setup- Email - Options check this setting If you don't want a new ticket created set it to "Reject E-mail" Additional if you use exchange, filter via a rule those ticket emails which have "closed -->" in the subject that are an reply to an email to stop them getting pushed back into the WHD. Oscar89 might also…

I think you should be able to this using an action rule, something like if level1, ticket updated by X,Y & Z tech and tech is 'helpdesk' then un-assign it by assigning to a new tech group with a disabled tech inside, still within the same action rule, assign it back to the level 1 tech group again, which will blank the…

Hi, The only way I think of is to disable Embed New Attachments, found under Settings - Email - Options. It will then send all emails, with a link to WHD for each attachment, rather than sending the attachment within the email. They would need to login to view the attachment if required. This will also affect all future…

Tech Interface - Help Icon takes you to https://www.solarwinds.com/documentation/WebHelpDesk/flarehelp/WHD_12-7-0_PA_en/default.htm#cshid=HelpDeskProductIntro which gives a 404 error - now reported to SW - FIXED 24/4/2019 Client Interface - While trying to edit client profile if there are Client Custom fields they don't…

Had another weird issue with 12.7 our dev system, Web Help Desk PostgreSQL Embedded Database service has stopped over night, tried restarting the WHD service and the Web Help Desk PostgreSQL Embedded Database service, which failed to restarted. I had to reboot the server for WHD to work again. I our production servers…

Also getting this screen (spinning circle with message "no data to show" when clicking on History, even when I have lots of tickets: also getting this error while I restart WHD via the command line: --- Warning: The JKS keystore uses a proprietary format. It is recommended to migrate to PKCS 12 which is an industry…

clients still can't download (or delete) attachments.... There is no mouse over text for the download icon

Found an issue already.... In client interface when a client tries to create a new ticket with CC ticked and with an valid email address the ticket fails to save and the following error appears: There was a problem saving the ticket: java.lang.IllegalStateException: rowDiffsForAttributes: snapshot in…

Apart from the AD/LDAP option which I believe is the best option all-round for new clients, if you have an email domain that is trusted you can setup automatic account creation if your clients create tickets through emails. regards Chris

Peter, I like the idea, I here's how I would do it. Create a custom field e.g. 'unanswered flag' which is hidden from techs and clients, enable it for your request types that you want apply this auto close function. Have 1 action rule which checks the status for "unanswered" and then populates the custom field 'unanswered…

The column set also gets reset during a session (normally at the same time as the refresh gets reset to disabled), which I believe is the same problem. Happens randomly on 12.5.2 for me, and all browsers we use and platforms across our 250 techs. Additional to this issue is the ticket filter which I believe again is…

I've this same problem, it turned out to be a character within 1 email what the WHD couldn't process. It was then holding up the other incoming emails. I used outlook to open the suspected email, removed the offending character, saved it then the WHD continue to function correctly. The character in the email looked like…

Under 'Request' in Advance search Under "request" for Basic search Or do you mean the green box that appears under each Request Type which is called "Detailed Instructions", that can only be found in Setup - Tickets - Request Types

Although this might not be what you want... If you have fixed dates in terms of length of tickets you could have different Request Types automatically aligned with different priorities e.g. 1 week, 2 weeks, 1 month, 2 months, 6 months etc You could also have a custom field instead of different request types, which a client…

You can't easily stop people from submitting the same ticket, but ensure that they get email notifications for each new tech they create. Check the History of the tickets to see when and how the ticket was created? Are they replying to an already opened ticket which inturn is creating another new ticket? Is this a new…

If this is a one off, or not very often then I believe that you can do this using a Ticket Import. Check it out. Chris

I have the same issue both on my production system and development system. It's been happening for a few years now off and on. I believe that it's a browser issue that is affecting the current page session, although it seems to happen in Chrome, IE, Edge & Firefox it all points to the WHD doing something strange. I have a…

Looks like the new iOS app feature where you create a new ticket (which I'm very please that they've added it) there is a bug where it allows you to create a ticket without a client even when it's been configured as a requirement. Chris

Nope, there is no way round this, action rules only runs when the save or save & email button is pressed.. I have spoken to SW about this, and to asked them include background tasks for managing events (and scheduled tasks) like this and other areas within WHD. I suggest that you open a support call, and ask them to update…

Try - Setup - Tickets - Options Enable - "Asset Number Lookup for Client" regards Chris

You can't search History in a report, only in a query. The only way I think is this few sets: Create a new ticket custom field, make sure its assigned to those Request Types you wish to report on, keep it hidden from your client and techs, and call it something like Merge Status. Create a query that searches the history…

You could create a new status type for project tickets, have a action rule which sets the status, and within the Status Type setup untick the show in my/group ticket view. Chris

If these are client assigned assets, then to see past assigned assets you have to search in the asset history Under Assets - Advanced Search select in the conditions :History - Action - Contains - "Client assigned: David" You will have to then exclude any current assigned, either manually or adding addition conditions to…

First of all, you need to change the next asset number entry, you do this by creating a new asset, and in the Asset number field edit it so it's only numbers as you require. Once you have saved this (dummy) asset, any new assets created after that will use the standard number series. As for old assets, if you use serial…

What version of the WHD are you using, from the screen shot it looks older than 12.5.1 - might be worth an upgrade. What I have found, if your client sources have brought in two accounts of the same email address, if a client sends an email and you turn that email into a ticket, you will get a rejection email saying that…

this all depends on what your SLA is? Do tickets need to be assigned within 1 week or completed within 1 week? We use a custom field which is set by an action rule when a ticket is assigned to a tech AND if it is assigned within 2 days. If a ticket is then transferred to another team we then know that although team1 tech…

Isaiah, any idea how to populate the Parent ticket number in the child ticket, so it can be viewed within a column set or search? Other than opening the parent ticket to view each child and visa versa, which is not very practical. I believe this can be done is assets but not tickets.... regards Chris

This is simply a name change. As long as you don't delete and create a new one. I have "renamed" Status types on our WHD installation (12.5.2.84), and the changes get automatically propagated throughout the system, including Tickets. Believe it or not, I made a status type name change today. Note: After you have made the…

Best to have a good look at this page which explains the custom label system and additional language support: Customize the Web Help Desk GUI language and labels - SolarWinds Worldwide, LLC. Help and Support regards Chris