percyplant ✭✭✭✭✭

You'll have to use 'and ANY of these conditions' as shown in this example: Ask Solarwinds for a feature request to add 'is any of' to asset custom fields.

Open those ports on your firewall. Is the server in dns?

Anyone installed it yet and have any feedback. Just installed on development server and looking good so far. Checklists now at 30 with this release.

We use a landing request type for new incoming emails and triage tickets using a set of action rules

action rules is the method we use

why don't you enable assets for clients and allow them to attach the asset to their ticket? They (clients) can then not only select the make and model but also the printer itself. You would have either add the printers manually (as the built in WMI doesn't support printers) or to discover all printers using Lansweeper, and…

Can you look in the DB to see what the Status Type ID is set to for that ticket? If it's NULL then It might be a bug.

techs might have to logout and login again for the changes to apply

If you use Tasks to create child ticket you can add the 'Task' field to your column set. I've had to used the WHD API to populate a custom field with the value of the parent ticket number to show that it's linked. Arrr! Maybe a feature request with SW could be a solution for you.

Thats by design, the only way is delete those tech accounts

Hi, have you considered using the Dots method with gmail account address? Then get WHD to look at the same email account many times? Dots don't matter in Gmail addresses - Gmail Help (google.com)

Are your clients in different Locations within the WHD? If they are then you could move them to different Request Types depending on their Location field. Or even Department field

when was the updated date for these tickets, have you looked at the Ticket History for that ticket to see if there was anything happening or action rules?

are you using the same URl for each session / link? for example your tech is using https://helpdesk:8443 or 127.0.0.1:8443, but your links to images are https://helpdesk.company.com:8443 Check your Setup - General - Options - Server DNS Name. or... Check your SSL certificates are valid and in-date for your WHD URL. or..…

look to see if client are being sent html emails... Setup - E-mail - Options And... Setup - clients - Options- Use HTML E-Mail If clients can edit this and disabled "Use HTML email" then they will be sent plain text emails, which will not have links for yes and no. The message for me looks like this: I personally think…

Can you check that you DON'T have the following ticked: Setup - E-mail - Options - Do Not Include Links to the Web Interface Tool Tips says:- Do Not Include Links to the Web Interface ------------------------------------------ If checked, e-mail sent to Clients by the Web Help Desk will not include URLs pointing to the web…

If your clients visit the same URL website as the Techs they will automatically be taken to the client portal

I use Lansweeper and create a SQL query within Lansweeper reports of all the fields you want to import into the WHD. Then use a Table View within the WHD Asset Discovery connector to bring in the assets using the serial number as a key field, and not use the built in WHD Lansweeper connector. This works for me with >6000…

this works for me

are you using SAML SSO / AD for your client logins or just the built in WHD Authentication ? 

is this client admin linked to a tech account or use the same username as the tech?

This is our 'E-Mail Attachment Regular-Expression Filter' found in Setup - Email - Options :…

When you delete tickets do you have secure delete enabled? As when tickets are normally deleted they don't go, they are simply marked as IsDeleted in the DB. Only if you use secure delete for your tech will this reduce the DB size.... SW Support could help you with a SQL script to clear unwanted deleted tickets if that is…

Are you talking about the Web Helpdesk directory or the DB? If so, check the size of the log folder on your server, also check in the GUI that debug is not enabled, 'error' would be best.

HF2 replaces HF1, you don't need to do HF1 first if you going to add HF2

You'll need to submit a support call with Solarwinds, looks like database upgrade failed. Have you tried a reinstall?

Did you upgrade to 12.7.7 first before upgrading to 12.7.8? You can't go straight to 12.7.8 Are you using postresql or sql db?

In the manual did you follow this upgrade advice: Upgrade your embedded PostgreSQL database If you are running version 12.7.7 with the embedded PostgreSQL 13.3 database, follow the instructions in the Web Help Desk Installation and Upgrade Guide to upgrade your deployment to version 12.7.8. If you are located outside the…

I think it was broken in a previous release, so I guess that's been fixed.

Yes , 12.7.8.hotfix 2 patches spring4shell vulnerability