percyplant ✭✭✭✭✭

Don't use the print button, simply press CTRL-P on your keyboard and print the page...

using their client email address? and CC their personal email address

Is the server collation set to case insensitive ? Have you modify the default schemas? Prepare the Web Help Desk database (solarwinds.com) Are you using the same WHD application version on both?

can you setup a new blank WHD DB on your SQL 2019 server to see if that's working okay?

Hotfix for 12.7.8 It's now available for me: SolarWinds® Web Help Desk 12.7.8.8471 Hotfix 1 ============================================================================ This hotfix resolves the following issues: * Prevent manipulation of the Database backup command. This command is now configured as the following JVM…

New tickets will need to go somewhere, so you'll need a Request Type for them to fall into. As you don't know what type of support you'll need to have landing request type. So if you have 'General IT' as your landing Request Type for incoming email. If that new ticket is for Networks then you'll have to manually move the…

https://www.bleepingcomputer.com/news/security/solarwinds-warns-of-attacks-targeting-web-help-desk-instances/ For more clarification...

I believe the order mixed up is fixed in 12.7.8

take a copy of the email address in the message, then go to Client icon and search for that client using the email address. Check to see if that client is active. If they are a tech and linked to a client, if that client if inactive then that message will also appear. If they are a tech and they are not linked to a client,…

For each of your clients do they have both their internal and external email addresses? You can populate the second email address...

use child assets

Try this.. Setup - Locations & Departments - Locations & Rooms - Click on the location(s) for your clients Then view the Location Info tab. Change the setting - "Clients Can Create Tickets Using" - to allow 'Web Interface' only. You also might have to untick email in... Setup - Tickets - Options - Clients Can Create…

In Setup - Ticket - Options Set "Lock Ticket to Client Location" ------------------------------------ Lock Ticket to Client Location If checked, new Tickets will be assigned the Location of the Client submitting the Ticket, and the Client will not be able to override this by selecting a different Location. If not checked,…

You can also add text to the instructions box within each Request Type setup, but that text appears under the subject box, not on the right space.

You can add FAQs to this space, by ticking FAQs in the Request Type setup. Then create a FAQ for that Request Type and it will appear in the box on the right of the screen, you can have as many FAQs as you like, but only the first 5 will appear in that box, and the others will require using the next arrows.

12.7.7 HF1 is good and stable and we are using it on our production server

have a look in the session-log.txt log file on your server in c:\program files\WebHelpDesk\log

I'd suggest a support call with Solarwinds - It's been around for many years, so a little pushing is needed for them to fix it.

Hi, You need to look at the email templates, you can have custom email text for different Request Types and Status Types. Setup - E-Mail - Templates

Find the ticket you want by search for them in tickets. Then use select all tickets by clicking the ticket box in the column header in the first column, then at the bottom of the page press '+' to create a "bulk action" to change the tech assign to someone else.

Look at your 'Setup - Techs - Tech Groups - 'Tech Group Levels' and the Default Selected E-Mail Recipients - you also need to ensure that Request Types are assigned to that Tech Group.

I suggest you submit a support call to Solarwinds. There is HF1 for 12.7.7 but I don't think that fixes the dashboard issues.

As a guide to others... What's the spec for your old and new servers. How many techs?

Yes

I've now installed 12.7.7 my development server and seems to be work okay so far. Anyone else?

show custom CSS code and add in the #header section: #header { background: url(helpdesk.company.com/yourbackground.jpg); background-size:cover; }

Is your installation of the WHD not on the c: drive Here is my edited version of the .bat file where WHD installed on e: drive @echo off :: Get the short filename of the directory containing this file (WHD_HOME) pushd "E:\Program Files\WebHelpDesk" set WHD_HOME=. set JAVA="%WHD_HOME%\bin\jre\bin\java.exe" wscript…

I get this too, I have reported it to SW as support a call. You best do the same.

Yes it's a bug, you'll need to report this with SW

best contact SW for this one.