percyplant ✭✭✭✭✭

Can't secure delete tickets - Was a problem in 12.6 and not fixed in 12.7 RC Get the following error: Tickets deleted successfully: Errors: Ticket 57468: There was a problem deleting the ticket: EvaluateExpression failed: : Next exception:SQL State:23503 -- error code: 0 -- msg: ERROR: update or delete on table…

On my dev system the Profile box doesn't even appear

I think it's Chrome and Safari only

do they have different tickets numbers? Can you provide the history screen shot of each of these tickets?

I suggest you open a support call with Solarwinds, it sounds like a bug or misconfiguration which is causing that error.

Can you @"bshopp" confirm that the following have now been fixed in 12.7.2.30 that were list in the "Known Issues" on the page for 12.7.1 https://documentation.solarwinds.com/en/success_center/whd/Content/Release_Notes/WHD_12-7-1_Release_Notes.htm As they have disappears from the release notes for…

My suggestion is to add a read-only custom field that is set when either an incident or Problem is created. Set by an action rules... Depending on what you want to do with it after, query or a report, you can also add Ticket Type (or a custom field) to your column set.

I would use something like LanSweeper to collect this information, and then point WHD to your LanSweeper server and sync the data collected.

In client interface, while in History Status Types button colors don't reflect the Status Types defined in the tech interface.

This is a bug where the refresh gets reverted back to 'Disabled'. I suggest you open a support case and report it to Solarwinds. Chris

Overall page is : https://helpdesk.company.com:8443/helpdesk/WebObjects/Helpdesk.woa/wa/FaqActions

you can create an Action Rule which searches for that same query, then set the Status to something if true e.g. Pending.

What's the difference between 12.7.2.27 RC2 and 12.7.2.30 ?

hold shift key down when you click on select all icon to select all tickets, not just the ones on the current page. The tick will go blue (not grey) instead. Then run the build action.

For unassigned tickets that have been closed: We use an action rule which check for techs is blank and status is "closed" to change status back to Open, therefore making tech to assign the ticket before it can be closed!

No, you can not submit if a sub request type is defined. Use a custom field which is optional to define additional categories for the ticket. e.g. new network socket / DHCP request / New network cable etc

When you sync with AD do you sync with username or email address? If you have two clients with the same email, the WHD will get confused when email replies are send as it will not know which user to add email note to. Additional accounts can also be created at that time, so you might end up with 3 accounts. It's tricky to…

There is a bug in 12.7.1 release which stopped this from working, but It's been fixed in 12.7.2 

Request Type direct linking was broken in the 12.7.1 release, but it has been fixed in 12.7.2 so you will need to upgrade to fix it.

you need to tick "Limit to Assigned Tech Groups" and ensure your techs are not in the other tech groups Chris

thanks typhoon87 - also emailed Martin about this today

Are they Client admins? What version of WHD do you use? Can you provide a screen shot where they are able to edit the original Request Detail?

nope not fixed in final release for 12.7

Wojcoka, you could get your AD administrators to build a new attribute (e.g. email2) which combines the primary and secondary emails addresses, separated by a comma, then change your WHD AD sync configuration to use email2 instead. regards Chris

Looks like your tech is using the client username and password. make sure that their client username is not the same as their tech username, unless you link the tech to the client.

If you don't use escalation for other purposes, create different techs within level 2 of the same tech group, each level can it it's own set of techs. Level 2 can also include level 1 techs if required. You can only align 1 tech group per Request Type, this is fixed by design. Althernatively you could have an action rule,…

I don't think there is anyway to mange custom field in this way. The only suggestion would be to create two additional sub Request Types; "Sector" and "Office", and assign each of them the appropriate custom field that is mandatory. regards Chris

In client interface, while in History No Ticket URL icon available to make reference to a ticket.

try disabling your CSS code in look and feel, it might be you have a typo which IE 11 doesn't like which is breaking the form. regards Chris

Although there are no feature improvements, you can still close existing tickets by clicking on save and changing the status.