rodegard

milan.hulik​ - Any update as to when a correction will be made available for this issue? Thanks!

I have experienced that as well. Signed off, came back after an hour and everything was working Ok. Must be a caching issue? FYI - there is a hotfix for 12.3 out as well.

Here's an example of the email we receive. And the recipients section on the ticket Our action rule uses a Modify Ticket task to add my email address to each ticket (at ticket creation).

Strange. In our setup the CC and BCC get a copy with the same format and detail as the tech receives. I will post some screenshots in the discussion thread later this morning.

Here's what I have seen after the upgrade. * LDAP option to authenticate tech IDs is not available. * The tech has to be linked to a client in order to use the LDAP authentication * There is an option under Setup-Client that allows you to switch between client user ID or client email for login. We have it set to client…

This query does not have notes, but has most of the columns you are asking about. I will see how I can get notes added. I use this query to see how many clients are using the web page to enter tickets versus e-mail/chat/phone. SELECT JT.JOB_TICKET_ID AS 'TICKET NUMBER', LT.LOCATION_NAME as 'LOCATION', JT.QUESTION_TEXT AS…

Thanks for the info. Good to know the number of years you have stored as a reference.

Hi Peter, We are using a hosted service for chat rooms called PureChat. PureChat provides a script that adds a "Can I Help You" pop-up widget to the webpage. We would like to add the widget to the client views/pages of WHD. Their instructions for adding the script:

Here's the steps I use to create the TSV file from the report: Run the report From the results page, click on the number that I want to drill down into the details on. In this case the 135 link. The next page that opens has the "gear" symbol in the upper left corner Click on the down arrow to get the options Click on…

Thanks for the suggestion. I didn’t think about using the API.

This is how I setup our action rule. Did you click on the check box next to Cc: ?

Our setup is similar to what qpalmer described. We try to get our Help Desk to work on all requests and escalate if the instructions provided them do not solve the issue or resolve the request.

I see this as optional for our environment. As you said if LDAP is down we work on that. If LDAP is down we have bigger issues that WHD.

Hi Peter, We are new users and received the question from our techs. They were curious if this box could be used for tech only notes (like they write on their whiteboards outside their desks). I suggested using messages and showed them how to limit to tech groups. The techs like using the dashboard and thought the What's…

In our case the survey does not trigger. We have to send the survey manually.

Hi 123kateb. Yes, we have experienced this as well with bulk actions. I think it's related to the same bug that is impacting the ticket closure. I keep watching for a hot fix to be released !!!

kjette, Do you have OpsGenie sending confirmations/updates back to WHD? I assume you are using email as the integration tool between the applications, please advise if you are doing something else. Thanks. Rick

How difficult is it to determine the table and column relationships/keys/etc? We are using MS SQL and are trying to piece together queries to mimic reports from our old ticket management system that people here still want to see.

Thanks for the information and your help.

Thanks for the reply. I think we will take that route (SSRS).

Hi Ryan, Thanks for replying. I can't seem to find a custom report that will list rows of tickets, sorted by tech group and date. See my reply to apap below. Rick

Thanks for the example and suggestion. When I setup a report like yours, I get this result (selected table only) .If I click on one of the numbers, I do get a report like the one I am trying to replace. However, this is a manual effort to create that page, Was hoping to schedule it.

Barry, Thanks for the help. This solves the issue and keeps the inappropriate language hidden. Regards, Rick

I'm not sure what else to look at or try. Suggest a call to WHD support. Sorry !

If you delete the request type do previous tickets retain the name of the request type?

In our case having the Client copied from the parent makes most sense. We are using the task function to create tickets for the new hire on-board event. The parent ticket contains the new hire information (the client). So if the child ticket didn't have the information in the client tab (which is the case in our 12.3…

Now if we can get SolarWinds to add a [O] status for On-Call that would be great !!

Thanks for your help!

Thanks for the quick reply!

Hi berkay. Thanks for the information. Very helpful for our evaluation of Ops Genie. Rick