rodegard

Hi Rick, I use the report function. Under the row category select assigned tech. Add a report filter for the status values you consider closed. We have Closed and Installed. There are two selections for row category related to techs. Orginal Tech and Assigned Tech. If the ticket is closed, then the Assigned Tech was the…

Gianni, You can download a tab separated value file (TSV) and import that file into Excel. The option to download the TSV file is found on the results page - gear symbol. You have to generate this page by clicking on a total in a results table produced by the report. Rick

We tried this, but the issue we couldn't resolve was the time it took for someone to sign on/off the kiosk. We use LDAP authentication to WHD. Thought about using a custom field(s) to have the user enter their name/contact/etc. Then the kiosk could use a common ID. The tech would have to re-assign the client to match the…

There are some feature requests open for voting that address the change management topic. 

It's turned off for all client facing request types in our configuration. We did not see value for the field, since our request types are serving the purposed that the Subject field would. We do use the Subject field for some alerts that arrive via e-mail. This is mostly disk space messages, etc. so the Subject field holds…

I have not tried this, but thought is either the location or department assigned to the asset could be used to filter what each Tech can see?

I will offer an alternative. We have an action rule that checks for approval of key request types. When an approval is found, we modify the ticket to add a distribution list to the CC: field on the ticket. Every member of the distribution list gets a copy of the ticket that also shows the custom fields.

Monday's announcement from Apple on iOS 11 really puts the WHD mobile app in the corner. The app store says last update 9/8/2014. The website 9to5 Mac reports: Ahead of WWDC kicking off tomorrow and the unveil of iOS 11, 32-bit applications have stopped appearing in App Store search results. This is the latest piece of…

Have you looked at adding additional levels to the tech group? So if Helpdesk needed to assign to on-site, an escalation to Level 2 (Technician) would occur.

Solar Winds told us it was a bug too. Was disappointing not to see it resolved in 12.5.1. We also have a case with them about task / ticket generation. A new hire task generates 3 tickets (desk, telephone, PC). Twice last week, the task only created the first ticket.

Hi David, The send e-mail function within the Action Rules area does not provide the proper tags to send the information you would want to the external e-mail address. Unless you can fit all of that information in the Subject text box on the ticket. You can use an Action Rule to modify a ticket and add a CC or BCC e-mail…

Rob, What version of WHD are you running? Are you sending surveys to your clients? There is a bug in 12.5.1 that prevents the resolved ticket timer from starting when a request type is associated with a survey. There is a discussion going on about this RESOLVED having issues after upgrading to 12.5.1 We are anxiously…

I’m not sure – but it appears this may be an authentication issue with your MySQL database? The Tech table is core. I ran the SQL against our MS SQL table and it worked. I have to run the SQL using an ID that has access to the tables.

In the Solarwinds Customer Portal, under Downloads. Click on the What’s New in this Hot Fix for details.

I have not found a way to prevent Person A from voting on their own ticket. We have a checklist for CAB members which includes checking who is submitting the ticket and if they are a member of the approval CAB. Works Ok for us since we are a small shop.

Thanks for the confirmation!

Thank you for the replies. This will help us be consistent now that we understand the logic.

Mike - I can add my experiences and limited knowledge as we are new users. Just went into production this week. We have work schedules setup for most Techs. Most common is 7AM-4PM and 9AM-6PM. So the auto assignment will find all Techs that are available during these scheduled hours and make them eligible for assignment…

We installed 12.5.2 this afternoon and observed several tickets being moved from Resolved status to Closed status. This was expected as the tickets impacted were past the auto close timer (we have 5 days). The survey requests are also being sent as expected. So far so good. I think 12.5.2 fixes this issue.

I had an exchange with the WHD product manager. He confirmed what robhealea posted - a bug with no time table for hotfix. We are manually closing tickets using a bulk action at the end of each day as we want to have the surveys sent.

Opened a support ticket with SolarWinds support today. Will post what they find / suggest here.

We went the route of using the parent / child tickets for the requests that involve multiple teams. Our old system allowed multiple assignments to a single ticket and the team was disappointed that feature went away. But they have grown to like parent / child as each tech can complete their work and not get penalized for…

Look at the limit by location or limit by department options in Setup. Setup - Techs - Tech Permissions; Location Permissions section. Maybe these settings along with an action rule that moves tickets of a specific request type to a special department would accomplish what you are looking for. I mention the action rule…

I am not aware of a report in WHD, but we run this SQL against the DB each month to see what clients are using the portal to create tickets (vs, the tech created or e-mail created tickets). SELECT CASE WHEN JT.CLIENT_CREATOR_ID = JT.CLIENT_ID AND JT.IP_ADDRESS <> '' THEN 'Y' ELSE 'N' END As 'WEBPORTALCREATED',…

Our installation of WHD (12.2) is experiencing the same issue. I have narrowed down the trigger to this event: Each time a tech replies to a WHD e-mail (like adding a note, changing status), the address of the default incoming e-mail account is added to the CC: field. I placed a technical request with SolarWinds. The…

Have you looked at installing and using Alert Central (free product from SolarWinds). We are looking to use that product to send notification of after hours tickets.