typhoon87

So the update version is actually which monthly Internet Explorer cumulative update is applied to the machine. 11.0.35 is the September 2016 patch related to MS KB 3185319. So unless your WSUS is way behind for some reason you should probably be running either .34 or .35 The actual build number is 11.0.9600.18449 its…

The release notes (WHD 12.6 Hot Fix 1 Release Notes - SolarWinds Worldwide, LLC. Help and Support ) don't say that. There is a resolved issue with the dashboard widgets sometimes not loading correctly. But I don't see anything about page refresh not working.

Are you using a SAML login provider server side?

Peter, That is correct. In our environment the biggest deal of the ones you noted is the ability to upload a document once then have it get emailed to users or have the user get a link to download the file. Good for forms. Also knowing how/where the forms are stored would not be a bad thing. For larger organizations maybe…

Setup --> Assets --> Discovery Connections --> Choose your SCCM connection from the list --> Attribute mapping tab --> click the "edit pencil" --> make your changes --> Save

What message?

You can disable the ability to reopen closed tickets. So we have resolved if you don't reopen it before it becomes closed you need a new ticket.

Okay here is a way to double check the users are coming from AD. Click Clients --> at the top of the results pane click the pencil next to Column Set and drag over LDAP connection --> click save. Then ensure the LDAD connection shown is the correct one for your domain. This will double check the users are coming from AD.…

The API is a failry new feature added somewhat late in the V11 (originally 10.2 beta) cycle and this function may not be avaiable. You might want to check out the API documentation here: http://www.webhelpdesk.com/api/

If this user logs into the website as opposed to the direct link in the email and clicks the approval tab do they see their approvals?

I do note believe it can parse like that it only responds to certain keyword tags in the subject line not the body of the email.

In each techs profile there is a section for working hours. you can set hours and days of week. I would guess it uses that to figure out if a tech is available. There is also a check box for "on vacation" that would also be taken into consideration. If its within the techs working hours but "on vacation" is checked they…

Good to see that this has been moved

I am not aware of any automated way to change that check box and save it. I would think someone who has the Location Edit permission is changing this setting for whatever reason. If you go check the tech permissions Setup --> Techs --> Tech Permissions --> {Tech Group} Under other permissions Location Edit Edit Locations…

Hello jklmnop Ironically at 6am this morning it was announced that 12.1 has gone GA. (Announcing General Availability of Web Help Desk 12.1.0) so hopefully they should upgrade the API doc page very soon and you can see what has been added. I would probably try to avoid directly touching the DB as just in case something…

There is not a native way to do this ie built into the approval process engine. I have no clue why it seems like a glaring omission wanting to be notified. I actually created a feature request for it that can be up voted here . To work around this here is the scenario ensure you have a custom status type because by default…

If it is checked yes they will get an email, if it is not checked they will NOT get the email. We have ours unchecked since its based on their AD account however we use GP to push a desktop shortcut link to the system to everyone.

Just an update for on this. there is not a default view with all of the data so I am working with our in house sql guy create a custom sql view that will hold the data we are looking for.

So I have an update on this. The Tables only populate if I choose the "blank" line in the database views and you get an error on save saying Schema is required. I have opened a ticket 546746 for assistance on this. They started by collecting the basic info and asking for screenshots which I have provided.

Setup --> Processes --> Action Rule

What is the expiration in months? If you go to setup --> Assets --> Types --> Warranty Types --> the look at the type name and compare the expiration. You can call the warranty type essentially the display name anything but if the expiration is not set up correctly it will cause the dates to be incorrect.

If you go to your incoming mail settings Setup --> Email --> Incoming Mail Accounts --> click on the account do you have the Allow Auto-Submitted email button checked or unchecked? Most likely you want to ensure this is unchecked. It should allow it to detect auto replys and certain auto forwarded messages and ignore them.

Not back I just wanted to note 12.5.2 came out last week, in that build there is an additional fix for O365 support if the mailbox has subfolders. If that's not your cause a support case may be necessary.

Approx how far out are we looking for that build?

When viewing a ticket and you want to see other tickets from the same user just click the client info tab, there is a box on there that contains that users previous tickets.

@"bshopp"What is the status of this?

I did get RC 2 installed then got furloughed so nope.

At this point 12.1 is quite old you should seriously consider upgrading to 12.5 at this point.

This is interesting we certainly used to have this issue bit went away after upgrading to V12.0. If you have a lot of users (both techs and normal users) simultaneously hitting the system have you upped the max size of the java heap?

The heap space issues were vastly improved in12.1 I went from restarting the services once a week to once every 3 or 4 weeks. In addition we have upped the default minimum to 256 and the max to 1 gig. 12.2 also updates the version of used internally to Java 7 not sure if that what type of affect that will have on this…