typhoon87

We use SCCM 2007 and are already in the planning stages of migrating to SCCM 2012 R2. in addition we use HP Web JetAdmin 10.3 for network printers and Apple Remote desktop for our Macs. Was involved in the SCCM 2007 decision, it is so full featured you are not just getting hardware info it pulls installed software, images,…

No there is not. You could always create see if a feature request exists and upvote (Web Help Desk Feature Requests ) or create a new one if not.

Try to only post one item per thread unless there are a couple of items that are really related. This helps keep things on topic. You may also want to look at the feature request area to see if some of your issues are already covered by existing feature or enhancement requests that you could upvote.

We are using the default integrated version of Java on Windows Server 08 R2. We have no reason to point the system to our own Java install.

Our install uses a wildcard at the local server from Geotrust and we have no issues. I believe the instructions would be here http://www.solarwinds.com/documentation/WebHelpDesk/docs/WHDSSL.pdf

I do not see it becoming single platform anytime soon. As you noted it would require a huge rewrite and would probably no longer be a java application. Also in 12.2 they changed to a new underlying programing platform for the FAQ module and will likely conitue to move more sections to the new platform. FYI they are moving…

What does your Action rule called "Documentation Only" do. It is possible there was in issue with a condition or action?

In Setup --> Techs --> Tech Groups --> "Name of your tech group" --> Tech Group Levels --> Auto assign tickets to What is that set to. Are you sure you have techs in that group and level?

It means the tech has working hours set up in their profile and the current time is outside those hours. In addition [V] means the user has checked the on vacation box in their profile.

I would like to know about this as well. Our 2nd instance of WHD for testing is on the same network so I have to change email addresses and disable approval process all by hand.

It is not a featured post but here is the 12.5 RC announcement Web Help Desk 12.5 Release Candidate is Available!

As long as you can RDP to it I think these instructions should get you there http://www.solarwinds.com/documentation/WebHelpDesk/docs/WHDSSL.pdf

A feature like you are describing does not currently exist in the product. I don't even believe that there is an existing feature request on THWACk for something like this you could create one though.

There is no native on/off switch that I am aware of. The only possibility I could think of would be if you could do something with the custom client side CSS. If you have not done any customizing its in setup --> General --> Look and Feel. May need to involve someone from your web team if your like me and not well versed…

In addition since you mentioned approvals to a users manager you may want to consider upvoting this one as well

So in the second screenshot you are unable to check the boxes?

Jeff is correct, there is no built in way to do this as of now. There is already a FR in the system created by me some time ago did not get much traction but you can still upvote it.

The API was a new feature in V11. It is certainly supported in 12.X Here is the link for 12.2 documentation on the API. Please note the link posted by the prior poster is for 12.1 there were some notable API changes in 12.2. There have been no notable API changes since then. Web Help Desk REST API Guide

I would like if they improved the removal of old tech accounts currently it leaves them in old tickets but if you try to edit the ticket you have to change it to a new tech before you can save it.. The Archive of old ticket types is a great first step and I think a pretty notable feature addition that should have existed…

You stated there have been no upgrades released this year. 12.1 was actually released at the end of January there has also been a 12.1 hotfix released that fixes a couple of additional targeted issues.

Tickets in an approval state cannot be closed until the approval chain is approved or denied you can override the approval chain to the end. As for closing it after are you wanting that to be the lasts step in the approval chain or a separate closure notice, example we have a ticket state called resolved, this gives the…

Are we going to see additional updates to this app. I have not seen any since I installed the beta some time ago?

I just shot you an email about this and one other item?

What is your rule triggering and criteria evaluation? You may have a reevaluation or a criteria evaluation set to every time a ticket is updated. These options existed previously and are NOT new in 12.3. Also just for reference there is a separate subgroup for talking about the RC builds Web Help Desk Release Candidate

If using 12.5.1 or newer you should be able to try importing the cert from the web UI and see what happens. (Success Center )

This appears to be an issue for a few people on 12.7 and that history tab was rewritten best bet is to open a ticket with SW support.

If you search for this user under the user tab do they show up in the results?

Here is a link to the API information Web Help Desk API Please note this page has been updated for the 12.1.0 release. From a quick check I do not see "scheduled date" listed as a current item in the API.

I am not sure about finding an old manual. But upgrading to V11 would get you the ability to use a dashboard for ticket activity and some nice pie charts to see ticket status. Techs can log in as users with the same ID easier if you use approval processes. You have action rules that allow you to do things like automated…

Is your maintenance on the product current? If it is you own the license there are no additional add on modules. Also even though still supported 12.2 is quite old and you may want to consider upgrading.