typhoon87

Currently there is no way to add logic to custom fields or based on custom fields. May want to upvote this existing enhancement request. ()

It means the location is marked as inactive. Setup --> Location & Departments --> choose the location look for the line labeled inactive. It is says yes that will cause the ! to appear at the end of its name. To reenable click the pencil for edit and then go to inactive and uncheck the box.

Is your current bulk sync by user name or email? as long whichever is your key field matches I would think that would make it work. You would have to disable your current sync, then create you new sync set it with ensure the key field is the same turn on your new sync and test. However as you are a multiple major releases…

I know support likely checked this with you but did you by chance ensure your using the newer version of the CSS template. (Flat Buttons CSS Template v12.5.1 and later) note in the name it says for 12.5.1 and later. There is a different one (Flat Buttons CSS Template v10.3.1 - v12.5.0 ) for older releases.

I do not have answers to all of your questions but the there are improvements to the REST API that will be included in V12.1 which is in RC2 candidate now. Specifically mentioned were API commands for Assets and Locations Please see the 12.1 announcement here Web Help Desk 12.1 Release Candidate Now Available!

Looks like it needs to be installed in a different location now. See this KB article Success Center

Why do you need the whole server in the DMZ just create a rule on your frontend firewall to the server and the port your using?

It is that simple although you don't need to use ODBC the WHD setup process when looking at no DB will walk you through the connection, choose you connection type as SQL 2005+ and enter the IP, and db login credentials. I actually just refreshed our test system DB yesterday so we could do some testing for the 12.2 RC.…

There is some progress on this. Support got it working the only issue I have now is to figure out how to not sync the non hp printers that get picked up. I will post some screenshots when I finish.

API documenation is located here: Web Help Desk API

As long as the subject line does not change other than a re: prefix this should not be happening.

WHD is now avaible as on option in the owned products list.

This is resolved in RC 2. Its now Apache Tomcat/7.0.68

I understand that there is a specific group for Federal and Government people to talk about their things specific to that employer type. What about having one specifically for education?

You can track this under the existing feature request you cant up or down vote as its status was recently changed to What were working on.

I don't know if your issue was only known in the 12.2 RC but just so you know RC2 build 12.2.0 - Build #12.2.0.9011 was released today.

That is correct here was the feature request for that that was closed. Techs can log time on the same ticket by adding a note and then adding work time to that note but I know its not quite the same thing.

This is due to a change made in 12.5.1 to fix a security vulnerability. Just log in with your normal credentials as long as the client and tech account are linked, when you log off it will show the username of the tech account but other than that just ignore it.

At this time no. I brought this up the last time I did an over the phone usability study with Solarwinds. There is not even a way to have it email a tech when someone makes a reservation none the less make it a ticket automatically.

What version of WHD are you on? If its a release prior to 12.5.1 Note 12.5.2 was just released the connector does not officially support O365 and has known issues pertaining to sustained connectivity. Here is the KB on it Intermittent connection to the Incoming Mail account using Office 365 - SolarWinds Worldwide, LLC.…

I am looking for information to this as well. At this point after talking with their support it seems like I need to purchase a license with a few users. I am going with 3 for our test environment, they did discount the licenses some. It would be nice if they included a couple of user license for a test/dev instance.…

Some additional information might be a good start. What type of mailbox server you are connecting too, exchange/365, pop3, standard IMAP? How long has it been going on or is it just a one time thing?

I have actually wondered this as well but did not open a ticket yet. This was a new feature in 12.5.0 the previous versions did not have this check box. I am not aware of a way to default it to on or hide it and choose an on/off via admin choice.

You would not be able to view the custom fields through the ticket history window at this time. You could see if there is a feature request for that or create one if there is not.

Are you using auto assignment or are users choosing the incorrect request type and then it needs to be changed to get to the correct tech?

Click on Setup --> email --> templates

Currently unless you find a way insert some kind of manual code using the API this is not possible. See a couple existing feature requests on this topic : this one the status is WWWO

How long has this been happening? Is you AD/LDAP server healthy and the link in WHD set to enabled?

Is this a recent new issue or ongoing? just for reference what version are you on? The common reason this occurs is users change the subject line and it messes up the parser and creates a new ticket.

You cant directly see the chatter at the end of this FR ( ) the recommended way to do this is using tasks and child tickets.