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THWACK Monthly Mission - November 2019

Community Manager
1910_thwack_NovemberMission_640x200_NoCTA.png

You lean back in your chair and close your eyes, imagining a clear blue sea, dazzling white sand, and endless palm trees. Next to you, there’s a small table with a slushy drink inside of an umbrella-topped pineapple. You can almost feel the soft breeze wafting against the back of your neck. Welcome to Help Desk Paradise.

Here, service requests automatically turn into alerts or tickets. Ticket status, customer satisfaction, and tech performance metrics are all in one place, up-to-date, and organized. And the best part is, no matter where you are or where your end users are, your integrated help desk makes resolving tickets a (tropical) breeze.

SolarWinds can deliver you to Help Desk Paradise. On-premises or in the cloud, it’s your deployment choice. Both options have features and functionality to simplify handling help desk requests. Plus, with the seamless integration of remote support software, both solutions will have you enjoying paradise without ever leaving your desk.

If you accept this mission, you’ll compare and contrast the two options, and learn more about which help desk makes sense for you.

Choose a ticket to your destination. Whether you go cloud-based or stay on-premises, with these options, you’re on your way to Help Desk Paradise.

Start your mission.



NOVEMBER MISSION

Use the mission’s resources to complete the tasks and answer the questions for a chance to win!

Correctly answer each question during the week and you'll be entered for a chance to win the weekly prize.

Correctly answer all 20 questions over the course of the month and you'll be entered for a chance to win the grand prize.

150 points are being awarded for each correctly answered question. There are 20 questions, which means you can earn a maximum of 3,000 points for this mission.

Want to join the mission, but not a member? Sign up FREE now!



MISSION RULES

A new question will open every day (Monday - Friday) starting on November 4, 2019. Once a question has opened, it will remain open until December 1, 2019 at 11:59 p.m. CT. Check the schedule below for exact open/close times.



MISSION SHORTCUT

Complete the mission shortcut between November 4, 2019 and December 1, 2019 to be entered to win a Comgrow Creality Ender 3 3D Printer!

Shortcut Steps:

     1. Download a free trial of Web Help Desk

     2. Take a screenshot of "Action Rules" under the Setup tab where you can make creation rules based on your organization's needs.

     3. Submit a screenshot

DOWNLOAD FREE TRIAL  SUBMIT SCREENSHOT

WEEKLY PRIZESMONTUEWEDTHUFRIWINNERS
Week 1: Complete questions 1-5 by November 10, 2019 to be entered to win: Raycon E50 Wireless Earbuds Bluetooth Headphones
Week 2: Complete questions 6-10 by November 17, 2019 to be entered to win: Nanopresso Portable Espresso Maker
Week 3: Complete questions 11-15 by November 24, 2019 to be entered to win: Snailax Shiatsu Neck & Back Massager with Heat
Week 4: Complete questions 16-20 by December 1, 2019 to be entered to win: Gas-Spring Height Adjustable Standing Desk Converter Workstation

Correctly answer all 20 questions by December 1, 2019 and get entered to win the Grand Prize! Oculus Rift S PC-Powered VR Gaming Headset



November Mission Terms & Conditions: US, UK, and Canada | Germany | Australia

November Mission Shortcut Terms & Conditions: US, UK, and Canada | Germany | Australia

260 Comments
Level 9

Yes I was able to find the correct answer after looking up the release notes from the documentation page. 

Level 14

Yes.  I had a slight wobble over that too.  I guess it is the difference between English and American.  Latest would have been a better word as, I agree, Last wouldn't be the latest one.  It would be the one before.  Date was still wrong though.       I just picked the nearest one.

Level 14

Can't access the customer portal.  Changed jobs 11 months ago and lost access (as I don't work there anymore).  Have persuaded new employer to get Solarwinds but haven't actually bought it yet.  Too many other projects have precedence.  Hopefully specifying hardware today with a view to buying all the bits in the next few weeks.  Happy Christmas to me.

Level 7

yumdarling​ I noticed that there was a discrepancy in the dates for the prize drawings.

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Community Manager
Community Manager

Can you email the screenshot to me? yum.darling@solarwinds.com?

I'll enter your name into the drawing manually.

Thanks!

Level 9

I totally agree

Level 9

Do you think we will ever see a weekly or monthly winner that isn't from america?

Level 9

Would this be considered a mistake in the question?

InkedWHD Error_LI.jpg

Level 14

I don't understand today's question.  What is an "endpoint"?  That is nowhere on the hint page. 

Level 9

Endpoint = end-devices.  That is on the hint page. 

Level 12

Should have checked here first.  I just answered on memory that its per tech.  Didn't read it as end-device.

MVP
MVP

I'm guessing its down to percentages of customers from each part of the world - that and the thwack handle doesn't really show where people are from, so you can't readily tell.

Community Manager
Community Manager

Yes!! We have them! We recently had a winner in Germany! and before that, one in the UK!

Level 11

Is it just me or does "WEB" not appear anywhere on the help page for November 13th hint? Neither product is not an option.

Do we assume all helpdesk software is "WEB" helpdesk software? It doesn't line up.

Level 9

I would have to concur the lack of clarity, although extrapolation is a wonderful tool

Level 9

Assuming "Web" or not is irrelevant if you look at the two options for the answers.  Can BOTH of the answers be right?  Assuming one is right and one is wrong, what is the DIFFERENCE in the integration of the two products?

MVP
MVP

you are reading into the question a little too much.

Level 12

Look at bottom of table and dont read to much into it. 

Level 11

And the lack of attention to detail is why there have been more crashes on Mars than in my garage.

Level 9

Fair enough. It just seemed a little disproportionate to me.

Level 9

yumdarling​, the video says "click on the Asset Info tab", but then actually clicks on the "Ticket Details" tab.

Level 12

i agree, the video does not match the narrator.

Level 9

Careful with today's question boys and girls. Its Friday so don't get caught out 🙂

Level 9

Today's correct answer is just plain wrong if you look at the hint, the first thing that they say should be there is not in the page at all.

MVP
MVP

make sure you've had plenty of coffee before trying this one!

Level 7

Todays question is a farce... for those who know: WHERE IS IT MENTIONED???

Level 9

I totally agree.

Level 9

I was so scared to hit that submit button this morning. Thanks for the heads up!

Level 7

Yup.  Today's question is very misleading; the items do not match in any form or fashion, save for one.

Level 8

I answered correctly (even according to the response) but it said I was wrong.

Level 14

I agree.  I have not even attempted to answer just yet because these aren't verbatim answers.

Level 8

I actually dug deeper than the hint to find the "correct" answer, and was still met with "Not quite" and an indication that I was correct.

Level 8

They are help desk & service desk software, so you'd imagine certain functionality would be a given....wouldn't you? I mean this type of software without a module that managed incidents would be pretty useless to say the least

Level 8
Level 9

I used the which do not apply strategy to help figure out all that apply.

Level 9

Soooo I searched almost the entire site and never did find a definitive statement that Web Help Desk included any management suite other than Change Management.   

Where did it specifically state that the Incident and Problem suites were included?

Level 9

Todays question seems vague. Is it asking for:

1. The features provided by both programs together - (A = A and B = B therefore A and B provide AB)

2. The features supported by both programs at the same time - (A = A,C and B = B,C therefore A and B provide C)

3. Some other combination from the unknown ether.

Level 14

I read it differently than that....I thought they were asking which features either tool offered individually.  In other words, one feature not found on both tools is not a correct answer. 

Depending on how well you know these products this is either a very easy or tricky question.   I used WHD for a long long time, and i have used Service management.   I know the terms they are looking for, as a hint all, incident and problem are part of Tickets.  You literally have to have a ticket when created listed as a problem or incident. I believe you might be able to add to that list but natively that's it, now read the rest of the hint and it should be clear.

Level 12

So your saying the answer is there just keep on looking?  I havnt even looked yet, got into the practice of reading the comments before I do anything. 

MVP
MVP

I have my suspicions on the correct answer, but I am holding off to stew on it a bit more as I have seen evidence that the offered comparison screen may have some no longer correct data which then makes the entire hint page suspect.

Level 11

There is only one direct hit on today's (Nov 15)  question that I can see. From the comments, that doesn't appear to be correct.

There are several near misses but there have been enough gotcha questions to make a person gun shy. ABC ≠ αßÇ.

We are largely technical people. Words have meaning and that meaning should be concise.

Level 10

Ditto. I think it is pretty clear what the correct response(s) is/are, but this has "Gotcha" written all over it.

Level 9

This.
Yeah, I could sort of extrapolate the answer ... but the Service Desk features specifically list those pieces of software. Nowhere in the WHD features did it mention those software pieces, so by that I assumed they were not included.   

The only one that was definitively clear was the Change Mgmt and KB.   

Kind of a bummer because I put a lot of effort into getting the answer, obviously for the reward, but I'm also disappointed they would ask such an obtuse question that was clearly misunderstood and confusing to the general public.

Level 10

I'm sitting here refreshing the comments, probably like many others, waiting for some kind of clarification, and realized that no one has actually invoked yumdarling​ yet.

MVP
MVP

She should get all these posts since she posted the mission.  So since she was not invoked directly, she is already likely aware be fault although she would have to wade through all the other commentary.

Level 10

Ah, you are probably right about already being notified since she made the post. I had not considered that.

Level 10

So I found these sites helpful:

Bottom of the page states 1 that they share, and 2 that Service desk has, and web help desk does not.

Service Desk | Features | SolarWinds

and the link provided earlier for all things Web HelpDesk:

https://www.solarwinds.com/-/media/solarwinds/swdcv2/licensed-products/web-help-desk/resources/datas...

Good luck to all!

Level 12

I did some additional research and decided to take a change and submit, even with the information I gathered and what wasn't stated. I also got it wrong with a message that one of the options I selected IS part of both tools. I know it is, that is why I selected it! There wasn't any feedback as to why the other options I selected were right or wrong, which is the point of these questions right, to learn?

Community Manager
Community Manager

Good morning my friends!

My secondary hint is that jeremymayfield​ is correct.

Also, just FYI, most people are getting this correct.

Feel free to direct message me if you have any issues you want to discuss one on one.

Thanks for tagging me,  userunnown​, I always know I'm definitely needed asap if someone tags me.

Thanks!

Yum