I have 3 custom fields that are appearing in a ticket when they are not selected. Any ideas why this might happen?
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Custom Fields appearing when not selected
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WHD Client Keeps Randomly Coming up [D] on Tech link
One of my techs' linked client account keeps coming up deleted/disabled out of nowhere. I can fix it by simply unlinking their client account then re-linking it, but it happens again a week later. No clue what causes it - I have dozens of other techs all with linked client accounts and this does not happen to any other accounts. Anyone else experience this and/or have a fix for it? Maybe delete/re-add the client LDAP account, or delete/re-add the tech account? On version 12.5.2
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Custom Fields appearing when not selected
I have 3 custom fields that are appearing in a ticket when they are not selected. Any ideas why this might happen?
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Report - Linked tickets
Is there a way to report linked tickets through WHD? We will be using linked tickets for problems/quick-fix/projects
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Report - Asset by time
New to WHD (v5) but being asked to make some changes.
Want to run reports based on time spend, based on tickets, under each asset (we asset software). Is there an easy way through front end of the reports without going into SQL?
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WHD Client Keeps Randomly Coming up [D] on Tech link
One of my techs' linked client account keeps coming up deleted/disabled out of nowhere. I can fix it by simply unlinking their client account then re-linking it, but it happens again a week later. No clue what causes it - I have dozens of other techs all with linked client accounts and this does not happen to any other accounts. Anyone else experience this and/or have a fix for it? Maybe delete/re-add the client LDAP account, or delete/re-add the tech account? On version 12.5.2
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Web Help Desk and Office 365 mail
Is anyone using Web Help Desk with Office 365 mail? We have found since migrating to this that our Help Desk has issues checking its mail intermittently, nearly every day.
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Custom Fields appearing when not selected
I have 3 custom fields that are appearing in a ticket when they are not selected. Any ideas why this might happen?
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how to configure interface percentage for monitor in solarwind software.
how to configure interface percentage for monitor in solarwind software.
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Task Examples
I was just wondering if there was any documentation\examples for various Tasks and different ways to use them. Right now we're doing trial by error but are curious if we may be missing a different way to use them.
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Assigning tickets to a tech based on location
Hi all,
This is more of a 2 part question, hopefully someone will be able to help.
1. Is there a way to assign a tech to a location so that all new tickets opened from that location will go to that specific tech?
2. The techs within the company rotate around each sites so in relation to the first question are we able to then change which tech is at which site?
Thanks,
Dom
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Tickets PDF and Custom Fields
When I print a ticket using the "Gear" and selecting Tickets PDF, I don't understand why some custom fields will print and other custom fields are ignored. I cannot find any location which specifies to print a custom field or not to print a custom field.
Can anyone give me any pointers please?
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Adding Location to Location Group
Hi all I can't add a Location to a Location Group. I have created the Location Group however when I edit it under Assigned Locations I don't have the option to select any existing Locations. Likewise if I go to the Location there seems to be no option to assign it to a Location Group. Any help appreciated
Thanks
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Web Helpdesk - Parts, tickets and alerts
We just turned on the Parts piece in our installation. We are looking at a simple usage for just tracking purposes not billing.
The manuals are pretty sparse on the overall functions of the Parts and Billing piece.
Is there a way to easily track who has used/taken a part when it's added to a ticket?
I notices that the low inventory alerts seemed to be hit and miss. We ideally want to get 1 alert once the part is below the threshold, but not have it send every x time period.
Our department secretary really wanted a builtin Helpdesk process that would just create a ticket when parts were low, not send out an email.
Has anyone got any good suggestions on getting a little more control over the parts and inventory piece? It seems like it's still pretty basic, so I'm hoping that more improvements will come over time.
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Disable Tech Account - Can no longer log in as Client?
Hello.
We have a new situation that has come up. One of our Technicians has changed positions, and no longer requires Technician access to the help desk. I have gone ahead and inactivated their Tech account. The Technician tried to log in, and was unable to do so.
My next step was to unlink their client account from their Tech account. I asked the Technician to log in with their Windows password, since we are using LDAP Connection. The Technician is still unable to log in.
Since we are using Windows Authentication for Clients to log in, I am unable to reset this individual's password.
I am out of ideas....if you have any ideas, please share them
Thank you!
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Web Help Desk and Office 365 mail
Is anyone using Web Help Desk with Office 365 mail? We have found since migrating to this that our Help Desk has issues checking its mail intermittently, nearly every day.
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Report - Asset by time
New to WHD (v5) but being asked to make some changes.
Want to run reports based on time spend, based on tickets, under each asset (we asset software). Is there an easy way through front end of the reports without going into SQL?
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How to change Font and Style of the FAQs in WHD
Hi Everyone,
Is there any option to change the font size and the style of the FAQs that are displayed on the HD portal. I have checked, but I dint find anything as such.
Please advice
Thanks & Regards,
Saroop
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Office 365
When using Office365 as the Incoming Mail Account, it causes intermittent connection issues whereby the helpdesk shows a timeout message from the server:
"A previous attempt to connect to name@domain.com (host 'outlook.office365.com') failed for 'name@domain.com'. 0 interval(s) remaining until retry."
Unable to connect to the Incoming Mail Account 'name@domain.com' due to the following error:
"Error while contacting mailbox: The helpdesk was able to make a connection with the Exchange web server, but a timeout occurred while attempting to retrieve the Exchange folder list. Please see FAQ<http://www.solarwinds.com:80/onlinehelp?productType=WebHelpDesk&language=en_US&productVersion=12.5.0&viewType=ProductView&authenticationKey=ignore&helpKey=HelpDeskFAQ125ExchangeConnectError> for more information.
I understand that we can ignore this timeout message, however we receive them so frequently it's not really possible to do. On top of this, if we have any other issue it's them spammed over by these messages and we can't see the other underlying issue. On top of this, it's quite distressing to see so many timeout messages in a short period of time across multiple days.
The Mail Account is set to Exchange, I understand that I can change this to POP3 or IMAP but this is not a feasible option.
I've increased the Connection Timeout to 400+ and this isn't reducing the error messages by much.
The connection to the server seems fine using this test: Microsoft Remote Connectivity Analyzer
Using Wireshark we can check the data packets but nothing seems off there either.
The firewall isn't causing any issues and the port isn't an issue either.
Multiple sites have reported the same issue, is this happening for anyone else here?
I've logged this with SolarWinds support, any further assistance would be very much appreciated if anyone has any ideas to try.
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Action Rules for Assets?
Morning everyone.
Does anyone know if there is an equivalent of an action rule for assets?
I have a custom field within my Assets called 'Asset Owner' which is a popup menu type field. I want to be able to automatically change the value of this field when the asset status field is changed to something different to its present value.
Does anyone have any ideas on how I can do this?
many thanks for any suggestions
Rick
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