This suggestion about the ticketing system and its use to me as the customer. Would it be possible to access ticket history, both open and closed, on in the Customer Home area of your website? This would allow for me to also "track" a ticket. One of our vendors, WebSense, has a great online trouble ticket system. It allows for full interaction with the ticket, such as posting files to the ticket, updating with requested information and messaging direct to the tech working the ticket.
I am not sure if this is a "Good" place to post this, if not sorry, let me know where.
This is the right place. This feature is on the roadmap and has been since the inception of thwack. It will only be a matter of time. What ticketing system does WebSense use?
Mark Wiggans Thwack Moderator
I sent an e-mail to Installation@solarwinds.com for a license reset as per this page:http://www.solarwinds.com/support/faq.aspx
How many times can I uninstall and reinstall a product using my current license?Each installation of SolarWinds software requires a unique key. If you are moving your product from a test server to a production server, you need a new license key for your production server. Each installation requires a license key. If you need to migrate to a new server, email installation@solarwinds.net to have your license key reset.
How many times can I uninstall and reinstall a product using my current license?
Each installation of SolarWinds software requires a unique key. If you are moving your product from a test server to a production server, you need a new license key for your production server. Each installation requires a license key. If you need to migrate to a new server, email installation@solarwinds.net to have your license key reset.
This is the reply I received:
As an ongoing effort to better serve our customers we have changed the way support requests are sent to SolarWinds. Please use our new ticket system by filling out the online form here: http://www.solarwinds.net/support/ticket Using this online form will get your issue into our case management system and assigned to a Technical Support Rep. immediately, which will reduce the time it takes for us to contact you with a solution. You can also submit your support request by copying and pasting this link into the address bar of your browser: https://forms.netsuite.com/app/site/crm/externalcasepage.nl?compid=638609&formid=12&h=3d0552f20b2e9bd6580b Or you can go to http://www.solarwinds.net/support and select the “Submit a Ticket” link on the left side of the page. SolarWinds Support Team
As an ongoing effort to better serve our customers we have changed the way support requests are sent to SolarWinds. Please use our new ticket system by filling out the online form here: http://www.solarwinds.net/support/ticket
Using this online form will get your issue into our case management system and assigned to a Technical Support Rep. immediately, which will reduce the time it takes for us to contact you with a solution.
You can also submit your support request by copying and pasting this link into the address bar of your browser: https://forms.netsuite.com/app/site/crm/externalcasepage.nl?compid=638609&formid=12&h=3d0552f20b2e9bd6580b
Or you can go to http://www.solarwinds.net/support and select the “Submit a Ticket” link on the left side of the page.
SolarWinds Support Team
I'm very confused, as I know in the past Support did not do license resets & would direct me to another group.
What is the correct procedure?
-=Cheers=-NG
---Orion V8.1 SLX, SLX secondary poller, SQL2005 x64 SE, 14GB Ram, 12k+ elements and counting--- ---Orion V9.1 SP2 SL2000, SQL2005 Express 866 elements and counting---
You should submit a ticket using the Netsuite form (which is a support ticket) however your requests will be handled by customer service rep. and not a support tech.
The installation@solarwinds.net is an unmonitored legacy address which you will receive an automated reply from with the Netsuite submission link.
(1) Orion V9.1 SLX running Web Site(4) Orion V9.1 SLX remote pollers (2) NCM (Cirrus) V5.0 SLX MS SQL2005 x64 EE VoIP Monitor NetFlow Traffic Analysis 13000+ elements
Hi:
I work at Sixbell Nekotec Solutions and we use the software Magic of BMC REMEDY, now called BMC Service Desk. And it is going great. You can create the interface as you wish. A BMC Remedy expert can help you create this interface at your office, of course at a cost.
I think is good ticket tool.
http://www.bmc.com/products/products_services_detail/0,2833,19052_19426_24031563,00.html
