Can anyone please suggest the possible meaning and use of Relation field that appears while adding new assets? I couldn't understand this parent and child relation field.
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Solar Winds "Asset Inventory" Parent and Child Relation
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Web Help Desk incoming mail - Connection refused: connect;
I need help setting up Office 365 with Web Help Desk. We actually got the outgoing mail server to work however the incoming is getting "Connection refused: connect;".
An error last occurred at 11/24/2015 10:41 am while attempting to retrieve e-mail from webhelpdesk@<domain>.org
Connection refused: connect
javax.mail.MessagingException: Connection refused: connect;
nested exception is:
java.net.ConnectException: Connection refused: connect
at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:670)
at javax.mail.Service.connect(Service.java:295)
at com.macsdesign.whd.util.EmailUtils$1.executeUntilTimeout(EmailUtils.java:282)
at com.macsdesign.util.ThreadTimer$TimeableThread.run(ThreadTimer.java:138)
Caused by: java.net.ConnectException: Connection refused: connect
at java.net.DualStackPlainSocketImpl.connect0(Native Method)
at java.net.DualStackPlainSocketImpl.socketConnect(Unknown Source)
at java.net.AbstractPlainSocketImpl.doConnect(Unknown Source)
at java.net.AbstractPlainSocketImpl.connectToAddress(Unknown Source)
at java.net.AbstractPlainSocketImpl.connect(Unknown Source)
at java.net.PlainSocketImpl.connect(Unknown Source)
at java.net.SocksSocketImpl.connect(Unknown Source)
at java.net.Socket.connect(Unknown Source)
at java.net.Socket.connect(Unknown Source)
at com...
I've tried both IMAP AND POP with SMTP.OFFICE365.COM, OUTLOOK.OFFICE365.COM over port 995, 993, 587 and 25 and also making sure SSL is checked.
Firewall traffic has been opened from the Web Help Desk server to Office 365. I even went to Office 365 admin center and created a new connector to allow the public IP address of the Web Help Desk server.
Please advise.
Thanks,
Bruce Vang
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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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Web Help Desk REST API give Authentication Required error
Hi,
I try to develop web application using Web Help Desk REST api. I follow the all guides on solarwindws.com but always got above error.
I saw many people got this problem but no one tell exact answer.
This is my url to access api
I have changed apiKey so may be link not working.
Do we need to have https rather than http to access REST api?
Do we need to give any permission on back end to enable REST api?
if not what's wrong am I doing?
I use Tech apiKey and username.
out web login username is email address, So, do I need to put email address for username?
Thank you
Eranga
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Send Email to client by action rule
Hallo, community!
Id like to make an action rule, that sends an email to the client, if the ticket status is "In Progress".
And I have one question - how can I send an email to client by action rule? There is the tag <client_email>. I tried to write this to the feld "Recipient" and save the action rule, but Helpdesk throws "<" and ">" from Recipient. Thats why its unpossible for me to send an email to the client!
I can send it to one certain person, if I write down direct the email-address, but not a ticket's client.
Please help! Thank you!
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change a tech back to a client
Hello...I'm a newish WebHelpDesk user, still learning the ropes. We had one of our clients temporarily take on a "tech" role. At that point, her client account was linked to a tech account we created for her. She is no longer serving as a tech role and I am trying to revoke her tech access. (I no longer want her to manage tickets and I do not want her using up one of my tech licenses). I do, however, want her to be able to submit tickets as a client. I cannot figure out a way to remove her tech account while maintaining her client account. Solarwinds support recommended disassociating the client account from the tech account and renaming the tech account to a different username. This removed the client's tech access, but still leaves me with a tech license in use. Does anyone have a better way?
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WebHelpDesk REST API Qualifier assistance
Hi there,
I am in the process of integrating our reporting system with our WebHelpDesk ticketing system. I am able to get a list of tickets, and extract ticket information, however, I need to be able to create a query/qualifier to get a list of tickets for a company.
So far the API Documentation has not provided any guidance on what properties can be used to construct the qualifier, and it is a bit of a guessing game.
Rather than continue a potentially endless guessing game, does anyone know how I can construct a qualifier that can select tickets based on the name of the company associated with the Client? This is certainly possible through the normal web interface.
What I have so far is:
$qualifier = "(problemtype.problemTypeName %3D '<problemTypeName>') and (clientReporter.companyName %3D '<Customer Name>') and (reportDate >= '" . "2016-05-01T00:00:00Z" . "') and (reportDate < '" . "2016-09-01T00:00:00Z" . "')"
Every time I try it, with variations of the "clientReporter.companyName" property I get an error as follows:
clientReporter.CompanyName = \'<Customer Name>\') failed because attribute identified by key \'clientReporter.CompanyName\' was not reachable from from entity \'JobTicket\'
Any assistance with getting this working would be greatly appreciated.
Please let me know if you need any further information.
Regards,
John Berkers :: Senior Security Engineer
IPSec Pty Ltd
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End users unable to see request types when creating a ticket
Our end users are running into issues with WHD and not being able to create a ticket. When users log in under the request tab they are unable to see what is pictured below.
| Request Type |
|
| Subject | |
| Request Detail |
|
| Location |
All they are able to view is
The only solution we found is the clear all the cache and cookies but the issue will reappear. Most of our users are on FF 48 and IE 10, OS is windows 7.
WHD version is 12.3
Java 1.7.0_45 amd64
Thanks in advance.
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'Service Time Blocks Disabled for This Ticket'
I have received a ticket from a client who was then automatically attached to an office that no longer exists, that had no service time.
and this message then appears below the Company Name/ location when I set it correctly-
'Service Time Blocks Disabled for This Ticket'
So I have 2 problems
1. How to disable the old location? Or Should I simply delete it?
2. How to allow time blocks to be deducted. I have tried everything I can think of, but the message still appears....
Thanks
Adam
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whd scalability: how many action rules do you have in your implementation?
We are in the process of defining our WHD action-rule-set.
We think we'll end up with a large number of rules, so we are trying to figure out how many rules the typical installation does have.
(We are running WHD on a 4 GB on a 4-core Xeon)
How many action rules do you have in your implementation?
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The Web Help Desk service was launched, but failed to start.
Hi All,
I am new to solarwinds tool and just finished installing Web Help Desk. However Web Help Desk in not starting and I am getting below error in log file:
ERROR | wrapper | 2016/05/30 12:19:05 | JVM exited while loading the application.
ERROR | wrapper | 2016/05/30 12:19:09 | JVM exited while loading the application.
ERROR | wrapper | 2016/05/30 12:19:13 | JVM exited while loading the application.
ERROR | wrapper | 2016/05/30 12:19:18 | JVM exited while loading the application.
ERROR | wrapper | 2016/05/30 12:19:22 | JVM exited while loading the application.
FATAL | wrapper | 2016/05/30 12:19:22 | There were 5 failed launches in a row, each lasting less than 300 seconds. Giving up.
I am sure that I missed some Java related configuration, can anyone suggest on this.
Thanks & regards
Vaibhav K Singh
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help links in Web Help Desk are broken since the support web site has been updated
Hi,
I noticed that the very useful help links available inside the application stopped working since the support web site has been updated.
Example: Settings, Tickets:
All those icons bring to the 'generic' support page 'How can we help you' instead of bringing to the specific "Ticket Options" support page.
Are there patches to apply in order to fix this useful feature?
thanks
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Web Help Desk Custom CSS (Client Side)
Hi Guys,
We have been using WHD for some time now and the time has come to set up and customise the Client side.
So far we have managed to center our Company Logo and the "boxes" for Log In/Log Out/Password Help.
However, we did not manage to center the New Account "box" and the Error Message (box(es)), for example when you do not enter an e-mail address and/or password and try to log in.
I've attached a ZIP-file with some pictures to illustrate the issue that we are facing.
Does anyone here have any expierence with this and can help us out?
Looking forward to your replies/tips/tricks/hints!
Cheers,
Robert
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WHD with user base ticket template
Hi,
First of all I tried to do custom template in WHD using REST API to full fill our requirement but it stopped because of too much programming.
Our Scenario:
I am working in a school and we have two type of clients. They are teachers and students. Teachers use school provided equipment such as desktop, printers and projectors.
Students bring their own devices. With Teachers we want to add must fill field such as room number but we don't want to ask question such as have you back up your data in request template.
With students we don't want to ask room number but we want to ask other questions such as back data and visible damage in request template.
Students will be received a email with job number and they have to come IT centre to fix their problem.
Is it possible to do this with WHD?
Thank you
Eranga
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API - CustomFieldDefinitions Post
Can someone help me with some PHP to post a custom field definition? First off it is nuts that we can't post to the audit date field. So we have made a custom Inventory Date field. I can run the query to show the information. How would one take that information and then update the field and repost it back? We have some other Custom fields that we need to do as well. The documentation only shows one example and it is a ticket, not the asset. The section shows that you can with an asset. We also have a funding source. Thanks if you can help me out.
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Small subset of clients seem to randomly become inactive.
I have about 4 or 5 users out of about 200 in my company that seem to get marked as inactive every day.
We're syncing via LDAP, and from what I can tell, these users don't even seem to be attempting to access Help Desk most of the time.
It seems to be consistently the same users each time, and they won't be locked out in AD, but WHD will have them marked as inactive.
We've been able to get by with manually reactivating them, but it's incredibly frustrating for them and us since they have to call us to be unlocked just so they can submit a help desk ticket.
Is anyone else experiencing this issue? Any advice would be greatly appreciated.
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Tech assignment via email
Can technicians pick up ticket assignments through WHD emails, or can it only be done through the web interface? For example, if a tech adds a note through a email ticket link, can the ticket automatically be assigned to them?
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Installing Windows Internal PKI Certificate in WHD
I am trying to replace the certificate used by WHD with a SHA2 certificate from our internal Windows PKI. This will replace the existing SHA1 certificate that is working fine. The new SHA2 certificate loads with no issues in Portacle. I have also loaded the corresponding root CA certificate and issuing CA certificates.
When I go to start WHD, I get the error shown in the image below (Certificates does not conform to algorithm constraints). I have spoken to Tech Support (Case # 1033397) and they say I am getting the error because the certificate needs to meet the following requirements: RSA 2048 bit key strength and SHA-2 algorithm.
I have Microsoft engaged on the case. They helped me generate and export the certificate and Microsoft has verified the certificate supports those requirements. Any suggestions? I have been trying to get this cert loaded for about a month now.
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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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Scheduled Reports not working
Hello all. Last week I setup 2 scheduled reports. Those reports ran great for the first week and then just stopped working. Any suggestions? I have included a screen shot showing the 'Next mailing' date. Running the reports manually works fine.
Thanks - edwelly
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