There are several request types that we do not use anymore and they are made not visible to clients, how can we make them not visible to techs either? I don't want our techs selecting the incorrect request type, that is why I need them to not be visible to techs as well. There are no active tickets in these request types either. In the future, we may want to run reports on these request types, so deleting them is not an option.
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I would like to hide some of our request types from techs that are not made visible to clients, is there anyway to do this?
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"Unable to Connect" errors when using Office365 as Email Server
We use Office365 for our email system here. Quite often, though with seemingly no pattern, I get emails from Web Help Desk telling me:
Subject: Error Processing E-Mail
Body:
Unable to connect to the Incoming Mail Account 'webhelpdeskaccount@myinstitution.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 for more information.
Please send any Exchange-related support questions to exchangesupport@webhelpdesk.info."
When these error happen, I will get an email every two minutes. I can login to this Office365 account when this is happening, so the account is not unreachable. Emails from WebHelpDesk's ticketing system still go out. I have tried some of the Advanced E-Mail Properties, but they don't seem to help.
Sometimes when I look at the Email settings, both are green. Sometimes not. Like right now. I'm currently logged into this email account. So I know it is online despite the little red light saying it is not.
Here are my email settings. If anyone is using Office365 and NOT getting these errors, I'd love to know how you have these settings configured.
Thanks!
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Prevent Deletion of completed asset reservations
We are considering using asset reservations to manage our equipment checkout process. Based on my testing, it appears that the reservations are deleted immediately after the item has been checked in and the scheduled in time has passed. Is there a way to prevent old reservations from being deleted?
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Is Web Help Desk REST API Supported in WHD 12.4
I am having the hardest time even finding documentation for WHD REST API for 12.4.x.
I have also never received much feedback when submitting questions/ help requests from Solar Winds. Is the REST API not supported?
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How to remove "Evaluation is ending!" (at the homepage)
Hi there !
First of all, that is my first post :-D
And moreover, sorry for my englisch, I'm from germany ;-)
Now, here's my question, I hope you can help me:
How can I remove the "yellow note line" at the homepage in the Orion Web Console "x products licensed. 1 product evaluation expired." And further then: Evaluation is ending!".
I hope you can understand my question and could help me :-)
Best regards from germany :-)
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Did WHD 12.4.2.36 introduce different browser requirements?
I am testing WHD release 12.4.2.36 and can not get the FAQ editor to work using our standard browser (IE 11.545.10586); Win10 or Win7. The "Loading" box just appears and keeps spinning. I tried Firefox and everything works Ok. If IE 11 is not supported then I can't upgrade as this browser is a requirement for several of our ERP and manufacturing applications. Anyone else have this issue?
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WHD Dashboard
Hello
Am I right in thinking that I should be able to share or publish my WHD dashboard?
I'm sure I read it somewhere but can't find any documentation on it anywhere, including searching the Solarwinds online WHD documentation and searching this forum.
Any advice or opinion very welcome :-)
Thank you
Grant
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Tech Status Such as (V) (I) and (S)
I forgot what (S) meant. Does anyone remember?
Thanks
Barry
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Tickets
When users are submitting tickets they no longer appear on in my tickets in WHD or show up on the calendar. Can someone tell me how to fix this?
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how to get rid of the inline cid links
When you send a ticket or a note using email, and you paste a picture inline, the resulting note has '[cid:image001.png@01D2140B.14EC4530]' in the body where the picture was. Users, of course, click this link; it does not work. Which is frustrating.
The working link is only at the very bottom of the emailed note. VERY easy to miss.
If the link cannot be made to work, I would like to instead have a placeholder saying 'go to bottom of note for link to image1.png'. Or else have nothing.
Has anyone come across the means to do either of these options? Or do you use a different way?
Thanks. HS
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ERROR UPLOADING ATTACHMENT WITH API
I'm trying to use the API to upload a ticket attachment. Using the workaround doc found in another discussion about a different error trying to do the same. Using postman. I've been able to successfully auth and get JSESSIONID and wosid... and trying the upload post exactly as it is in the API doc just to try to get a successful example. Receiving the error response...
{
"type": "exception",
"message": "Could not parse multipart servlet request; nested exception is org.apache.commons.fileupload.FileUploadException: Stream ended unexpectedly",
"result": {
"success": false
}
}
Tried the image file upload from postman in the workaround doc and get the same message. Tried to be diligent to investigate "Stream ended unexpectedly". References server closing the connection, but hard to know why. Hoping someone has seen this in context of this API before having to get too deep in the server logs.
Here is the raw post body from the API doc for easy reference...
POST /helpdesk/attachment/upload?type=jobTicket&entityId=40&returnFields=id,uploadDate HTTP/1.1
Cookie: JSESSIONID=BA1B63AA2DD9EBBB62B7A20E37377DED; wosid=EoPFUriceH4t4jn5HiXiqg
Content-Type: multipart/form-data; boundary====1400591996857===
Cache-Control: no-cache
Pragma: no-cache
User-Agent: Java/1.7.0_55
Host: 127.0.0.1:8081
Accept: text/html, image/gif, image/jpeg, *; q=.2, */*; q=.2
Connection: keep-alive
Content-Length: 2143
--===1400591996857===
Content-Disposition: form-data; name="fileUpload"; filename="my.ini"
Content-Type: null
Content-Transfer-Encoding: binary # MySQL Server Instance Configuration File
# ----------------------------------------------------------------------
... the rest of the file...
--===1400591996857===--
Any help is really appreciated!
Thanks
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Odd error with Action Rules
I'm seeing an odd error in the logs recently. Web Help Desk is complaining about:
Encountered error while testing Action Rule "Some action rule name" against Ticket xxxx:
er.extensions.eof.ERXDatabaseContextDelegate$ObjectNotAvailableException: No com.macdesign.whd.TechGroup found with globalID: <TechGroup: [id: '1']>
It enumerates every rule it goes through (all of them in my case), for every ticket coming in.
This started (I think) after I deleted a Tech Group. That tech group is not used in any action rule.
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Documentation for ticket commands in e-mail subject line?
In the WHD product brochure, Administrator's Guide, etc., there are several references to being able to manage tickets by e-mail. I tripped across the commands in the subject line when playing around with Approvals, but I have not been able to find anywhere where this is fully documented. I am looking for full documentation of all the available commands and syntax. Ultimately, we would like to be able to close tickets, add comments, etc. by replying to ticket e-mails (or possibly by creating a new e-mail).
This is a very useful feature in Spiceworks that I have used in the past. Spiceworks will parse the body of the e-mail, and you can use commands such as #close to close a ticket (you can even add this after a note, to add a note to the ticket and then close it).
Can someone point me to documentation for this?
Thanks!
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how to get rid of the inline cid links
When you send a ticket or a note using email, and you paste a picture inline, the resulting note has '[cid:image001.png@01D2140B.14EC4530]' in the body where the picture was. Users, of course, click this link; it does not work. Which is frustrating.
The working link is only at the very bottom of the emailed note. VERY easy to miss.
If the link cannot be made to work, I would like to instead have a placeholder saying 'go to bottom of note for link to image1.png'. Or else have nothing.
Has anyone come across the means to do either of these options? Or do you use a different way?
Thanks. HS
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Download & Install new Apple Push Notifications Certificate!
One of the WHD features is the ability to push notifications to your mobile phone using the Apple Push Notifications Service. This service requires a certificate which expires today. If you want to continue using these notifications you need to install the new certificate availalbe from your customer portal.
Click on License Management -> MyDownloads (under Web Help Desk licenses information) -> scroll toAdditional Downloads and click Download button next to "Apple Push Notification (APN) Certificate".
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How to remove "Evaluation is ending!" (at the homepage)
Hi there !
First of all, that is my first post :-D
And moreover, sorry for my englisch, I'm from germany ;-)
Now, here's my question, I hope you can help me:
How can I remove the "yellow note line" at the homepage in the Orion Web Console "x products licensed. 1 product evaluation expired." And further then: Evaluation is ending!".
I hope you can understand my question and could help me :-)
Best regards from germany :-)
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Separate Subject line and Request Details for a report
Hello,
I am trying to run a TSV and import it into excel. When the users put and tabs or anything, it seems to break the TSV import quite a lot. I've fiddled around with it all day trying different delimiters and can't seem to get this report/export going smoothly. I can make it work if I remove all request detail, but we would like to keep at most the field "Subject line". Is there a way to do this that someone could help me with?
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Setting Up WHD in K-12
I am with an IT department in a district with 7 school sites. We just purchased WHD for our department, and I will be setting it up. Before I start, I have some questions about organizing companies and locations.
Eventually, our district would like to add WHD for maintenance and HR, each with a separate url and branding, but we would like continuity within the database. I am wondering how to accomplish this.....
- Should maintenance, HR, and IT be companies within one instance of WHD and the schools be the locations? (I'm thinking there can be only be 1 url and branding this way.)
- Should we have a separate VM instance of WHD for maintenance, HR & IT with each school being a company (or location)? (If we have separate VM instances, then I'm thinking the database won't be shared.)
If you are in K-12, how have you set up WHD for your district?
Any advice is greatly appreciated! Thanks in advance for any suggestions you can share!!
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How to allign the login page centre
We are running whd 12.4.2 - Build #12.4.2.36
How can we centre the login box or even the rest of the help desk.
I'm assuming with css but there sno option to edit any css in the look and feel section.
IS there another way.?
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Inform group of users with open ticketes
Dear all,
Because of some unexpected circumstances we are faced with a huge backlog of service tickets.
We will work our way through, but the key in a situation like this is to communicate with the users (even if it is not so good news).
We have so many tickets open that it is simply not practical to email each user individuality ticket-by-tickete. I was wondering if this could be organized by WebHelpDesk in some sort of way. For example, to send an email template to all tickets which meet the following criteria:
- Assigned to a specific Tech Group
- Status open or pending
At this point in time it is not an option to send an email to all members of staff (almost 1,000) to explain that there will be substantial delays in processing service tickets because of the high workload. To bypass this issue I would at least like to contact the users who have tickets open.
Any help is appreciated.
Regards,
Eberhard
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