This years certificate has now expired, can we have a new one please?
Cheers
↧
APNS Push Certificate
↧
Content in Request Detail box erased after switching to a different category (with 3 levels of choices)
We had a client yesterday submit a ticket saying that he had spent 20 minutes typing out a request in the "Request Detail" and then realized he needed to switch the category/request type. Well upon doing that, everything in the request detail box was erased. Safe to say he wasn't very happy!
It appears that this does not happen when you only have two levels of choices (for instance: I.T. > Event Set Up) and you switch it to another category (I.T. > Purchase Request) that has 2 levels of choices. The problem is when you go from 2 levels of choices (I.T. > Purchase Request) to 3 levels (I.T. > Hardware > Laptop) or from 3 levels (I.T. > Fob Request > New Fob) to another I.T. request type (I.T. > Hardware > Laptop). If I was just to switch that last level of the 3, then the request detail box will not be erased.
In theory, it makes sense to me as that is the way I thought it worked before I ever received the ticket. I just want to make sure, though, is this the way that it should operate? Is it even possible to leave the Request Detail box untouched no matter what request type is chosen (besides the types that have the request detail hidden)?
Beyond whether it should or shouldn't do that - It would be neat for a warning box to pop up if say "greater than 100 characters" had been typed into the request detail box.
↧
↧
Upgrade to 12.5.1 - Error while updating data to version 12.4.2
No com.macsdesign.whd.ProblemType found with globalID: <ProblemType: [problemTypeId: '0'
... stopped our upgrade in its tracks. Anyone else have the issue coming from 12.4.1 to 12.5.1?
Share your solutions?
--------------------------------------
Saw these fixes in release notes - but they must not be related to this issue - is there some way to find
more details on these cases/fixes?
1103687 | An error no longer occurs when upgrading Web Help Desk to the next release. |
- 12.5.1 release notes
The software installers no longer generate an issue during an upgrade. * | 967334 |
- 12.4.2 release notes
↧
"Invalid address: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1 Unable to relay"
We get the following error trying to send emails to clients on a particular domain:
Invalid address: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1 Unable to relay
We've configured our exchange 2013 server with an open relay to allow connections from the Web Help Desk server which authenticates anonymously, the tests work fine and we can send emails to our internal domain without issue. We've recently synced accounts from another external office which uses a different domain but the above error is generated when trying to send an email from a ticket. I've checked settings on the Web Help Desk and that is configured to send emails to any domain.
Any ideas on what am I missing? Thanks in advance!
↧
How to Remove IT Manager from Ticket Auto-Assign Queue
Greetings,
I thought I followed the correct settings when configuring my WHD account (apparently not), but I still receive tickets assigned to me (users currently cannot pick and choose when creating ticket). The questions I have are:
1. How to configure it correctly so that new tickets will not auto-assign to the IT manager?
2. When I create new ticket on the client's behalf, is it possible to pick the technician to assign the ticket to?
Thank You,
↧
↧
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.
↧
Email all techs when a new ticket is submitted via email
Is there a way to configure SWHD to send an email to all the techs when a new ticket is created via email? If not how do I change where and when it send the notifications of a new email ticket?
↧
Drop down lists by location in Tickets
I was wondering if there is a way to get better information from our customers in terms of printers.
Currently we manage over a 100 different printers at 14 different sites. People often create tickets that they have issues with the printer but never give us the info on which printer they are having problems with.
Our ticket currently just has a box where they enter in information. We also have highlighted text telling them to enter in the ID of the printer so we can effectively resolve the issue. Often times people ignore the highlighted text and we often have to contact them to get the information we need.
Is there a way to integrate a drop down box that only lists the printers they have by location? and make it a requirement? so if they don't select a printer, they can't submit the ticket.
Thanks.
↧
Adding custom categories for report rows/columns
Is there a way to add new custom categories for reports on the Web Help Desk?
My goal is to present a report that shows SLA categories, and divide tickets in those categories into sub-categories based on SLA timelines (if a Medium Priority ticket is done in less than 30 hours, it's green; if same ticket is done 30hrs<x<40hrs it's yellow, etc).
Would rather not have to pull our DBA to do it if the product already has this capability.
↧
↧
Branching CAB Approval process
Is there a way to have a CAB approval process branch depending on decisions?
Our intent is to follow a workflow that was decided upon in committee, which has several branching paths (some that loop back as well).
Is this available, or should this be a feature request?
↧
RESOLVED having issues after upgrading to 12.5.1
We have the Resolved status type set so that those tickets automatically close after two days and set to not allow clients replies to Resolved emails to reopen tickets. However, since the upgrade to 12.5.1 last week those two functions are no longer working. I've tried making changes to them, saving those changes, and then changing it back. No help.
Anyone have any ideas?
↧
How to create a daily ticket report in WHD
We are moving to production use of WHD next week. One item I am looking for help with is how to create a report that can be scheduled on a daily basis. This report would list tickets open for the previous day, sorted by Tech Group. The contents would like the image below (Ticket #, Time Opened, Tech Assigned, Client, Description, one or more notes (latest listed first), and the priority of the ticket.
I know we can produce this report from the main ticket screen, but that is on-demand/manual. The image is a sample of the report from our old system, using Crystal Reports and a schedule job to e-mail to the IT team. Is a scheduled report like this possible in WHD?
Thanks!
↧
Email all techs when a new ticket is submitted via email
Is there a way to configure SWHD to send an email to all the techs when a new ticket is created via email? If not how do I change where and when it send the notifications of a new email ticket?
↧
↧
Drop down lists by location in Tickets
I was wondering if there is a way to get better information from our customers in terms of printers.
Currently we manage over a 100 different printers at 14 different sites. People often create tickets that they have issues with the printer but never give us the info on which printer they are having problems with.
Our ticket currently just has a box where they enter in information. We also have highlighted text telling them to enter in the ID of the printer so we can effectively resolve the issue. Often times people ignore the highlighted text and we often have to contact them to get the information we need.
Is there a way to integrate a drop down box that only lists the printers they have by location? and make it a requirement? so if they don't select a printer, they can't submit the ticket.
Thanks.
↧
Adding custom categories for report rows/columns
Is there a way to add new custom categories for reports on the Web Help Desk?
My goal is to present a report that shows SLA categories, and divide tickets in those categories into sub-categories based on SLA timelines (if a Medium Priority ticket is done in less than 30 hours, it's green; if same ticket is done 30hrs<x<40hrs it's yellow, etc).
Would rather not have to pull our DBA to do it if the product already has this capability.
↧
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?
↧
Powershell create bulk tickets in Solarwinds Web Helpdesk
Hi, I am trying to create a powershell script that will create multiple tickets in solarwinds based off the security groups in Active Directory. This is for my companies termination process. I am an user administrator to multiple outside vendor websites, where we create access to the sites for the employees in my company. I am responsible for disabling there access in those websites when they are terminated. Because we have nearly 100 different website applications that we grant access to, knowing what application each user has access to is hard. So we created security group markers in AD to let us know what application they are in.
I need to create individual tickets for each security group, instead of doing it manual. I would like to automate it by creating a powershell script to create the individual tickets. Is this possible?
Any assistance would be appreciated.
#Loop through each row containing user details in the CSV file
foreach ($User in $bulkTerms)
{
$Termeduser = Get-ADUser -Identity $User.SamAccountName -Properties *
$Date = Get-Date -format s
$termticket = @{
"reportDateUtc" = $Date,
"room": "",
"emailTech": true,
"emailTechGroupLevel": false,
"emailGroupManager": false,
"emailCc": false,
"ccAddressesForTech": "ADD Email",
"emailBcc": false,
"bccAddresses": "",
"subject": "Terminate Access",
"detail": "Terminate access in Application.",
"assignToCreatingTech": false,
"problemtype": {
"type": "ProblemType",
"id": 6
},
"sendEmail": false,
"location": {
"type": "Location",
"id": 1
},
"department": {
"type": "Department",
"id": 1
},
"clientReporter": {
"type": "Client",
"id": 1
},
"customField_1": "Version 9.1.7",
"statustype": {
"type": "StatusType",
"id": 1
},
"prioritytype": {
"type": "PriorityType",
"id": 1
},
"assets": [
{
"id": 1,
"type": "Asset"
},
{
"id": 2,
"type": "Asset"
}
]
}
{
if (Get-ADUser -F {SamAccountName -eq $SAM}) {
$json = $termticket | ConvertTo-Json
Invoke-RestMethod https://whd/helpdesk/WebObjects/Helpdesk.woa/ra?apiKey=apikey -Method POST -Body $json -ContentType "application/json" -Verbose
}
else
{
#If user does not exist in Active Directory
Write-Warning "A user account with username $SAM does not exist in Active Directory."
}
↧
↧
Admin account locked and deactiavted
Just upgraded to webhelpdesk 12. The administrator account has locked and been deactiavted as the password was changed and I was not advised.
I put in a tech support request but have been advised the tech support dont support administering the postgresql DB but was told that I need to:
What you will want to do is open the database using a web console, then find the "dbo.Tech" table, and within that find the "CLIENT_TYPE" column. Here you will be able to find your users and the main admin account. Change the type to a 1 for admin, or 2 for tech.
Can anyone advise how I open a web console (i have found the PGAdmin3 program but am not sure of what the setting for it are.
Can one help?
Thanks
↧
How to use Apple Remote Desktop 3.8 with WHD
My problem is this...how do you utilize ARD with WHD when WHD is running on a windows machine and ARD is running on a mac server?
The help file with WHD states: As of version 3.3, Apple Remote Desktop uses a local SQLite database to store report data. This means that Apple Remote Desktop must be installed on the same machine as Web Help Desk to sync inventory data.
Any help would be appreciated.
↧
Error 1067 starting webhelpdesk service
I have been using version 12.3.0 on a Windows 2008 Std server. All has been well until very recently, the whole application has ceased working and I have been unable to start the WHD service by batch file or manually. Windows throwing the 1067 error. This is a sample of the appserver log:
ERROR | wrapper | 2017/09/06 13:59:00 | JVM exited while loading the application.
ERROR | wrapper | 2017/09/06 13:59:04 | JVM exited while loading the application.
ERROR | wrapper | 2017/09/06 13:59:08 | JVM exited while loading the application.
ERROR | wrapper | 2017/09/06 13:59:13 | JVM exited while loading the application.
ERROR | wrapper | 2017/09/06 13:59:17 | JVM exited while loading the application.
FATAL | wrapper | 2017/09/06 13:59:17 | There were 5 failed launches in a row, each lasting less than 300 seconds. Giving up.
FATAL | wrapper | 2017/09/06 13:59:17 | There may be a configuration problem: please check the logs.
ERROR | wrapper | 2017/09/06 13:59:18 | The Web Help Desk service was launched, but failed to start.
I have so far, uninstalled and re-installed the application, both on the same server and also on a Win 7 desktop, neither of which resolve the issue.
Has anyone else experienced this, as I am scratching my head.
↧