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?
Dear all,
Now and then I've been asked how many tickets where assigned to a "tech group" on a specific day. So off I went to reports to see if this can be arranged.
In reports I can't see a way to get this information. I can configure reports for the "tech group", the day, and the date attribute for time range. But this does not give me a report saying that on 12/07/2017 115x tickets (open, wip, pending etc.) were assigned to User Support (for examples sake).
For us this is important information, maybe I have something overseen. Even to generate this report in queries is not that easy. If you can point me into the right direction that would be brilliant.
Regards,
Eberhard
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!
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!
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.
I asked (at least 1 year ago) and warned that the Web Help Desk app would no longer work on iOS devices and SolarWinds needed to do something quick.
Well, the Web Help Desk app has been removed from the app store, and therefore (at least in Education) has been removed from MDMs and all devices. Our Techs are now without the Web Help Desk app on their iPhones (for several weeks now), and are NOT getting notified of tickets.
Our techs would really appreciate a WHD app update.
We are looking forward to:
Scanning barcodes for Searching Assets
Creating Tickets
Being Notified of new Ticket Assignments
Viewing Calendar of Assigned Tickets for the day
Hi,
First time posting, not sure if I am posting to the right place. I believe I've discovered a bug in the Web Helpdesk software:
I am a technician - not sure if that matters or not. Yesterday another technician and myself changed the background colour for our clients in our client info tabs. The next morning our helpdesk accounts where deleted and our administrator had to re-create the accounts. Our LDAP AD accounts are unaffected. When I looked at my new client, all my tickets where gone from my history (same with the other tech that had changed his background colour). When I searched for my name on the ticket history, my tickets are there with my background colour applied on my name and a [D] next to my name.
Does changing the background colour unlink the LDAP account or does anyone know what happened here?
Thank you very much for reading all this!
Charles
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?
Recently people at our site have had a problem using Chrome and WHD. After they login, everything is fine. If the session goes idle and they come back, there is a login prompt - no big deal. The problem starts when the try to log back in. They get a message "Your session has expired. Please log in again." When they attempt to re-login, they just see the same message. To login, they must close chrome all the way. This is not very practical all the time.
Hey folks,
Quick question, so I have my WHD all set up on a server 2012r2 box within a DMZ. I have been asked to explore the possibility of adding another LDAP connection to allow another company to be able to use and utilise our SD but reference their LDAP etc.
Has anyone ever set this up before and can they talk through kind of how they did it and any issues that they might have encountered along the way?
Thanks!!
Hi all,
We would like to create an approval process for requests like email delegate access that require an approver that is not known when the process is created in the backend.
For example, someone may request delegate access to an email account and we need the approval of the account owner. Is it possible to have a client approval process form that allows the requestor to select the mailbox owner on ticket creation so that the mailbox owner can approve the ticket request before being sent to the remaining static approvers? Ideally, they would be selecting the approver from the user list instead of typing a name and this selection would be used in the approval process as the first approver.
We have a lot of approval processes that do not have static approvers; it would at least be nice if we could add "requestors manager" as an approver since that is a frequent need.
Thanks,
- Craig
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.
The first question I have is regarding custom asset fields. Ive noticed that custom asset fields show up on all asset types unless you go into the asset and set specific custom fields. Is there a way to prevent custom asset fields from showing up on all assets and only have them show up on assets you specify?
Second question is regarding required fields when assets are created. I have asset number, model, location, status all set as required fields. However, when I create an asset the only fields that show bold (indicating they are required) are Asset No, Model, Location. Status and Asset Type are not bold, but when I try to save prompt saying that they are.
Third, we have LDAP setup to import our technicians and end users. We had it originally setup to deactivate the client when the LDAP records were removed. We noticed that several of our accounts were being marked inactive without a chance in Active Directory. We found that it happened to AD accounts that were disabled and that were not disabled. We would like to keep it configured to deactivate the client when LDAP records are removed to prevent having to maintain AD and then having to maintain WHD. Is there a setting I can change to prevent accounts from being marked inactive without them actually being inactive? Perhaps the time out settings?
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!
Is it possible to pull field data into tech notes? Basically I have a field that is called "User's Full Name", instead of me typing in the users name when I create a note can I pull the data from that field. This will help when I am doing a bulk change.
Hi
I've uploaded our assets in the WHD and should have 2576 but it only shows 2500 + more, I cannot export out 2576 as when I try it only says 2501, anyone else had this problem and how do I fix it, thanks in advance
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".
WHD allows you to track assets and apart having native WMI discovery also integrates with various asset management solutions and provides generic integration.
Looking forward to hear from you,
Peter
Does anyone know what "LAST_PHONE_HOME_DATE" in the Preference table is for and what info is being sent to Solarwinds? My DBA brought this to my attention and apparently this column is being updated every hour. I'm assuming it's a license check, but I would like to know for sure.
Not sure if this is possible, so advice would be gratefully received.
We have a tech group calendar set up for chnage management which is populated by the scheduled date in change tickets. Our techs use this when they are both implementing a change, and as a guide to whats going on when they want to schedule a change.
I would like to be able to highlight certain dates and mark them as "Change Freeze in force" so the techs know not to try and schedule anything during certain periods.
If I raise a ticket to do this it just populates the calendar with the ticket number, tech name and scheduled date/time so it doesnt look any different to any other change,
Does anyone have any suggestions?
TIA