I have tried, in vain, to setup an E-Mail Subject RegEx filter to prevent auto-reply emails from generating tickets. The issue seems to be that the server is periodically reverting to the default expression: (?i)(out\s+of\s+office).
I have even tried using the example string: (?i)(out\s+of\s+office)|(away\s+from\s+office) But eventually that reverts back to: (?i)(out\s+of\s+office)
We are running build 12.5.1.88, if anyone has any suggestions or insight I would appreciate it.
Apologies in advance it this has come up in these pages...
Our IT department shares our WHD with the maintenance department. The maintenance people have periodic tasks that need to be performed every 3 months/6 months/other time period, such as checking certain filters, regulators, and the like. They are asking if there is a method for WHD to automatically create new tickets for these tasks on a recurring basis.
The query needs to search the History table to see with Tech changed the status to closed. Searching for a RESOLVED status for a particular TECH gives erroneous results, as I can close your ticket, but with this query you'd get credit for that.
is there a way to get this using the web interface or does this have to be pulled from the SQL database?
Is there a way to filter on the "New Client Note" icon? I'm talking about the second column you see when viewing tickets with the dot icons.
Example: Blue is "Ticket is new, needs response. Yellow is "Ticket has a new client note, needs response".
I want to create a Query to filter out just the tickets that have a new note on it regardless of the Status, Priority, Tech, etc.
Is there any way to create a report or query within the Purchase order system? I did a search though the forums and the only other reference I can find is from 2013, with no resolution. Given that we've gone through numerous releases since then, has anyone managed to do this?
I'm looking for such things as:
Purchase orders not yet delivered.
Number of Purchase orders placed with a Vendor over a given time.
Average time from order date to delivery date for vendors.
Search for text strings within the Notes field.
TIA
Rick
We are using Alert Central and now that product has been offically terminated from the line-up was curious about the suggestion to use Ops Genie. Has anyone tried that product yet? Our setup of WHD is not accessable outside our network, so the fact that we have to make WHD's IP public facing raises a questions (by me and my network / firewall admin). If we make our IP public facing, does LDAP authentication have to be shut off?
Is there any way in the Webhelpdesk that I can change the ticket priority when I change the ticket type (Service Request, Incident or Problem)?
I am aware the priority is associated with Request type but this does not accomodate for the type of ticket. For example, there maybe a issue with Request Type "Desktop" which has priority 3 but if its an Incident, I would need the ticket to be increased to Priority 2 with a better SLA. And if its a problem a different SLA.
We would like to use WHD with MS SQL Server 2016. Currently is not supported. Has anyone any experience with this? Please describe it!
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".
At least 8 different ones...
Should we post them altogether, or individually here, or get in touch with the project manager directly?
Looking for advice from this community and Solarwinds.
Is there a way to filter on the "New Client Note" icon? I'm talking about the second column you see when viewing tickets with the dot icons.
Example: Blue is "Ticket is new, needs response. Yellow is "Ticket has a new client note, needs response".
I want to create a Query to filter out just the tickets that have a new note on it regardless of the Status, Priority, Tech, etc.
Looking for a way to have the HelpDesk create a new ticket automatically every week on a set day/time.
i.e We run some reports on Wednesday nights and the results are save into the HelpDesk ticketing system by a tech on Thru mornings. What we are looking for is a way to have the Helpdesk create the tickets automatically on Wednesday nights so that we have the tickets ready to input the data into on Thursday mornings.
Thanks for taking the time to read,
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 -> ChooseDownload (under Web Help Desk license information) -> scroll toTools & Plugins and click Download button next to "Apple Push Notification (APN) Certificate".
We run monthly reports for tickets created, categories, departments and average initial response. The tickets created report includes tickets that were opened, but then merged with another existing ticket.
Is it possible to either run the tickets created report to exclude the tickets that were merged or to run a separate report that shows the number of tickets that were merged?
We are able to run a search for tickets that contain the word merged in the history, but cannot see how to do this in a report.
hi everybody
i am trying to add additional language for client web interface like "request type" / "subject" and etc..
i know that i should make a copy of the "Labels.properties" file and rename it to for example "CustomLabels_XX.properties".
but my problem is how to use native2ascii for encoding?
the syntax is :
native2ascii -encoding "<encoding_name>" [input_file] [output_file]</encoding_name>
but can anyone help me about the exact way of using this encoding???
I have tried, in vain, to setup an E-Mail Subject RegEx filter to prevent auto-reply emails from generating tickets. The issue seems to be that the server is periodically reverting to the default expression: (?i)(out\s+of\s+office).
I have even tried using the example string: (?i)(out\s+of\s+office)|(away\s+from\s+office) But eventually that reverts back to: (?i)(out\s+of\s+office)
We are running build 12.5.1.88, if anyone has any suggestions or insight I would appreciate it.
Our clients frequently send screen shorts (multiple) as part of their request. It is akward to have to save and attach them. Likewise, in our notes we like to send step by step instructions with screen shots. Is there a convenient way to do this? Attachments don't work when trying to provide instructions.
Is there any way to create a report or query within the Purchase order system? I did a search though the forums and the only other reference I can find is from 2013, with no resolution. Given that we've gone through numerous releases since then, has anyone managed to do this?
I'm looking for such things as:
Purchase orders not yet delivered.
Number of Purchase orders placed with a Vendor over a given time.
Average time from order date to delivery date for vendors.
Search for text strings within the Notes field.
TIA
Rick
Hi All,
We've been working through integrating the Solar Winds Web Helpdesk with our in-house Job management/Accounting software and I thought I'd share some results.
We are using the powershell invoke-restmethod commandlet to query the API interface, but as a big disclaimer I am no expert and have a fair bit of help from the solarwinds team!
The main reason for posting is that I was very surprised at how little information on integration with this product there was on the web. So for what it's worth here it is.
For those looking, you will need the API manual: http://www.solarwinds.com/documentation/webhelpdesk/docs/whd_api_12.1.0/web%20help%20desk%20api.html
We needed to search for tickets that had a blank custom field so we new which tickets had not yet been synced with our JM/A system.
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets?&qualifier=(customFields.stringValue %3D null)&apiKey=keygeneratedundertechaccount" > D:\tickets\NewJobs.txt
Then strip the ticket number out so we could get then query the ticket details. (sorry this became a table when I copied the line into this window...)
It also strips the leading spaces and outputs each tickets details into a file which is called the ticket number
| select-string -pattern 'id | :' newjobs.txt | foreach {$_.tostring().Split(':')[4].trimstart()} | foreach {Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets/$_/?&apiKey=keygeneratedundertechaccount" > details\$_} |
We also wanted to be able to update the ticket custom field with the new job number from our system (you can see the ticket number I was experimenting with was 115 and the json file containing the new field value is called test.json)
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets/115?&apiKey=keygeneratedundertechaccount" -InFile test.json -Method Put
Contents of the test.json file looks like this (custom field ID is 13, Job number to be inserted E12345)
{"customFields": [ {"definitionId": 13, "restValue": "E12345"}]}
It's still a work in progress, as I mentioned I'm no expert. The next thing I have to do is work out how to query to show tickets that have been updated since last time I queried the Helpdesk system... so if anyone wants to chime in please do!
Other information I found useful along the way:
To produce a list of customers locations
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Locations?&apiKey=keygeneratedundertechaccount" >Locations-customersites.txt
To produce a list of status types
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/StatusTypes?&apiKey=keygeneratedundertechaccount" >Statustypes.txt
To get a list of priority types
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/PriorityTypes?&apiKey=keygeneratedundertechaccount" >prioritytypes.txt
To request a list of request types
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/RequestTypes?&apiKey=keygeneratedundertechaccount" >requesttypes.txt
Get a list of Techs and their IDs
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Techs?&apiKey=keygeneratedundertechaccount" >techs.txt
Ben
Hi there, have been playing around with the Look & Feel, updating the logo and changing to our companies color scheme. All is well except the "Remember Me" button. I enabled this button under Setup>General>Authentication>Show "Remember me Checkbox".
This does add the checkbox to the login screen as expected, however with the color scheme I am using the text is not visible. I can find no option that changes this color on the Look & Feel section. Any suggestions?