Is there any way to disable the escalate/de-escalate feature? We are a school district with a small IT staff of 8 people - we all work on the same tickets and we don't escalate tickets to others. Our clients keep hitting the escalate button after submitting a ticket (thinking they will get help faster) but all they are doing is loading up my IT Director with "escalated" tickets which is slowing down our response process. It would be great if we could just turn that feature off.
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Disable escalate/de-escalate
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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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How to depend what clients are able to see or not
Hi all,
Im busy with building the WHD for our department. I'm looking for a solution for the next problem. I know how to depend what kind of tickets client are able to make themself. But we are also making tickets on a client and we don't want them to see the tickets.
I'm trying a lot, with the visibility options but they are always able to see the ticket in the history. Even if I enabled the visible option for the request type.
Anyone got a solution for this?
Thanks in advance!
Kindly regards,
Jelmer
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Create Queue
Is their a way to create a custom Queue instead of the standard My Tickets, Group Tickets, Flagged Tickets listed at the top. To filter tickets that have been created with a certain label to filter into that clickable tab at the top?
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Disable escalate/de-escalate
Is there any way to disable the escalate/de-escalate feature? We are a school district with a small IT staff of 8 people - we all work on the same tickets and we don't escalate tickets to others. Our clients keep hitting the escalate button after submitting a ticket (thinking they will get help faster) but all they are doing is loading up my IT Director with "escalated" tickets which is slowing down our response process. It would be great if we could just turn that feature off.
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Limiting Status Types to specific ticket types
Is there any way that I can limit a particular status to specific ticket types?
I know I could change an unsuitable status via action rules, but I'd rather that he techs didnt have the option to select it in the first place if possible.
TIA
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Report / Query of tickets assignements
Dear all,
Using the information in History of a ticket, easily helps to find out if a ticket was taken by a tech or given by somebody (line manager) to a tech. Sometimes it might be interesting to create a report / query to extend this from one ticket to many tickets during a specific time frame.
I thought about how to create this information?
To find out if a ticket was taken by a tech the following information is in History:
Name: Joe Bloggs
Action: Assigned to Joe Bloggs from Support Group
If somebody else gave the ticket to the tech the following information is in History:
Name: Anna Black
Action: Assigned to Joe Bloggs from Support Group
If I am not mistaken Reports won't give me access to History at all. Advanced Search does, But only looking for "Contains", "Does not contain" and "Is equal to". But it seems to me that these options won't help me to create a query to show me all tickets assigned to Joe Bloggs from 01/09 - 19/10/2017 with an Name NOT Joe Bloggs (or Joe Bloggs).
I was wondering if somebody was looking for this kind of information out of WHD and found a solution or work around it (just using WHD tools).
Regards,
Eberhard
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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?
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Local Admin account De-activated?
Today, my free trial of the SolarWinds Web Help Desk expired - one day too short. I also got my License from my vendor, today. So, I went in to try and update the license on the web page and it's informing me that all accounts have been deactivated.
I remembered that when the free trial expired that the local administrator account was going to be the only one that functioned. So, I went to enter its credentials and it's locked out as well.
A quick glance on Thwack and I found a reference to this link: SolarWinds Knowledge Base :: Re-Activating the default admin account
I completed it, as written. My SQL Server notified me that the query was executed successfully, but the web site still reflects it as being deactivated.
I then manually edited the columns and saved the row - again, SQL reported it as successful.
When I refreshed the SQL Management Studio query of the row, the Inactive column had been returned to "1" (or True).
Any help getting access in order to License my product would be greatly appreciated.
Thanks, in advance.
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Having trouble creating a status type action rule
I'm trying to create an action rule that will not allow a tech to change the status of a ticket to "Approved". I only want the approval process to be able to change the ticket status to "Approved".
Here's what I currently have for my action rule criteria:
I've tried testing this on a ticket and I can't even get the rule to trigger. Then I tried getting even more detailed in my criteria, but even that didn't work. I tried adding the following conditions:
Specific Request Type of the test ticket
Specific assigned Tech
There should be no reason why this won't work with the current conditions, I'm almost wondering if there might be a problem with my system. Any help would be appreciated.
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Ticket Type Priority
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.
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API integration with WHD
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
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Client cannot add a note to Resolved tickets
I have one client who is unable to add a note to a ticket that has been marked resolved. I also have a client who was unable to add a note to a ticket that was in awaiting response status. These are the only 2 clients that have had this issue so far. All of the others are able to add notes to tickets with the same statuses. Any thoughts on what could be the cause of the issue?
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Can't report on custom field?
Has anyone come up with a way that they can generate report data based off of a custom field?
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Automatically closing ticket after X days.
Just a quick query, we're running the WHD live now and we've added a Status type of "Resolved" which sends an email to users to check the ticket has been resolved and if they click "Yes" it closes the call all nice and lovely and if they click "No" reopens the call which works fine.
I've set the status type "Resolved" to Automatically close after 2 weeks as some users don't log onto to confirm their call is complete and we don't want loads of calls sitting there open when we know they are no longer an issue.
I've started going through and checking my resolved calls to see if users are using the self service portal and marking calls as resolved, and a lot are not, but after 2 weeks the calls are still open. Is there are trigger that the automatically close calls checks for before changing the status type to closed?
Thanks in advance
Rob
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Create Queue
Is their a way to create a custom Queue instead of the standard My Tickets, Group Tickets, Flagged Tickets listed at the top. To filter tickets that have been created with a certain label to filter into that clickable tab at the top?
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How to depend what clients are able to see or not
Hi all,
Im busy with building the WHD for our department. I'm looking for a solution for the next problem. I know how to depend what kind of tickets client are able to make themself. But we are also making tickets on a client and we don't want them to see the tickets.
I'm trying a lot, with the visibility options but they are always able to see the ticket in the history. Even if I enabled the visible option for the request type.
Anyone got a solution for this?
Thanks in advance!
Kindly regards,
Jelmer
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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?
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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
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WMI Asset Discovery Problems
We have been using Web Help Desk for quite some time now, currently running 12.4.2. We have recently started ramping up our usage of the asset piece. Due to us not having SCCM or Lansweeper, we are using the WMI discovery and having multiple problems with it.
1 - Will not reliably detect all of our PCs. It is detecting probably 400 of the 450 PC's that we have, with no good reason why it is skipping the others.
2 - Bigger problem seems to be that it is overwriting information in assets. For example, if it scans IP 192.168.2.2 and finds asset with network name of PC-12345, we then enter hand keyed information about that PC and its owner in Assets. Then a month from now, it rescans 192.168.2.2 again, and because we are using DHCP, now the PC that has that IP is PC-56789, now it replaces the network name in that asset entry, but leaves all the previous hand keyed information in there. So we start getting incorrect information in our assets.
I guess my question is, is the IP address the unique identifier in the database that ties all other fields in the asset together? And if it is, how do you deal with DHCP and changing IP addresses?
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Adding a column at Customer's Web Interface History Grid
Hello!
I need some help getting this done. I want to add an extra column in the History Grid of the Customer's Web GUI.
Is it possible to add the Request Type prior to the Request Detail column?
If yes, how can I do it?
And a second question. Can I add the Request Detail as a search field?
Thanks in advance.
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