Hi
Is there a way to customise the standard approval request email?
The current selection choices, as per the below image are not clear for the end user. I would like to change this to just two choices of 'Reject' or 'Approve' which all end users will understand.
I can only see an option to customise the message body when voting to approve a ticket.
Any help or suggestions would be gratefully accepted.
Kind Regards
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
So I noticed that WHD popped up as new in Customer Portal today.
On the initial page it shows as 12.5.0-
However the download link shows 12.5.1.
The Release Notes link goes to release notes for 12.5.1 but it's a blank page.
There is also no longer a download for the appliance.
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
When an approval request email is sent for a user with an assigned asset, the email includes asset information. By default, the asset number, model, and serial number are displayed below the request type information. This information is not as important to me as network name.
How can change what information is displayed about the asset in emails? How does WHD choose these default fields?
Has anyone come up with a way that they can generate report data based off of a custom field?
Hello Everyone,
I have a college assignment I'm doing where I need to design a network and connect it to another building across the river where more computers exist. I'm making this diagram in Cisco packet tracer. What sort of connection should I use to link both the buildings. Wired isn't really a good option as both buildings are fairly low and on each side of a 100ft wide river. How can I do this?
Any Idea , Suggestions would be appreciated,
Thanks,
I didn't find the right solution from the internet.
References:https://www.computerforum.com/threads/connecting-two-buildings-together-network-theory.241902/
Hello Everyone,
At work, the network is currently set up as follows:
Router 1: ISP provided us with a static IP and it is set up on that router.
Router 2: a different line providing internet access but has no static IP.
Load Balancer: Takes router 1 and router 2 and merges them into one network
Router 3: takes the above-mentioned network and creates a wireless network that we all mainly use and our server computers are connected to it with LAN cables for internal office use.
Any Idea , Suggestions would be appreciated,
Thanks,
I didn't find the right solution from the internet.
Hi guys,
first time starting a discussion. hopefully i can get some guidance. we had a client start a ticket and then added a comment with attachments. we have set Scheduled E-Mail Delivery Threshold to 1. client added their first comment with attachments and a cc to multiple email address. it was sent, but what is weird is that it kept repeating the same comment a few time after that the first additional comment. we have closed the ticket and i am hoping that it will stop adding notes/comments to that ticket. any idea why this started happening?
web help desk version 12.3.0 - Build #12.3.0.471
thank you.
does anyone know if there are any other tables other than the tables in WHD? what about the ability to create a dashboard in Solarwinds Web Help Desk? There are so many reports, and I was looking to extract information from some of the reports to see an overview of open, resolved, closed, and maybe unresolved. then drill down to see departments and\or locations.
HELP!
I'm trying to find a way to send email instructions separate from the ticket notes when certain criteria are met.
request type = x
status type = y
custom field criteria = z
I don't see any place in action rules or tasks to send an email to the client. I see how to assign a client and send an email, but not to simply alert the client that has already been set in the ticket. Am I missing something?
Hey everyone,
Our team are wondering if it is possible to insert a graphic onto the client view of the help request page (e.g a map of the site) as per the image below:
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,
i want to change GUI language with Arabic can any body help me to create CustomLabels_ar.properties file. i read following knowledge base but still not succeed.
SolarWinds Knowledge Base :: How To Customize The Web Help Desk GUI (Language And Labels)
does anyone know if there are any other tables other than the tables in WHD? what about the ability to create a dashboard in Solarwinds Web Help Desk? There are so many reports, and I was looking to extract information from some of the reports to see an overview of open, resolved, closed, and maybe unresolved. then drill down to see departments and\or locations.
HELP!
Hello all,
Has anyone been able to successfully set up SAML 2.0 Authentication in WHD with Azure AD SSO? I know Azure AD is SAML 2.0 compliant but the information requested by WHD and Microsoft Azure don't align and have not been able to get it working.
Hoping someone here has done this before and can save me some time and hassle.
Thanks,
Craig
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!
Hello Everyone,
At work, the network is currently set up as follows:
Router 1: ISP provided us with a static IP and it is set up on that router.
Router 2: a different line providing internet access but has no static IP.
Load Balancer: Takes router 1 and router 2 and merges them into one network
Router 3: takes the above-mentioned network and creates a wireless network that we all mainly use and our server computers are connected to it with LAN cables for internal office use.
Any Idea , Suggestions would be appreciated,
Thanks,
I didn't find the right solution from the internet.
We are running WHD 12.5.1 and using Asset Discovery (WMI) - all the IP address ranges have been set up and most of the PC's are automatically found.
But there are some PC's that WHD just doesn't find.
We use software that turns the PC's on at 6.30am every day, the Discovery jobs run from 7am.
All the PC's are Windows 7 Pro - 624 PC's are found, but probably around 20 PC's aren't found.
Can anyone suggest what might be the problem??
I have raised a support ticket and am waiting for them to get back to me.....
Just looking for a way to turn of the feature where if a teacher request certain youtube videos to be unblocked it shows the actual video from the link they put in the ticket. I want to turn that feature off, we just need to links not the actual video. I can't seem to find a way to turn it off
