I have a single-option client custom field I'm trying to bulk activate for a few hundred clients. I create the bulk action, save it, select all the clients I want to change, run the action, status bar appears then says "100 clients have been saved successfully" but the custom field has not been changed.
Custom field I want to change:
Bulk action I created:
Running action on multiple clients:
Check client(s) after - change has not been made. Field is still empty. Am I missing something?
We are looking for a way of restricting request types to only be accessible, or permitted, to only department managers. I'd assume they would be highlighted as client admins, though I'm open to any suggestions.
Currently I'm looking at using locations, and creating a "location" for each group of department managers, then restricting the request type to only a managers location group.
I'd prefer to have a cleaner, more application-appropriate solution, if possible.
Thank you!
Eric Hatt
Application Systems Professional
I have 3 custom fields that are appearing in a ticket when they are not selected. Any ideas why this might happen?
Hi,
I built a powershell script that will invoke restmethod API to create a new ticket in the Web Helpdesk Ticketing system. I have been working in my companies development system and I got everything to work as I needed. There are concerns that using API in the production system will cause issues. I wanted to find out if there are any pros and cons for using the API to create new tickets.
Does anyone know how the API works in the system? Does it directly hit the database or is it invoking the front end of the system?
I hope this make sense. I just want to alleviate everyones concerns as I feel that this will benefit us.
Can anyone advise?
I'm running Web Help Desk version 12.5.2 - Build #12.5.2.84.. I have a user that is setup as an Admin, but when they log into Web Help Desk, all they see is a normal user portal. How can I make this user an Admin that has full rights to Web Help Desk. So that they can manage Web Help Desk, and do other administrative duties.
Hello.
We have a new situation that has come up. One of our Technicians has changed positions, and no longer requires Technician access to the help desk. I have gone ahead and inactivated their Tech account. The Technician tried to log in, and was unable to do so.
My next step was to unlink their client account from their Tech account. I asked the Technician to log in with their Windows password, since we are using LDAP Connection. The Technician is still unable to log in.
Since we are using Windows Authentication for Clients to log in, I am unable to reset this individual's password.
I am out of ideas....if you have any ideas, please share them
Thank you!
I can search by ticket numbers and get 2 Re-Opened status tickets.
I can search by Re-Opened but only get 1 ticket.
I can search by ticket number and Re-Opened and get 1 ticket.
I can search by 2nd ticket number and Re-Opened and get 0 tickets.
Looking all over the settings, what could we be missing?
How to update a WHD ticket by e-mail to add notes, change status, attach files
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 was just wondering if there was any documentation\examples for various Tasks and different ways to use them. Right now we're doing trial by error but are curious if we may be missing a different way to use them.
I have setup my WHD to process tickets from emails. I'm using the Exhcange/Office 365 setup. I have green dots on both the incoming and outgoing mail accounts.
This is a new AD account and email address. The previous email account that I had been using became corrupted, and I couldn't get into it.
With this new ticket create account. I can send emails to the account. I can login to the account, and see the emails. But they are not getting sent to WHD.
Any help is appreciated.
I submitted a Case to SolarWinds today but their Engineers have to investigate and they're not in until Monday. I'm trying to resolve this before then to minimize the impact this issue is going to cause.
I upgraded our WHD this morning from 12.1 to 12.52 and everything went fine. Prior to the update, if a Client navigated to our Portal, the Client Ticket Interface would be displayed in a Frame on the web page.
After the update, the Ticket Interface in the Frame is no longer displayed (please see attached). If I click on the Link to Open in a New Window, the Client Interface is displayed correctly. Obviously, I'd like it to display in the Frame as it did before the update.
My Administrator believes the X-Frame-Options are not set correctly to allow this function and need to be changed on the WHD side and not the Portal side.
I've found this link (https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers/X-Frame-Options) detailing how to add the code but do not see any Config File on the WHD where I would make this change. Not in the whd.conf or the tomcat_web_template file., nor in the Help Desk Dashboard under Setup I also backed up both of these files before the update and don't find this custom line in either file.
I'm sure this would be a common issue with a "simple" fix but if anyone has any insight, it would be sincerely appreciated. Thanks!
Mark
Hi,
I've read through the documentation re upgrading 12.4.1 to 12.5.2, but I'm still unclear if the Tech accounts have single sign on.
Can anyone confirm if Tech accounts always need to log in with username\password after upgrading?
Thanks.
Geoff
I may be completely missing this, or maybe this should be posed as a feature request, but since the upgrade removing Tech accounts LDAP connection, there seems to not be a way for a Tech to reset their own Tech account password. Is this correct? Or am I just completely missing it?
I am working to see if I can create a report that shows who is submitting the tickets. When I choose the Category of Client the report does not break down by user name. We have our AD linked and when the tickets are submitted it shows the Client Column with each individual user listed (attachment Client). I attachment, Report, you will see the Clients as a whole group, I want this report broken down to individual user. I would appreciate any assistance!
Under E-Mail -> Options -> Incoming Mail I changed the settings of "Create Accounts for Unrecognized Senders" to YES and checked "Use Incoming Mail Account as "From" Address".
But the moment I get a new E-Mail by someone not having a client, the settings are completely reset and obviously no client is created.
Version is "12.5.2 - Build #12.5.2.84"
I also get the following error-message for the rejected mail:
Status Code: ERROR_WHILE_LOCATING_CLIENT
Additional Info: Could not locate or create client with email xxxxxx@mail.com' due to the following error: com.macsdesign.whd.util.ClientLocator$ClientLocatorException: No account exists for e-mail "xxxxxx@mail.com".
I'm having a serious mental block here...
When I create a change request, I want to automatically create 2 child tickets (similar to task tickets in Servicenow) and automatically attach them as child tickets to the change I've created.
I'm OK with using action rules & tasks to create the 2 tickets, but I'm struggling with automatically attaching them to the original change request. Can anyone assist?
TIA
Is this possible? Example: During after hours/weekends I have a rule that auto-closes low-priority/non-critical tickets with an email to the client instructing them to contact their supervisor for assistance or re-create the ticket during normal business hours (this cuts down on ticket noise during low-staff hours as well as promoting end users to read the FAQ's to resolve their own issues).
Currently I manually enable these rules at the end of the day, and manually disable them in the early morning. I'd like to have a criteria or some kind of trigger that activates the rules after a certain time of day + days of the week.
Not sure that this is possible or not but when running our daily scans on our assets, we were trying to see if there was a way to get it to pull the amount of RAM installed into the asset. Can't seem to find an option for it.
Any ideas?
Thanks!
Morning everyone.
Does anyone know if there is an equivalent of an action rule for assets?
I have a custom field within my Assets called 'Asset Owner' which is a popup menu type field. I want to be able to automatically change the value of this field when the asset status field is changed to something different to its present value.
Does anyone have any ideas on how I can do this?
many thanks for any suggestions
Rick
