Hi
I have this error when I try to loggin WHD
More than one match found for user 'TechSupport' in account 1. (It an admin account)
Can someone provide me wiwth help
Regards
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More than one match found for user
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WHD Incoming Mail Settings reset themself
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".
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"Invalid address: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1 Unable to relay"
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!
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WHD Reporting Question
Is there a way to check how many tickets were of a particular status on a particular day in the past? For example, what if I want to see how many tickets were in Open or Pending Status on July 1, 2018? When I run a report, it shows the tickets' CURRENT status, not the status it was at that given point in time. So I want to know if it's possible to see the status of a ticket at a given point in time.
Thanks,
Ben
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Assets - Reservations
Good afternoon,
I looked into the Assets -> Reservations option of WHD.
To book assets in and out is straight forward (to some extend). But if I try to get some metrics out of this functionality I am not successful.
- I can create a list of all assets that are resealable. This gives me an inventory list off all devices we have available to lent to our clients.
- I can't find a way to generate a report that shows me what is out at the moment (and to push it, when we expect it back).
- I can't figure out how often a device was lent to a client. This would be handy if I want to know if we should keep this device, or if there is a high volume of usage maybe to get a 2nd device.
We use WHD 12.5.2 and added our assets into the database manually.
Did you work with WHD Reservations systems and came across these queries and maybe solved it?
Thank you for your help.
Regards,
Eberhard
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Email Ticket Custom Variables Stopped Working
I am not quite sure when or why, but the custom email variables have stopped working for us. The ones designated by using <custom_n>. Does anyone have any insight or a similar issue?
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Custom fields for Reservations page
How to create a custom field on the Asset Reservations page?
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Client Admins for Locations
When adding a client admin to a Location I would expect that client to be able to view all tickets that are assigned to that location. The feature only works for me when I also make the client an admin for the Department as well. Can't you just do Client Admin for locations only?
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replace Tech ID=1
Hi guys,
is there anyway to replace tech ID=1 and deactivate this?
Regards
Jay
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Customise Email Subjects in WHD
Hi Folks,
Would like to see if we are able to add parameters extract from tickets custom fields to email subject and ticket info.
I have tried to change <var1> in CustomLabels.properties but seems unable to do so.
Thank you in advance for the support.
Thanks and regards,
Calvin
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WHD clients marked as inactive after manual AD sync
Hi all,
We have been having an issue with Web Help Desk in which our clients are being marked as Inactive despite them having AD accounts which are enabled. Since we are a school, we update AD each year to account for the change in students' enrollment status which may include having their AD accounts disabled, but not deleting them. It used to work for us where the auto-synchronization would manage this on its own. However, we are now hearing that clients are unable to put in tickets due to their WHD accounts being inactive. I am able to manually re-activate their WHD accounts just for the sake of moving them forward with ticket creation, but this means our client records aren't as they should be. Below is what I know and have done so far:
- We do not appear to be having any issues with WHD contacting our LDAP server
- The settings under Connection Basics and Attribute Mappings appear to be correct (I can post screenshots if this will be helpful)
- This issue doesn't necessarily seem to affect all of our clients and there is no clear pattern
- I made a slight correction to the search filter as it previously had some extra spaces inserted, but it did not have any effect
- Contacted WHD support who remoted in and made some changes which were primarily related to RAM allocation for JVM (this didn't seem to help at all other than with performance)
I took one client and used it as a test to see what would happen when I made various changes. Initially, it was marked as Inactive in WHD which meant I was unable to search for the client by last name, but if I checked Search LDAP, it would show the client record. As a test, I disabled the relevant AD account, performed a manual sync, and I was then unable to search for it even with Search LDAP checked (this is what I expected to see). When I manually activate the client and perform a manual sync (with the AD account enabled), it remains set to Active. This is good, but I have 800+ current clients to verify along with a larger number of clients that should stay inactive (employees that have resigned, students not returning, etc.)
Essentially, I would like for WHD to sync with AD such that accounts which are enabled in AD are marked as Active in WHD and those that are disabled in AD are marked as Inactive in WHD. Any thoughts on where to go next?
Thanks!
Steve
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Duplicate Account Creation
Hoping someone can point out what setting to change. Currently we have multiple authentication servers, Mac OS Xserve OpenLDAP, Active Directory so I get we have duplicate accounts that way which is fine till we get everyone on the Active Directory server. Problem is we also allow them to email in tickets to a specific email. For some reason when they send them in or reply to emails, WHD keeps creating new accounts with all duplicate information and a new ticket. What settings do I need to check or change to fix this. I think this is a bug as it started happening after the last WHD update. Please help!!!
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Client can't create ticket via email template
I currently have WHD set to not allow clients to submit new tickets via email; only via the WebUI. When clients try to submit new tickets via email they receive a response from WHD. I would like to edit that response email to direct them to the WebUI but I can't find that email in the Email Templates section; am I missing something obvious?
Please let me know where I can modify that system response; thanks!
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Duplicate Account Creation
Hoping someone can point out what setting to change. Currently we have multiple authentication servers, Mac OS Xserve OpenLDAP, Active Directory so I get we have duplicate accounts that way which is fine till we get everyone on the Active Directory server. Problem is we also allow them to email in tickets to a specific email. For some reason when they send them in or reply to emails, WHD keeps creating new accounts with all duplicate information and a new ticket. What settings do I need to check or change to fix this. I think this is a bug as it started happening after the last WHD update. Please help!!!
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WHD 12.6 bug/glitche
Hi,
For some reason the Checklist "auto assign request type" is greyed out even thought there is no other Checklist template.
Anyone else getting this? tried restarted WHD but still the same. I also tested this on my home PC and cannot replicate. I Do not see an option to enable/disable this either.
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Possible to Customize Client Asset Lookup Page with Custom Fields?
Looking to add search field for the client landing page for assets.
Looking to add Notes for search field.
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Checklists Idea
With the inclusion of ticket checklists now, are there plans to integrate this with the Processes and Action Rules? Just one scenario I can think of off the top of my head is a very common task for admins. A user leaves, companies have a policy to store email and files for xxx amount of time. 1 week, 1 month, what ever. A checklist would walk you through all of the steps to remove a user access and would look like:
1. Disable AD account.
2. Remove user from email groups
3. Forward email to a supervisor
4. Keep email/files for 2 months.
It would be nice to be able to use an Action rules to be able to auto update the due date on a ticket from today to 2 months from now.
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How to reset admin password from database?
Fresh install of Solarwinds Free WHD on MS Server 2012 R2.
Added in / outgoing mail server, company, client, our Logo and logged out. When trying to log back in I receive incorrect email or password error.
Clicking on reset password / entering my Admin Tech address results in a password reset link being received, which I complete successfully however to no avail, same error.
The link I am logging in via is:
https://127.0.0.1:8443/helpdesk/WebObjects/Helpdesk.woa/wo/2.11.1.1.13.7.4.1
Googling the issue returns many suggestions on resetting the admin password directly, via the database using sql server manager studio however they seem related to the paid / full version. I've manually searched various conf files within C:\Program Files\WebHelpDesk\ that seem related to the changes being suggested online but not succeeding.
If intending to use WHD going forward which we're very keen to do, giving in / reinstalling seems a cop out at this point without understating why we're being denied access / fining out how to resolve the issue.
Contacted Solarwinds who referred me here, any assistance in resolving this greatly appreciated.
Thanks.
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Searching by Company for Deleted Companies?
How can you search for tickets by company for a company that has been deleted?
The system is still aware of deleted companies as they still exist in the database and are just flagged as "deleted" so it doesn't seem unreasonable to be able to search for tickets by companies that have been deleted.
Please let me know if/how this is possible, thanks!
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Error processing mailbox messages: Unexpected end of ZLIB input stream
Hi all,
Web Helpdesk has stopped retrieving messages from our mailbox and converting them to tickets. This happened after we switched to a different mailbox, hosted in 365 rather than on-premises. The old on-premises mailbox (which has a different address) is forwarding to the 365 mailbox to catch any updates to old tickets etc.
If we enable notifications for incoming mail for when it can't connect to retrieve mail, we get flooded with mails with this error:
Error processing mailbox messages: Unexpected end of ZLIB input stream
The strange thing is the issues seems intermittent - we do see some content in Deleted Items so some mails are getting processed - there isn't a definite point when it stopped working completely. I've tried moving aside the oldest couple of mails but it doesn't seem to have helped. Any ideas?
thanks
Ray
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