Link to a FAQ

October 2, 2017, 8:27 am

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We really haven't made use of WHD FAQs yet, mainly because our users submit tickets via email.

 

SO…

 

What I am wondering is, can we include a FAQ as part of our Notes back to Clients, with the FAQ being sort of a training resource?

 

If so, I would like WHD FAQs to contain embedded videos or documentation.

 

Example:

 

Someone fills out a ticket saying their Smartboard lamp burned out (and we all know Smartboards do not have lamps).

 

So in a response, I would like to include an FAQ showing them how to let us know what model projector they have so we can bring the correct lamp. But they would need to be shown on the video what the projector looks like and where to find the model number.

 

IF this can be done now, please let me know.

 

Ideally, when a tech is updating a ticket, the FAQs would be showing on the right side of the browser window so the tech could click a link which would b embedded in the note.

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Duplicate Account Creation

January 17, 2017, 1:16 pm

≫ Next: Using different outgoing email accounts depending on Request Type

≪ Previous: Link to a FAQ

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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!!!

Using different outgoing email accounts depending on Request Type

September 12, 2018, 7:44 pm

≫ Next: Multiple Instances WHD - Same Server

≪ Previous: Duplicate Account Creation

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Hi there,

 

We have been using WHD for our IT Help Desk for over a year and are happy with it. Another department in our organization are jumping on board. As a result, we have two separate email addresses in both incoming and outgoing, which are:

IT@company.com

HR@company.com

 

If someone emails IT@company.com the ticket is created, and replies for the life time of that ticket come from IT@company.com, this is working as we want.

If someone emails HR@company.com the ticket is created, and replies for the life time of that ticket come from HR@company.com, this is working as we want.

 

The issue comes about for non-email created tickets (ie tickets created in the web version of WHD).

 

If someone opens a ticket with Request Type IT > Computer won't start, the opening email and all subsequent emails come from IT@company.com. This is what we want, and I suspect this works because it's set as the default outgoing email account.

 

However, if someone opens a ticket with Request Type HR > HR Question the opening email and all subsequent emails also come from IT@company.com

 

Hopefully that makes sense, I guess what I am hoping for is being able to set the outgoing email account based on Request Type, is it possible?

 

Thanks for any suggestions!

Multiple Instances WHD - Same Server

September 13, 2018, 7:11 am

≫ Next: Binding 3 different service request on WHD

≪ Previous: Using different outgoing email accounts depending on Request Type

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Is it possible to install multiple instances of WHD on the same server? We have a legitimate need to create a segregated database and software install of WHD for our Human Resources department while also operating a normal IT Helpdesk. We would like to install the software twice on the same server but when we run the installer WHD says it found the existing install and wants us to modify it.

Binding 3 different service request on WHD

September 12, 2018, 8:00 pm

≫ Next: Are you using other Asset Management / Inventory solutions with WHD?

≪ Previous: Multiple Instances WHD - Same Server

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Hi All,

Please advise if it is possible to bind 3 different service request types and IDs together with approval workflow?

EG :

SR1 -MAIN SR

SR2 -SUB BINDED SR

SR3 -SUB BINDED SR

 

SR1 will have to be filled in first

SR2  will spawn from SR1 ( if SR1is flagged as sr2)

If SR2 flag is checked, onSubmit = spawn new SR2. Only tech/ IT manager can edit SR2 details.

If SR3 flag is checked, go through SR3 flow.

Are you using other Asset Management / Inventory solutions with WHD?

April 1, 2015, 10:17 am

≫ Next: Converting PostgreSQL database to MSSQL

≪ Previous: Binding 3 different service request on WHD

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WHD allows you to track assets and apart having native WMI discovery also integrates with various asset management solutions and provides generic integration.

 

1. What other products you are using besides WHD for asset management?
2. Were you the one who chose and purchased those other tools?
3. Are there problems you would like WHD to solve rather than these other tools?

 

Looking forward to hear from you,

Peter

Converting PostgreSQL database to MSSQL

August 29, 2018, 8:11 am

≫ Next: 12.6 MySQL Upgrade Fails

≪ Previous: Are you using other Asset Management / Inventory solutions with WHD?

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When I installed WHD, I followed the installation defaults and am using the embedded PostgreSQL database.  The software and DB live on a fairly substandard piece of hardware I am replacing with a VM.

 

Along the way of migrating WHD to the new server, I am hoping I can convert the DB to MS SQL so I can integrate it into my enterprise's SQL environment.  I've found the following utility, which appears promising.  Has anyone ever done this with this or any similar utility?  I am hoping to successfully convert this database and move it to my SQL Server 2017 environment.

 

Convert PostgreSQL to SQL Server and Azure SQL

12.6 MySQL Upgrade Fails

September 14, 2018, 9:35 am

≫ Next: Worried about deprecation notice in 12.6 release notes

≪ Previous: Converting PostgreSQL database to MSSQL

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Hey everyone,

 

I have attempted to upgrade WHD 12.5.2 to 12.6 a few times now and every time I run into the same issue. The application updates without issue, but the database upgrade fails. We are running MySQL 5.7. The error in the whd-spring.log file states that it is attempting to run "UPDATE client SET email = NULL WHERE email LIKE '%<%>%'" but it errors out and says the table doesn't exist. Thus, it never starts Spring and the upgrade fails forcing us to revert to the last snapshot. Obviously, the client table exists or the product would not run, but in our database the table names are all CAPS. I have to wonder if the scripts are case sensitive. I have just opened a ticket with Solarwinds to inquire, but thought I would reach out to the community and see if anyone else has run into this. I'm attaching a text file I compiled of the pertinent errors in both whd-spring.log and helpdesk.log from the attempt I made last night.

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Worried about deprecation notice in 12.6 release notes

September 14, 2018, 9:25 am

≫ Next: "Invalid address: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1 Unable to relay"

≪ Previous: 12.6 MySQL Upgrade Fails

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Upon reading the final version of the release notes for 12.6 I was worried when I saw that Windows 2012 and 2012 R2 are being deprecated. in a future release. The issue for me is this would kill 3 version of the OS in one go. 08R2,12,12R2 I think this is a lot and that not everyone is ready to go 16, At this point I still have a lot of 08r2 in my environment including both WHD application servers and was hoping to use 12.6 as the jumping point to go to 2012 R2. I would like to see if SW would give us a reason why they are depraving so many OS versions at one time.

 

I could certainly understand if they said they are announcing 08r2 depreciation and possibly even understand deprecating 12(notR2) but three OS versions at one time seems a bit much give only 16 is out and 19 is in testing now.

 

What OS is everyone else using to host their production WHD application and web front ends on?

 

Please note: I am working on the assumption that any 12.6.X service releases would not change the requirements as they are the same major version but that Vnext perhaps 12.7 would implement this change

"Invalid address: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1 Unable to relay"

May 15, 2014, 3:01 am

≫ Next: 12.6 MySQL Upgrade Fails

≪ Previous: Worried about deprecation notice in 12.6 release notes

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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!

 

12.6 MySQL Upgrade Fails

September 14, 2018, 9:35 am

≫ Next: Company doesn't show in ticket view

≪ Previous: "Invalid address: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1 Unable to relay"

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Hey everyone,

 

I have attempted to upgrade WHD 12.5.2 to 12.6 a few times now and every time I run into the same issue. The application updates without issue, but the database upgrade fails. We are running MySQL 5.7. The error in the whd-spring.log file states that it is attempting to run "UPDATE client SET email = NULL WHERE email LIKE '%<%>%'" but it errors out and says the table doesn't exist. Thus, it never starts Spring and the upgrade fails forcing us to revert to the last snapshot. Obviously, the client table exists or the product would not run, but in our database the table names are all CAPS. I have to wonder if the scripts are case sensitive. I have just opened a ticket with Solarwinds to inquire, but thought I would reach out to the community and see if anyone else has run into this. I'm attaching a text file I compiled of the pertinent errors in both whd-spring.log and helpdesk.log from the attempt I made last night.

Company doesn't show in ticket view

September 17, 2018, 10:32 am

≫ Next: Trying to create a dashboard in power BI using data from WHD tables

≪ Previous: 12.6 MySQL Upgrade Fails

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Despite entering companies into WHD through setup, they don't show int the ticket view i.e. the company field is blank.  What is preventing these from showing?

 

Example:

The clients in the above are all associated with a company which SHOULD show up in the company field but don't. 

I got around it in one case by putting the company name in the client field (Apple Express) but that doesn't allow me to track the specific employee requesting at the company. 

 

Any  help would be appreciated.

Trying to create a dashboard in power BI using data from WHD tables

November 30, 2016, 8:16 am

≫ Next: Checklists Idea

≪ Previous: Company doesn't show in ticket view

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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!

Checklists Idea

September 10, 2018, 1:10 pm

≫ Next: Change the 'Dark Theme' in WHD 12.6?

≪ Previous: Trying to create a dashboard in power BI using data from WHD tables

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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.

Change the 'Dark Theme' in WHD 12.6?

September 18, 2018, 1:58 pm

≫ Next: Report Results

≪ Previous: Checklists Idea

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Just upgraded to WHD 12.6 and noticed the 'dark' theme.  It hides our logo.  Is there anyway to change this part?

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Report Results

September 18, 2018, 6:02 pm

≫ Next: TFTP Server on Windows 7

≪ Previous: Change the 'Dark Theme' in WHD 12.6?

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I ran the sample report for "Average open time this month" and it generates a nice table with multiple columns.  Where do the columns come from???  There is nothing under filters, and I can't find the settings anywhere.

TFTP Server on Windows 7

September 19, 2018, 1:21 pm

≫ Next: Is it possible to unmerge tickets

≪ Previous: Report Results

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We are upgrading PCs on a manufacturing test station and we need a TFTP server that will run an a W7 PC.  (Other TI and Xilinx S/W need the W7 OS)  I downloaded Solar Winds TFTP server on my W10 laptop to test it out and it worked great.  This was not the case on two W7 PCs i have tried.

 

I am sure the product works, but I have something configured incorrectly.  I have attached two WireShark snippets wich indicate to me that the W7 PC is blocking the TFTP server as it does nto ACK a Read Request. 

 

Any ideas on what I am doing wrong?

 

Dennis Smith

Is it possible to unmerge tickets

July 22, 2015, 3:38 pm

≫ Next: Tickets remain open

≪ Previous: TFTP Server on Windows 7

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Good Morning,

 

I have a tech that has inadvertantly merged two tickets, and has realised that these tickets weren't meant to be mergered together, is there a way I can seperate these tickets back to their original individual tickets

 

Thanks for help in advance

 

David

Tickets remain open

September 20, 2018, 12:06 am

≫ Next: TFTP Server on Windows 7

≪ Previous: Is it possible to unmerge tickets

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I have created a number of processes to facilitate reporting faults to vendors, via an approval process.  However it seems that when the fault is addressed, I don't have the option of closing the ticket, since I don't have the usual pull down menu, with the status remaining "Pending".  Is there I way I could solve this?

 

Could it be that part of the approval process is to mark ticket at Pending once the request is approved?

Thanks

TFTP Server on Windows 7

September 19, 2018, 1:21 pm

≫ Next: Trying to create a dashboard in power BI using data from WHD tables

≪ Previous: Tickets remain open

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We are upgrading PCs on a manufacturing test station and we need a TFTP server that will run an a W7 PC.  (Other TI and Xilinx S/W need the W7 OS)  I downloaded Solar Winds TFTP server on my W10 laptop to test it out and it worked great.  This was not the case on two W7 PCs i have tried.

 

I am sure the product works, but I have something configured incorrectly.  I have attached two WireShark snippets wich indicate to me that the W7 PC is blocking the TFTP server as it does nto ACK a Read Request. 

 

Any ideas on what I am doing wrong?

 

Dennis Smith