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!
Hi all
We are trying to use SMTP via Office365 for our Web Helpdesk.
SMTP Server - outlook.office365.com - 587 SSL
Simple Authentication - Simple
SMTP Username - The Email Address
Password - *****
Friendly name - The Email Address
Web Help Desk Email Address - The Email Address
Accepted Domains: empty
incoming mail account - The Email Address
It authenticates (green light)
Then a few minutes later I will come back and it will be red.
Just upgraded to webhelpdesk 12. The administrator account has locked and been deactiavted as the password was changed and I was not advised.
I put in a tech support request but have been advised the tech support dont support administering the postgresql DB but was told that I need to:
What you will want to do is open the database using a web console, then find the "dbo.Tech" table, and within that find the "CLIENT_TYPE" column. Here you will be able to find your users and the main admin account. Change the type to a 1 for admin, or 2 for tech.
Can anyone advise how I open a web console (i have found the PGAdmin3 program but am not sure of what the setting for it are.
Can one help?
Thanks
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.
We asset tag all of our computers with custom asset tags that are entered in BIOS. Is there a way to grab that field when the PC is inventoried as well? We use WMI to inventory.
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:
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!
Hi Everyone !
Currently we have our Solarwinds Monitoring platform on: Windows Server 2012 R2, and SQL has got the same.
We plan to upgrade our platform to Windows Server 2016 (Both Windows Server & SQL Server). That is our main priority.
My question is: What are the basic/minimum system requirement(s) for both of these servers. especially in terms of memory & cpu.
Any other item/aspects we need to keep in mind ? or to consider?
Just for your information: Currently we are using:
NCM 7.7
NPM 12.2
IPAM 4.6
VNQM 4.4.1
SAM 6.6
I will appreciate your kind response(s).
Many Thanks
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!
Hey all! Looking at trying to find out how others use WHD, and how many techs/users you have?
Currently we have around 5k users, 80 techs, and over 80,000 tickets in the last 3 years. Running on a server 2012R2 with SQL Server.
I do notice that the system seems to bog down more now that's we're running around 50+ active tech users at all times. I have 64bit turned on, and 12gb or RAM allocated in the config. When it starts running hot, boy does it show and ends up needing a restart wish is less than ideal. So some thoughts on how many users you have, and what config you might be running for resources.
Thanks!
Hi Everyone !
Currently we have our Solarwinds Monitoring platform on: Windows Server 2012 R2, and SQL has got the same.
We plan to upgrade our platform to Windows Server 2016 (Both Windows Server & SQL Server). That is our main priority.
My question is: What are the basic/minimum system requirement(s) for both of these servers. especially in terms of memory & cpu.
Any other item/aspects we need to keep in mind ? or to consider?
Just for your information: Currently we are using:
NCM 7.7
NPM 12.2
IPAM 4.6
VNQM 4.4.1
SAM 6.6
I will appreciate your kind response(s).
Many Thanks
I have a tech who mistakenly merged 2 tickets into 1. He wanted to merge 2 tickets, but he accidentally checked a wrong ticket as part of the merge.
Can you split a merged ticket so they become 2 separate tickets again? If so, how?
When using Office365 as the Incoming Mail Account, it causes intermittent connection issues whereby the helpdesk shows a timeout message from the server:
"A previous attempt to connect to name@domain.com (host 'outlook.office365.com') failed for 'name@domain.com'. 0 interval(s) remaining until retry."
Unable to connect to the Incoming Mail Account 'name@domain.com' due to the following error:
"Error while contacting mailbox: The helpdesk was able to make a connection with the Exchange web server, but a timeout occurred while attempting to retrieve the Exchange folder list. Please see FAQ<http://www.solarwinds.com:80/onlinehelp?productType=WebHelpDesk&language=en_US&productVersion=12.5.0&viewType=ProductView&authenticationKey=ignore&helpKey=HelpDeskFAQ125ExchangeConnectError> for more information.
I understand that we can ignore this timeout message, however we receive them so frequently it's not really possible to do. On top of this, if we have any other issue it's them spammed over by these messages and we can't see the other underlying issue. On top of this, it's quite distressing to see so many timeout messages in a short period of time across multiple days.
The Mail Account is set to Exchange, I understand that I can change this to POP3 or IMAP but this is not a feasible option.
I've increased the Connection Timeout to 400+ and this isn't reducing the error messages by much.
The connection to the server seems fine using this test: Microsoft Remote Connectivity Analyzer
Using Wireshark we can check the data packets but nothing seems off there either.
The firewall isn't causing any issues and the port isn't an issue either.
Multiple sites have reported the same issue, is this happening for anyone else here?
I've logged this with SolarWinds support, any further assistance would be very much appreciated if anyone has any ideas to try.
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!
My scanned assets are not showing logged on clients, does anyone know of an easy way to get WHD to show the logged on users and auto assign the user to the asset?
Hi Everyone !
Currently we have our Solarwinds Monitoring platform on: Windows Server 2012 R2, and SQL has got the same.
We plan to upgrade our platform to Windows Server 2016 (Both Windows Server & SQL Server). That is our main priority.
My question is: What are the basic/minimum system requirement(s) for both of these servers. especially in terms of memory & cpu.
Any other item/aspects we need to keep in mind ? or to consider?
Just for your information: Currently we are using:
NCM 7.7
NPM 12.2
IPAM 4.6
VNQM 4.4.1
SAM 6.6
I will appreciate your kind response(s).
Many Thanks
I'm struggling determining the valid qualifier values for getting tickets in the REST API. Is there any documentation that describes these in more depth? The examples that are given in the Web Help Desk REST API Guide work fine however I can't really deduce how to query against other fields.
For example, in our system I'm trying to find the tickets with a status of 'Project Support' but where the request type is not 'Project Migrations'. By analyzing the ticket detail information from /ra/Tickets/<ticketnumber> it looks like the request type is housed in the problemtype object and the string value of the request is in the detailDisplayName field of the problemtype object. So I formatted a request like so:
http://example.com/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets?apiKey=somekey&qualifier=((statustype.statusTypeName %3D 'Project Support') and (problemtype.detailDisplayName !%3D 'Project Migrations'))
and I get the following:
sqlStringForKeyValueQualifier: attempt to generate SQL for com.webobjects.eocontrol.EOKeyValueQualifier (problemtype.detailDisplayName <> 'Project Migrations') failed because attribute identified by key 'problemtype.detailDisplayName' was not reachable from from entity 'JobTicket'.
If I remove the problemtype part of the query I can get all statuses equal to 'Project Support' but that's one of the examples in the REST API Guide so it makes sense it would work. I need to get more information about the rest of the values I can use and why my query is failing. It sure looks like it should work based on other forum discussions I've seen and how they've solved their issues.
Thanks,
Scott
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)
Hi all,
Is there a way to hide certain ticket types from the group tickets tab?
Our ticket types range from service requests, incidents and problem tickets. Is there a way to hide all of the 'problem' tickets from the group? We have custom reports from within WHD that can display these.
Every tech has access to all location and tech groups, so it can't be hidden like this.
Any suggestions?
Recently people at our site have had a problem using Chrome and WHD. After they login, everything is fine. If the session goes idle and they come back, there is a login prompt - no big deal. The problem starts when the try to log back in. They get a message "Your session has expired. Please log in again." When they attempt to re-login, they just see the same message. To login, they must close chrome all the way. This is not very practical all the time.
We have had some users mention they are getting timed out when submitting tickets if they start submitting a ticket and get pulled away to do something else. I have found the timeout settings and it is set at 15 minutes. I have also noticed the help context says you can set it in minutes. My question is, if I want to disable this timeout for clients can I use 0 or do I need to use a really large number and if so what is the max number I can use?
For reference Im referring to the client time out settings in the window below:
