I am seeing assets duplicating, and attributes being mixed among the duplicates, making it really hard to identify what is what.  I've been trying to work with tech support on determining what is happening, and it sounds like the program uses a device's IP address as a unique identifier.  They want me to set my DHCP lease time longer.  Not really a good option for me, and they are dodging the question of how to fix the duplicate/mixed assets I now have.  I'm getting pretty bummed about this very rapidly.

Anyone else run into this?  And why on earth would they use the IP ADDRESS to uniquely identify a network asset in a DHCP environment???

Greetings Team Thwack

Overview:

I am developing an App in Jive where we need to fetch & post tickets in Web Help Desk using REST APIs. Jive will be frontend and Web Help Desk will be used as backend, and communcation between two is established using REST APIs, documentaion for which is available at:

Web Help Desk REST API Guide

Both Jive instance and Web Help Desk instances are using LDAP directories for authentication the users.

Scenario:

I have an scenario where Client logins to the Jive instance. After successful login, he may open my Custom Developed App that shows Dashboard for fetching & creating web help desk tickets using REST APIs. (Attachments - Create-Help-Request.png & View-Client-Tickets.png). As user have logged in to Jive instance using LDAP authentication, I don't have client password to authenticateWeb Help Desk instance to get Session for the user.  I have only username, email for the user that may be used to fetch Web Help Desk Session for the client using follwoing REST API:

Scenario 1: https://whd.mulkeyinc.com/helpdesk/WebObjects/Helpdesk.woa/ra/clientInterface/Session

Similarly I would also like to fetch tickets for the client using:

Scenario 2:https://whd.mulkeyinc.com/helpdesk/WebObjects/Helpdesk.woa/ra/clientInterface/Tickets

Issues:

I have client email(login attribute) and Web Help Desk Application API Key that may be used in calling REST APIs for Web Help Desk.

How can i achieve above two scenarios without having client password with me? How can I authenticate to get Session or Tickets from Client interface without using password?

Please help. I need urgent support on this

Thanks in advance,

Kanwar

I'm new to WHD and would like to create some FAQs with images in them.  I would prefer to house them on the WHD server and not a separate web server, but I'm not very familiar with Apache Tomcat.  Can somebody help me with how I could create a virtual directory(ies) to hold images?  Thanks, in advance, for your help!

I have to say, I have encountered the most frustrating issue this week. We have a need to generate a scheduled report to send all open tickets with very simple detail on a bi-daily basis.

Webhelpdesk does not have this ability.  In case you missed it, webhelpdesk cannot generate a detailed report without manual creation of said report and manual distribution of said report.

Does anyone have a sql script that might help me out?

Im nearly done with this product.

Anyone migrate to servicenow? Difficult?

Web Help Desk 12.6 Hotfix 1 is now available in the customer portal for download.

SolarWinds® Web Help Desk® 12.6 Hotfix 1

============================================================================

This hotfix provides the following improvements:

* Custom fields now save data in all situations

* High asset volume performance issues are resolved

* Linked client account no longer restricts views in some situations

* Apache Tomcat version information no longer displays in HTTP 404 pages

* "Use as FAQ" now behaves as expected

* Improved functionality with archived request types

* Dashboard widgets no longer time out

This hotfix requires Web Help Desk 12.6 installed on your Web Help Desk

1. server.

NOTE: In the installation instructions, <WebHelpDesk> represents the Web

Help Desk home folder. The default home folders for various operating systems

are listed below:

Apple® MacOS: /Library/WebHelpDesk

Microsoft® Windows®: \Program Files\WebHelpDesk

Red Hat®/CentOS™/Fedora Linux: /usr/local/webhelpdesk

----------------------------------------------------------------------------

INSTALL HOT FIX 1

1. Log on to Web Help Desk as an Administrator.

2. Stop Web Help Desk.

     a. Navigate to the <WebHelpDesk> directory.

     b. Right-click whd_stop.bat and select Run as Administrator.

3. Download and unzip the Hotfix 1 ZIP file to a directory on your Web Help Desk server.

4. Back up your existing Web Help Desk configuration files.

      a. In the <WebHelpDesk>/bin/tomcat/conf directory, back up the following file:

          - web.xml

      b. In the <WebHelpDesk>/bin/webapps/helpdesk/error-pages/ directory, back up the following file:

          - 404.html

      c. In the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/ directory, back up the following files:

          - whd-core.jar

          - whd-dao.jar

          - whd-persistence.jar

          - whd-web.jar

       d. In the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/ directory, back up the following file:

          - web.xml

       e. In the <WebHelpDesk>/bin/webapps/ROOT/ directory, back up the following file:

          - 404.html

       f. In the <WebHelpDesk>/conf/ directory, back up the following file:

          - tomcat_web_template.xml

5. Install the files included with this hotfix into the appropriate directories on your Web Help Desk server.

     a. Copy the following file included with the hotfix to the <WebHelpDesk>/bin/tomcat/conf directory, overwriting the existing file:

          - web.xml

     b. Copy the following file included with this hot fix to the <WebHelpDesk>/bin/webapps/helpdesk/error-pages/ directory, overwriting the existing file:

          - 404.html

     c. Copy the following files included with this hotfix to the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/ directory, overwriting the existing files:

          - whd-core.jar

          - whd-dao.jar

          - whd-persistence.jar

          - whd-web.jar

     d. Copy the following file included with the hotfix to the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/ directory, overwriting the existing file:

          - web.xml

     e. Copy the following file to the <WebHelpDesk>/bin/webapps/ROOT/ directory, overwriting the existing file:

          - 404.html

     f. Copy the following file included with this hotfix to the <WebHelpDesk>/conf/ directory, overwriting the existing file:

          - tomcat_web_template.xml

6. Start Web Help Desk.

     a. Navigate to the <WebHelpDesk> directory.

     b. Right click whd_start.bat and select Run as Administrator.

Hotfix 1 is installed on your Web Help Desk server.

----------------------------------------------------------------------------

UNINSTALL HOT FIX 1

1. Log on to Web Help Desk as an Administrator.

2. Stop Web Help Desk.

     a. Navigate to the <WebHelpDesk> directory.

     b. Right-click whd_stop.bat and select Run as Administrator.

3. Locate the directory containing your backup files.

4. Install your backup files into the appropriate directories on your Web Help Desk server.

     a. Copy the following file from backup to the <WebHelpDesk>/bin/tomcat/conf directory, overwriting the existing file:

          - web.xml

     b. Copy the following file from backup to the <WebHelpDesk>/bin/webapps/helpdesk/error-pages/ directory, overwriting the existing file:

          - 404.html

     c. Copy the following files from backup to the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/ directory, overwriting the existing files:

          - whd-core.jar

          - whd-dao.jar

          - whd-persistence.jar

          - whd-web.jar

     d. Copy the following files from backup to the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/ directory, overwriting the existing file:

          - web.xml

     e. Copy the following file from backup to the <WebHelpDesk>/bin/webapps/ROOT/ directory, overwriting the existing file:

          - 404.html

     f. Copy the following file from backup to the <WebHelpDesk>/conf/ directory, overwriting the existing file:

          - tomcat_web_template.xml

5. Start Web Help Desk.

     a. Navigate to the <WebHelpDesk> directory.

     b. Right click whd_start.bat and select Run as Administrator.

Hotfix is uninstalled from your Web Help Desk server.

For assistance, contact SolarWinds Technical Support at

http://www.solarwinds.com/company/contact-us.

This hotfix is now available on Customer Portal.

We are moving to production use of WHD next week.  One item I am looking for help with is how to create a report that can be scheduled on a daily basis.  This report would list tickets open for the previous day, sorted by Tech Group.  The contents would like the image below (Ticket #, Time Opened, Tech Assigned, Client, Description, one or more notes (latest listed first), and the priority of the ticket.

I know we can produce this report from the main ticket screen, but that is on-demand/manual.  The image is a sample of the report from our old system, using Crystal Reports and a schedule job to e-mail to the IT team.  Is a scheduled report like this possible in WHD?

Thanks!

It seems that reporting on the oldest tickets would be a common help desk metric, but I can't find a way to do it with WHD reporting.  Perhaps if you could sort results, or choose "Bottom 5 results" instead of just Top results, etc.  Anyone know what I'm missing or have found a nifty way to jury-rig this?

Thanks.

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 currently implement Cisco Jabber and we are curious if there is any type of integration with chat that could instantly create a WHD when applicable.  We are researching on the Cisco side as well, but I was wondering if anyone had anything similar to this currently in use.

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!

Question:

Does anyone have an example of a PHP cURL PUT method for Web Help Desk? !

Trying to accomplish:

I am trying to link a chromebook(asset) with a student(client) using the PUT method.

I would also like to link a ticket to an asset.

Other thoughts:

How do I "PUT"? Do I create and array with my modifications, then to call an "array to JSON" function? If so how do I post the data to this kind of URL? "https://hd.northcantonschools.org/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets/ticket#/?username='. $username . '&password='. $password . '&limit=1000"

Relevant links:

From solarwinds: Web Help Desk REST API Guide

Using these videos I was able to create the code below:

PHP cURL Tutorial Part 1: Basic Structure - YouTube

PHP cURL Tutorial Part 2: Download Files Using cURL (Cont'd) - YouTube

PHP cURL Tutorial Part 3: Posting Data To The Server - YouTube

PHP cURL Tutorial #4: Post Files To Server Using CURLFile Class - YouTube

Tried:

GET and it works

<?php
//PHP cURL GET list of my tickets in JSON

//includes----------------
//NCCS emg login
require('include/hd_login.php'); //$username and $password
//includes----------------

//Variables---------------
$ch = ""; //curl session id/handler
$curl_data = ""; //curl return text
//Variables---------------

//initilize session
$ch = curl_init();

//set soptions
curl_setopt($ch,CURLOPT_URL, 'https://whd.northcantonschools.org/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets/mine/?username='. $username . '&password='. $password . '&limit=1000');

curl_setopt($ch,CURLOPT_RETURNTRANSFER, TRUE);

curl_setopt($ch, CURLOPT_HEADER, false);

//ignore invalid certificate (this should be fixed for security reasons, once a server is permanently setup for this site)
curl_setopt($ch, CURLOPT_SSL_VERIFYPEER, false);

//execurte session
$curl_data = curl_exec($ch);

//close session
curl_close($ch);

//print results
echo $curl_data;

?>

Thank you for all the help, I am trying to do some leg work so I do not look like a complete idiot.

Hey all,

We are trying to clean up our Help Desk and ran into an issue where the Admin that installed and configured the server used their own account as the admin account on installation. This made them the Default Administrator which means we cannot remove their tech account at all.

Is there a way to move the default admin account over to a different user (probably a purpose created help desk local account)?

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.

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!

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.

Hi All

dose anyone know why when i have set my company logo through the Look & Feel section it only applies to the logon screen and dose not follow through ones you log on.

I have started configuring our Helpdesk solution to match our custom requirements, however I seem to stuck on one issue.

Within "Ticket Details" I would like to make the "Work Time" & "Billable" text boxes a mandatory requirement .

We are running version 12.5.1

Does anyone have any advice?

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.

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!

Hi Guys,

Just want to share a sort of workaround on fixing the issues with the error from recent browsers showing the errors about Secure Connection Failed and shows an error code of ssl_error_weak_ephemeral_dh_key. Do the following steps:

1. Backup the file <WebHelpDesk>/conf/tomcat_server_template.xml to somewhere else just in case this doesn't work

2. Edit the same file <WebHelpDesk>/conf/tomcat_server_template.xml

3. Look for the 2 lines saying `ciphers="yada_yada_yada_yada"` and replace both with the following:

ciphers="TLS_RSA_WITH_AES_128_CBC_SHA256,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA,TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256,TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA,TLS_ECDHE_RSA_WITH_RC4_128_SHA,TLS_RSA_WITH_3DES_EDE_CBC_SHA,TLS_RSA_WITH_AES_128_CBC_SHA,TLS_RSA_WITH_AES_128_GCM_SHA256,TLS_RSA_WITH_AES_256_CBC_SHA,TLS_RSA_WITH_RC4_128_MD5,TLS_RSA_WITH_RC4_128_SHA"

4. Save the file and restart WHD

Note: All the ciphers will function if you are running WHD versions 12.2 and 12.3 with the built-in Java Runtime Environment version 7. If you are running WHD version 12.1, be sure to apply the fix for the SSLv3 Poodle vulnerability enabling TLSv1.1, TLSv1.2 with JRE 7 setup.

This should also increase your security rating scan from Qualys SSL Labs. Hope this helps!