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How to reset admin password from database?

September 10, 2018, 12:02 pm
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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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"Note delete" permission?

October 23, 2014, 1:54 pm
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We have a need to disable certain users from being able to delete notes on tickets. How can we do this? I did not see this permission in the config. Thanks!

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Web Help Desk Report by Date, Tech, Ticket hours by date

June 17, 2015, 4:36 am
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I need to create a report that will show the following:

 

1. Date

2. Tech

3. Ticket hours and ticket numbers for that date

 

This needs to be a weekly view. 

 

I am unable to see how to do this since the correct worked hours are a billing report, but I cant break it down by ticket and tech.

 

Thanks in advance.

 

Craig

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Web Help Desk and Office 365 mail

May 19, 2016, 9:20 am
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Is anyone using Web Help Desk with Office 365 mail? We have found since migrating to this that our Help Desk has issues checking its mail intermittently, nearly every day.

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Resolved versus closed

February 26, 2016, 8:40 am
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I cannot find a definition of "resolved" and "closed" for these ticket status types.  What impacts does each of these status types have?  All I've been able to see to date is that resolved tickets will stay in your ticket view, closed ones will not.  Is that all?

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Migrating Web Help Desk to SQL 2016

July 17, 2018, 6:23 am
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Does anyone have any documents on a procedure for migrating WHD to Server 2016 and SQL 2016? Currently we're on Server 2008 R2 and SQL 2008 R2.

Any help/docs would be appreciated. Just wondering if there are any "gotchas" with SQL.

Thanks!

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Checklists Idea

September 10, 2018, 1:10 pm
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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.

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Move WHD SQl database to a different SQL server.

May 18, 2016, 10:13 am
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I have a new SQL 2012 cluster and would like to move the WHD database.  Are there and documents on how to do this?

 

Thanks

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Is it possible to unmerge tickets

July 22, 2015, 3:38 pm
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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

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

November 30, 2016, 8:16 am
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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!

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Single signon options

March 13, 2013, 10:11 am
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We're currently running webhelpdesk 11.2.1 in a limited trial and would like to see about having single signon enabled for our users to access the application.

 

Our users authenticate using Active Directory, and we have Web Help Desk configured to use it for authentication.

 

From what I'm seeing, ADFS is the route we'd need to take, but we don't currently have it implemented in our environment. It looks like quite a bit of overhead for login.

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

May 15, 2014, 3:01 am
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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!

 

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SAML 2.0 Authentication with Azure SSO?

April 4, 2017, 8:04 am
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Hello all,

 

Has anyone been able to successfully set up SAML 2.0 Authentication in WHD with Azure AD SSO? I know Azure AD is SAML 2.0 compliant but the information requested by WHD and Microsoft Azure don't align and have not been able to get it working.

 

Hoping someone here has done this before and can save me some time and hassle.

 

Thanks,

 

Craig

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Email Tech Group Members on Ticket Reassignment Only

January 8, 2019, 1:46 am
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Good morning,

 

I have been through some previous questions and answers and I am not sure I have gained the answer I need.  I have tried a few of the solutions,but again, the results did not match the requirement.

 

Background:

Our 1st Line team will reasign tickets to other teams (2nd, 3rd Line, Applications etc.).

They will not select a specific Tech, just assign to a request type that has that Tech Group associated with it.

 

Requirement:

When the Ticket is reassigned, we would like an email to go to all members of that Tech Group to inform them a new ticket has been assigned to that group and to pick it up and work on it.

I havent found a way to do this as of yet and need help.

 

The closest I found was under Techs > Tech Groups > Tech Level Groups.  I tried the Force Email Notification options, but this seemed to email on every ticket update, as opposed to just on (re)assignment to the group.

 

Is there a way that the group can be emailed when a ticket is assigned to that group?

 

Thanks in advance.

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Is it possible to unmerge tickets

July 22, 2015, 3:38 pm
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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

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

November 30, 2016, 8:16 am
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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!

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Web Help Desk API, cURL PHP example? (PUT Data)

December 29, 2015, 9:40 am
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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.
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'Too many incorrect password attempts. Account has been deactivated.' How can I reset the admin account?

July 4, 2014, 7:37 pm
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Using single user free version of Webhelpdesk using Frontbase.  Had CAPS lock on when entering password for the admin (only) user login.  Tried three times and am now getting the message 'Too many incorrect password attempts. Account has been deactivated.'  How can I reset the admin account?  I've tried (using frontbase manager) changing the inactive and lock columns for the TECH user back to 0, but that didn't help...any suggestions?

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

May 15, 2014, 3:01 am
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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!

 

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error code 515: -- msg: Cannot insert the value NULL into column 'ID', table 'whd.dbo.SURVEY_RESPONSE';

June 30, 2017, 1:49 am
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I've updated web help desk version 12.5.1 since 28 July 2017.

I got an error from it.

error code is below:-

"There was a problem saving the ticket: EvaluateExpression failed: : Next exception:SQL State:23000 -- error code: 515 -- msg: Cannot insert the value NULL into column 'ID', table 'whd.dbo.SURVEY_RESPONSE'; column does not allow nulls. INSERT fails."

 

I can't take a survey and close my ticket.

Please help me about this.

Thank you very much.

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