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!
Starting at 7am on March 6, we started getting the error "Error processing mailbox messages: The remote server returned an error: (401)Unauthorized" every minute. I get these errors emailed to me so I was aware of them. I can also see them by going to Setup -> Email -> Incoming Mail Accounts -> E-Mail History tab -> check No Messages and click Submit.
I just ignored these errors at first because incoming emails were still being processed. However, it just isn't stopping. Now, when I actually login to our email account that processes WHD emails, there are 14 emails sitting in the inbox. They are no longer being processed. A few will make it through during the day, but not all of them. This is happening on two instances of WHD. They are on completely different servers from each other and use different email accounts. I have a ticket open with Solarwinds and they indicate that from looking over my logs, this is a Microsoft issue and suggested I might have to contact Microsoft. But I can't be the only Solarwinds client using O365 having this issue. So, is anyone else having this issue?
Our incoming account is set to use account type Exchange/Office 365. I've tried changing it to IMAP and the Solarwinds tech tried changing it to POP3, but neither will work.
Hi - I'm new to WHD and need some help. i created a a ticket type that will run an action rule, kicking off a number of tasks. I'm wondering if there is a way to stop the parent ticket from being closed until all the tasks are completed?
Is there a way to add individuals to request types in order for them to view specific requests under Group Tickets without getting email notifications? Example, we need our Facilities staff to view our ATM staff tickets. ATM staff tickets are set up to notify the group when a ticket is placed under ATM's. If I add the Facilities team to this group, they will receive an email notification.
I've considered the following:
1.) Remove email notification for Facilities techs in their profile, however they will no longer receive email notifications for tickets placed as a Facilities request.
2.) Add Facilities as 2nd level Tech Group, however the ATM tickets did not appear in the Group Tickets for Facilities if they were added as 2nd level.
3.) Create a rule - A rule does not exist to allow certain group ticket view.
4.) Facilities could manually search for the ATM tickets, however this is not ideal.
Hope this makes sense. Does anyone have any advice?
Thank you!
Just upgraded our 12.6 WHD to 12.7 RC2 and instantly found an issue with incoming \ outgoing email via smtp.gmail.com.
Couldn't contact the server , reset the passwords \ app passwords and still didnt work.
Rolled back to previous version and its working OK without issues?
Martin
Hi All,
We run two separate installations of WHD - currently on 12.6. For a long time now we find an issue where the ticket screen doesn't save or it collapses menus \ hides them, you then have to either refresh the screen or go back into the ticket - sometimes losing your changes.. It happens multiple times a day for each tech. Last year I logged this issue with solarwinds and they spent some time tweaking settings and then said it was a 'bug' and would be looked at in the next release. When we upgrade to 12.6 we think the issue became worse and it hasn't improved. Does anyone else experience this problem? As I say, we have 2 installations of this product in separate VM's both running Windows 2016 server both having the same symptoms.
many thanks
Martin
Our campus enabled Modern Authentication and some higher levels of security when accessing Office 365 mail accounts. The OAuth2 version of Exchange Web Services (which allows for Modern Authentication) is called Outlook mail API in Microsoft Graph v1.0. IMAP and POP3 are blocked and I can't get WHD to authenticate at all anymore. Has anyone gotten WHD to work with this level of security? Moving from 12.5 to 12.6 did not matter.
1. Is there documentation on how to upload files into Solar winds?
2. Can I map the Asset Number field to the Network Name Filed?
Hi All,
We run two separate installations of WHD - currently on 12.6. For a long time now we find an issue where the ticket screen doesn't save or it collapses menus \ hides them, you then have to either refresh the screen or go back into the ticket - sometimes losing your changes.. It happens multiple times a day for each tech. Last year I logged this issue with solarwinds and they spent some time tweaking settings and then said it was a 'bug' and would be looked at in the next release. When we upgrade to 12.6 we think the issue became worse and it hasn't improved. Does anyone else experience this problem? As I say, we have 2 installations of this product in separate VM's both running Windows 2016 server both having the same symptoms.
many thanks
Martin
We are running the latest version of WHD and all email functionality was previously working. Recently we noticed that customers were not responding to follow-up questions we asked them by adding Notes to tickets. People began reporting to us that they are no longer receiving Notes/updates about their tickets by email. As a standard practice, we make sure the "Visible to client" box is checked when we write and save an Note. We also click "Save&Email" when we are done. It's a mystery to me why this functionality has stopped working. I've reviewed the email setup and everything appears to be correct. Has anyone seen this issue or one similar to it? Thanks.
Hi All,
We've been working through integrating the Solar Winds Web Helpdesk with our in-house Job management/Accounting software and I thought I'd share some results.
We are using the powershell invoke-restmethod commandlet to query the API interface, but as a big disclaimer I am no expert and have a fair bit of help from the solarwinds team!
The main reason for posting is that I was very surprised at how little information on integration with this product there was on the web. So for what it's worth here it is.
For those looking, you will need the API manual: http://www.solarwinds.com/documentation/webhelpdesk/docs/whd_api_12.1.0/web%20help%20desk%20api.html
We needed to search for tickets that had a blank custom field so we new which tickets had not yet been synced with our JM/A system.
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets?&qualifier=(customFields.stringValue %3D null)&apiKey=keygeneratedundertechaccount" > D:\tickets\NewJobs.txt
Then strip the ticket number out so we could get then query the ticket details. (sorry this became a table when I copied the line into this window...)
It also strips the leading spaces and outputs each tickets details into a file which is called the ticket number
| select-string -pattern 'id | :' newjobs.txt | foreach {$_.tostring().Split(':')[4].trimstart()} | foreach {Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets/$_/?&apiKey=keygeneratedundertechaccount" > details\$_} |
We also wanted to be able to update the ticket custom field with the new job number from our system (you can see the ticket number I was experimenting with was 115 and the json file containing the new field value is called test.json)
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets/115?&apiKey=keygeneratedundertechaccount" -InFile test.json -Method Put
Contents of the test.json file looks like this (custom field ID is 13, Job number to be inserted E12345)
{"customFields": [ {"definitionId": 13, "restValue": "E12345"}]}
It's still a work in progress, as I mentioned I'm no expert. The next thing I have to do is work out how to query to show tickets that have been updated since last time I queried the Helpdesk system... so if anyone wants to chime in please do!
Other information I found useful along the way:
To produce a list of customers locations
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Locations?&apiKey=keygeneratedundertechaccount" >Locations-customersites.txt
To produce a list of status types
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/StatusTypes?&apiKey=keygeneratedundertechaccount" >Statustypes.txt
To get a list of priority types
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/PriorityTypes?&apiKey=keygeneratedundertechaccount" >prioritytypes.txt
To request a list of request types
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/RequestTypes?&apiKey=keygeneratedundertechaccount" >requesttypes.txt
Get a list of Techs and their IDs
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Techs?&apiKey=keygeneratedundertechaccount" >techs.txt
Ben
We have been experiencing some odd behavior with our WHD recently.
Over that last 30 days or so we have had two instances where ticket creation emails are flowing, but the approval emails for our CAB processes are not.
Rebooting the server fixes the issue.
As soon as the server is rebooted, all of the approval emails start flowing again.
We were on 12.5 and recently upgraded to 12.6 and have applied the hot-fix.
The first time this happened we were still on 12.5 and today it happened again.
My questions are:
1. Has anyone else experienced this behavior? Obviously, if so, is there a fix.
2. Is there a way to get the approval emails to flow without having to reboot the server?
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!
Hello,
Forgive me if this has been asked a 100times before but is there a way to strip email HTML signatures from automatically created tickets coming into the WHD via email?
Although I've told users not to include their signature they always include it. This makes it hard to find attachments and screen shots in new tickets as they are mixed up with the signature pictures etc
Thanks
I am new to SolarWinds how would I go about removing Alerts not needed.
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!
1. Is there documentation on how to upload files into Solar winds?
2. Can I map the Asset Number field to the Network Name Filed?
Our campus enabled Modern Authentication and some higher levels of security when accessing Office 365 mail accounts. The OAuth2 version of Exchange Web Services (which allows for Modern Authentication) is called Outlook mail API in Microsoft Graph v1.0. IMAP and POP3 are blocked and I can't get WHD to authenticate at all anymore. Has anyone gotten WHD to work with this level of security? Moving from 12.5 to 12.6 did not matter.
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.
Hi All,
We've been working through integrating the Solar Winds Web Helpdesk with our in-house Job management/Accounting software and I thought I'd share some results.
We are using the powershell invoke-restmethod commandlet to query the API interface, but as a big disclaimer I am no expert and have a fair bit of help from the solarwinds team!
The main reason for posting is that I was very surprised at how little information on integration with this product there was on the web. So for what it's worth here it is.
For those looking, you will need the API manual: http://www.solarwinds.com/documentation/webhelpdesk/docs/whd_api_12.1.0/web%20help%20desk%20api.html
We needed to search for tickets that had a blank custom field so we new which tickets had not yet been synced with our JM/A system.
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets?&qualifier=(customFields.stringValue %3D null)&apiKey=keygeneratedundertechaccount" > D:\tickets\NewJobs.txt
Then strip the ticket number out so we could get then query the ticket details. (sorry this became a table when I copied the line into this window...)
It also strips the leading spaces and outputs each tickets details into a file which is called the ticket number
| select-string -pattern 'id | :' newjobs.txt | foreach {$_.tostring().Split(':')[4].trimstart()} | foreach {Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets/$_/?&apiKey=keygeneratedundertechaccount" > details\$_} |
We also wanted to be able to update the ticket custom field with the new job number from our system (you can see the ticket number I was experimenting with was 115 and the json file containing the new field value is called test.json)
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Tickets/115?&apiKey=keygeneratedundertechaccount" -InFile test.json -Method Put
Contents of the test.json file looks like this (custom field ID is 13, Job number to be inserted E12345)
{"customFields": [ {"definitionId": 13, "restValue": "E12345"}]}
It's still a work in progress, as I mentioned I'm no expert. The next thing I have to do is work out how to query to show tickets that have been updated since last time I queried the Helpdesk system... so if anyone wants to chime in please do!
Other information I found useful along the way:
To produce a list of customers locations
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Locations?&apiKey=keygeneratedundertechaccount" >Locations-customersites.txt
To produce a list of status types
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/StatusTypes?&apiKey=keygeneratedundertechaccount" >Statustypes.txt
To get a list of priority types
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/PriorityTypes?&apiKey=keygeneratedundertechaccount" >prioritytypes.txt
To request a list of request types
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/RequestTypes?&apiKey=keygeneratedundertechaccount" >requesttypes.txt
Get a list of Techs and their IDs
Command:
Invoke-RestMethod "http://helpdeskURL/helpdesk/WebObjects/Helpdesk.woa/ra/Techs?&apiKey=keygeneratedundertechaccount" >techs.txt
Ben