Can someone please help me in configuring the WHD Mobile on iOS and Android pHone?
↧
Web HelpDesk - WHD Mobile App
↧
Local admin login for WHD
Hi -
I inherited a WHD server - which has been working fine, until yesterday. We upgraded both Active Directory domain controllers, and since then, WHD cannot authenticate to AD. Based on other things I've fixed, I think the prior admin keyed in the AD server name or IP address statically. So, got a rock and a hard place - I can't log into WHD to fix it, and I can't fix it until I can log into WHD. I've got a ticket open with SW, but is there a local login pre-set that I could use to get in and fix it, or a configuration file where this is set? I really don't want to rebuild the server and try and import the data.. too many other huge projects going on right now.
Thank you!
Matt
↧
↧
How to reset admin password from database?
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.
↧
WHD 12.7 now available
Now available in Solarwinds Portal
↧
Configure Single Sign On
Hi all,
New to the THWACK community and looking for some helpful info on how to configure my Helpdesk for SSO.
Read the how-to guide that Solarwinds provides but looking for this to be expanded a little more to give a little more detail?
Any help anyone can give
Thanks
↧
↧
REST API qualifier values
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
↧
SAML 2.0 Authentication with Azure SSO?
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
↧
How to create a daily ticket report in WHD
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!
↧
How to reset admin password from database?
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.
↧
↧
WHD 12.7 RC
We are pleased to announce the release candidate for Web Help Desk, which is available for download in your customer portal if you are eligible. Each release candidate is a fully tested and supported version of the product and you can upgrade current production servers. The documentation, including release notes can be found here - WHD 12.7 RC Documentation - SolarWinds Worldwide, LLC. Help and Support.
Your Feedback Counts!
I'm incredibly interested in your feedback, and what's even better is that when you participate by downloading and installing the RC, you get thwack points. More importantly your feedback shapes our products. Post your thoughts, questions and concerns into the RC forum and not only will you be able to get some SolarWinds swag, but we the WHD team will be watching for input to make the product better and better. In addition, sometimes you'll come up with a brand new feature ideas that we would want to consider for a future version. The best place to capture those ideas would be Web Help Desk Feature Requests
↧
How to add custom id in email in action rules.
We are having trouble pulling custom fields in WHD to be put in an email as part of an action rule.
Ticket <ticket_id> this works
Custom fields
Rank <custom_44> id # is from database
DSN <custom_49>
It is not pulling the info. What are we doing that is incorrect? we followed directions in admin guide.
↧
SAML 2.0 Authentication with Azure SSO?
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
↧
Updated Ticket notification emails
Hi there,
I'm quite new to the WEB HelpDesk scene so any help is greatly appreciated.
We currently have our Help desk configured with email notifications.
When a ticket is opened(status open) an email goes out to the user.
When a ticket is updated with information and, add notes changed status etc. a notification can be sent out but it needs to be done manually by the tech working on the ticket by ticking the radio buttons in the recipients.
When a ticket is set to status closed and email notification can be sent out but the recipients need to be set automatically before the save and send email is pressed.
The opened ticket notifications is shows a brief message that you have open-ended a ticket
While the updated and Closed ticket show too much information for the user
Is there a way to set helpdesk up so that the In progress status Updated ticket notification emails it shows the latest notes somewhere in the beginning of the email so that the user can see what is going on with the progress of their ticket without scrolling through a lot of unnecessary information?
Similarly with Closed tickets we would need the same sort of emails as the opened one but with the closing notes.
Also is there away to automate the recipient radio buttons to always be ticked on the client?
Thanks Regards,
Alejandro Auscarria
↧
↧
More than one match found for user "" in account 1 - WHD 12.2
Hi all,
A specific user, since January, has been unable to raise tickets to us, he happens to be a department approver as well as a regular user.
It's possible that his AD account was renamed at some point but the AD LDAP connection is active so should update accordingly.
Anyway when he tries to raise a ticket he receives the error "more than one match found for user "kevans" in account 1"
When searching for clients we cannot find any other accounts in WHD with same / similar names and there is also no similar/same names in AD.
Can anyone help me in troubleshooting this please?
↧
does web help desk work with webhook?
can we integrate NPM with WHD using a webhook?
besides creating a ticket via email or webconsole, can tickets be created from webhook from alerting tools such as NPM?
↧
HR ticketing
I have set up our HR onboarding tickets in WHD. Right now we have two HR employees that enter info. The ticket itself is updated periodically as information is updated during the life of the ticket.
The issue I am having is when one HR enters a ticket the other HR cannot update said ticket. Is there a way to give rights to both persons to update each others tickets? They enter tickets as clients because they are not Techs.
Ideas please?
Also, I have set up a rule to email me when an HR ticket is updated because certain people need specific things for their part in the onboarding. Is there a better way of keeping up with changes that anyone has implemented?
Thanks,
Vicki H
↧
Is it possible to unmerge tickets
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
↧
↧
Consequences of deleting Tech or Tech Group
Is past data (or anything else) affected if unused Tech accounts or Tech Groups are deleted?
↧
Trying to create a dashboard in power BI using data from WHD tables
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!
↧
Embedded PostgreSQL is still 9.2?
Is there any plan to update the version of PostgreSQL that ships with Web Help Desk?
It appears that the shipping version is 9.2.1, which seems to have been released in 2012
Support for the 9.2 branch ended in 2017. 9.3 is already out of support, and 9.4 will be done during 2020.
↧