I need to create Client in WHD with custom fields and also want to get the custom fields read back via API call. Has any one done this. Please can you share it.
Thank you
Jayesh
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Create Client with custom fields via API call in WHD?
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How to add a script to the WHD login page for a hosted chat service
We are using a hosted service to provide a chat room for our users needed assistance from our IT Help Desk. The hosted service provides a script to add to the web page (see below). The instructions provided by the hosted service says to add the script just before the closing </body> tag on each page you wish to have the popup appear. Does anyone have an idea what file I would add this script to in order to display the popup on the WHD login page and the Help Request page?
<script type='text/javascript'>(function () { var done = false; var script = document.createElement('script'); script.async = true; script.type = 'text/javascript'; script.src = 'https://widget.hostedsvc.com/VisitorWidget/WidgetScript'; document.getElementsByTagName('HEAD').item(0).appendChild(script); script.onreadystatechange = script.onload = function (e) { if (!done && (!this.readyState || this.readyState == 'loaded' || this.readyState == 'complete')) { var w = new PCWidget({ c: '7103d949-xx21-4389-axx4-670xffdd935c', f: true }); done = true; } }; })();</script>
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Any chance to update Web Help Desk Mobile application? Its been 7 months...
As a the Google Admin & Helpdesk specialist it would be nice to have a more streamline way to keep track of tickets while on the move. The current version of the mobile app is poor & is in dire need of an update. Am I wishing upon a star or should I let my hopes die? Could you give me any hope peter.kruty?
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Tech Notes in Custom Email
The main thing I am trying to accomplish is a ticket that is sent out to our IT department and the client who opened the ticket upon ticket closure. For some reason, I cannot get the closed template to work so I had to create an action rule to send an email after the ticket status is changed to closed.
I am not fond of this option because the email is very sparce on details. Basically it says the ticket number, who it was closed by, and has the request detail. I would like it to have a similar format to when an email comes through for a submitted ticket, or a ticket update request where it has all the details and notes of the ticket included. Or at the very least, the last few tech notes added so we can see what the tech said about the resoulotion of the ticket before he/she closed it.
I've been digging through all of the help desk files to try and find where it stores the email templates and variables and what-not as well to see if I had to do some tweaking but havent had much luck. (But I did update all of our icons and a few other things while I was digging. )
Any insight would be great!
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Edit the default Basic Search fields?
Hi all
Does anyone know is there any way to change which fields appear in the Basic Search? For instance in the asset search either Asset Type or Asset Status seem like really obvious, useful additions and currently there is a nice big space where an extra field could go...?
Thanks,
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WHD has lost connection to the database
Over the weekend something happened to our Web Help Desk application. It wont connect from the client machines and from the server when the application is launched it brings up a page to select the WHD database. Nothing changed that I am aware but I cant locate the database. Can someone point me to where the database is and what it is called?
These are the lines from the log file that make me believe it is a DB issue.
] WARN c.s.c.WhdPersistenceComponentConfig - Failed to connect to DB: org.apache.commons.dbcp.SQLNestedException: Cannot create PoolableConnectionFactory (Connection refused. Check that the hostname and port are correct and that the postmaster is accepting TCP/IP connections.)
2015-05-04 08:23:28.199 [ApplicationManager-1] ERROR c.s.w.s.a.WhdApplicationManagerImpl - Failed to start WHD application. Reason: DB_CONNECT_FAILED
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Action Rule ran mulitple times
With the new version (12.3) we can now run action rules to generate tickets and pass custom fields over to these new tickets. I have since created a New Employee process that will generate specific tickets based on answers customers give for their new hire. I have the rule set to look for a specific request type (new employee - New Hire) and equipment type (laptop or desktop). It is set to run at ticket creation. I recently had a instance where a new employee request came in and the New Employee process ran twice. I've looked around and I can't seem to figure out how that happened. I can see in the History of the parent ticket the process running generating the necessary tickets, then running again generating the same tickets. Any thoughts as to why that happened? Do I have something setup incorrectly in the criteria or Action Rule Info. If you look at the pick, There are two rules that run separate. The New Employee Setup - Laptop and New Employee ticket. Those processes do different things. I could probably merge them as all the New Employee Ticket does is assigns the new employee ticket.
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You cannot use this feature with an LDAP account
Dear all,
I am a starter on WHD and I would like to know why I got this error message, when I use "Forget Password" :
"You cannot use this feature with an LDAP account"
Our WHD are synchronized with AD (LDAP).
It means that we cannot use it ? With this scenario, I should uncheck this box "Show Forgot Password Button:" ?
Thank you in advance for your help.
Gianni
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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?
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WHD 12.3 RC1 problem
Hi,
I can't confirm that this is a bug in 12.3 RC1 but it only occurred since that update.
Whenever a tech updates a note on a ticket and then clicks 'Send and email' the following error occurs :-
| There was a problem saving ticket 5538: java.lang.ClassCastException: com.webobjects.foundation.NSMutableDictionary cannot be cast to com.macsdesign.whd.util.EmailRecipientSettings |
This occurs for all techs and on all tickets that we try to Send and Email.
Has this happened to anyone else and is there any help we can have to fix this please?
Kind Regards,
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WHD : Error Message - "Unable to establish connection within 30 secondes"
Hello everybody,
The web help desk is running fine, but randomly, I got this error message from WHD :
Could you help me on this case please ? Do you have any idea in order to avoid this error message....
Looking forward to hearing you.
Best Regards.
Gianni
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Incoming ticket requests - convert to plain text
Hello,
We're running 11.2.0 of the WHD. The organization just implemented a standard signature which contains images. Now, every time a ticket is opened, replied to, updated, etc. the images are shown as attachments. My thought was to have the email come in as plain text which would remove the images from the signature. Is that something that can be handled by WHD or is that strictly Exchange side? I looked in WHD but didn't see an option that seemed appropriate.
Thanks very much,
Matt
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Best Practices for DB Maintenance
It has been 3 months since we went to production with Web Help Desk. Crossed the 6,000 ticket threshold as well. Which got me thinking, how to check to make sure our SQL Server DB is sized correctly. Anyone have suggestions on how to monitor, when to archive (how to archive)?
Thanks.
Rick
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ERROR UPLOADING ATTACHMENT WITH API
I'm trying to use the API to upload a ticket attachment. Using the workaround doc found in another discussion about a different error trying to do the same. Using postman. I've been able to successfully auth and get JSESSIONID and wosid... and trying the upload post exactly as it is in the API doc just to try to get a successful example. Receiving the error response...
{
"type": "exception",
"message": "Could not parse multipart servlet request; nested exception is org.apache.commons.fileupload.FileUploadException: Stream ended unexpectedly",
"result": {
"success": false
}
}
Tried the image file upload from postman in the workaround doc and get the same message. Tried to be diligent to investigate "Stream ended unexpectedly". References server closing the connection, but hard to know why. Hoping someone has seen this in context of this API before having to get too deep in the server logs.
Here is the raw post body from the API doc for easy reference...
POST /helpdesk/attachment/upload?type=jobTicket&entityId=40&returnFields=id,uploadDate HTTP/1.1
Cookie: JSESSIONID=BA1B63AA2DD9EBBB62B7A20E37377DED; wosid=EoPFUriceH4t4jn5HiXiqg
Content-Type: multipart/form-data; boundary====1400591996857===
Cache-Control: no-cache
Pragma: no-cache
User-Agent: Java/1.7.0_55
Host: 127.0.0.1:8081
Accept: text/html, image/gif, image/jpeg, *; q=.2, */*; q=.2
Connection: keep-alive
Content-Length: 2143
--===1400591996857===
Content-Disposition: form-data; name="fileUpload"; filename="my.ini"
Content-Type: null
Content-Transfer-Encoding: binary # MySQL Server Instance Configuration File
# ----------------------------------------------------------------------
... the rest of the file...
--===1400591996857===--
Any help is really appreciated!
Thanks
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Retrieving deleted tickets
Is there any way to retrieve a ticket that was accidentally deleted in WHD?
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"Invalid address: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1 Unable to relay"
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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Custom Required Attachment Field
We are trying to create a custom form to be used as a Project Ticket. The ticket custom fields on has 9 custom text types to choose from and an attachment is not one of them. We do know that the ticket itself has an attachment option, but it's not mandatory AND we only want it mandatory if a contract has already been obtained. So we are are ultimately looking for a custom ticket to do 2 things: When users selects that there is already a contract in progress, that a box appears telling them they must attach a contract.
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Ticket layout. HTML Emails to the helpdesk turns into pages.
Hi.
Can something be done about the HTML to TXT conversion for the WHD? It’s awful, and probably one of the last Helpdesk software’s out there that doesn’t allow HTML(ish) content of tickets.
Look at email1.jpg. A nicely formatted email..
Now look at ticket1.jpg. Splatter!
Doug Hall
I.T Dept
For and on behalf of Hazlewoods LLP
________________________________
T:
+44 (0) 1242 680000
Hazlewoods LLP
F:
+44 (0) 1242 680857
Staverton Court
Staverton, Cheltenham
E:
Doug.Hall@hazlewoods.co.uk<mailto:Doug.Hall@hazlewoods.co.uk>
GL51 0UX
W:
www.hazlewoods.co.uk<http://www.hazlewoods.co.uk/>
<https://mydonate.bt.com/charities/stroudwomensrefuge> <http://www.hazlewoods.co.uk/news/pension-auto-enrolment-are-you-ready.aspx>
Hazlewoods is a member of international. A world-wide network of independent accounting firms and business advisors.
Be accountable to the environment. Do you really need to print this email?
Hazlewoods LLP and Hazlewoods Financial Planning LLP are both registered in England and Wales with Nos OC311817 and OC300764 respectively, and have their registered offices at Staverton Court Staverton Cheltenham Glos GL51 0UX, where listings of Members’ names are available for inspection. Hazlewoods Financial Planning LLP is regulated by the Financial Conduct Authority.
Hazlewoods LLP is registered to carry on audit work in the UK and Ireland and regulated for a range of investment business activities by the Institute of Chartered Accountants in England & Wales.
Website: http://www.hazlewoods.co.uk<http://www.hazlewoods.co.uk/>
This e-mail and any attachments are confidential and may be legally privileged. If you are not the addressee please advise the sender and delete all record of it from your system; please be aware that distribution, use or reproduction of this email is strictly prohibited and may be unlawful. We accept no responsibility for the content of this e-mail, or the actions taken on the basis of the information provided, unless that information is subsequently agreed in writing.
We take reasonable precautions to ensure our e-mails are virus free, however, we cannot accept responsibility for any viruses transmitted by us and recommend that you carry out your own virus checking procedures.
Message was edited by: Doug Hall - I just cleaned up the images that got converted from Inline to Attachments)
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Help with setting up of CABs
Good morning all,
I am having a brain **** at the moment and was hoping someone could supply some information to assist me:
I have set up some Change Advisory Boards in the system and all seems to be working fine except for one small issue.... the system sends out the email to the clients that I have set up for each of the boards (this part works nicely), the client opens the email and presses the voting option (deny - hide, deny show explanation, approve - hide explanation, approve - show explanation). Email opens and the client adds in comments and submits the email
The e-mail is ingested into the WHD system and appears in the ticket that the CAB was raised under, and here is where the issue is
The approvals section does not reflect the votes from the clients
Now if the client used the web page to complete this process all works perfectly
Has anyone got suggestions on what I may be doing wrong
Appreciate all your help in advance
Dave
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Announcing General Availability of Web Help Desk 12.3
It’s exciting to share with you, that we reached GA milestone for Web Help Desk (WHD) 12.3! Focus of this release was ability to link service requests into parent/child relationship and thus address various use-cases like
- Model repetitive business processes, such as on-boarding new employees or scheduling maintenance tasks
- Track your IT projects
- Group service request tickets together for troubleshooting or create ad-hoc child tickets to fulfil requests
Additionally it helps to address various feature requests, namely
- Multiple Tasks On One Ticket - by providing ability to track tasks as separate child tickets
- FEATURE REQUEST - Link any tickets - directly linking any service requests
- Multiple Technicians Assigned to One Ticket - by providing ability to have technicians assigned to individual child ticket representing tasks they are responsible for
- Link Client and Primary Ticket Information In Cascaded Tickets - linking any service requests and passing information selectively from parent to children by inheriting value in Task element definition
- Checklist within ticket - by providing ability to track tasks as separate child tickets
- Link Tickets generated by Tasks and action rules - by ticking the "Link to Parent" checkbox in Task element
- Ability to link tickets - directly linking any service requests
If you want to learn more about this release check out this post: Web Help Desk 12.3 Release Candidate now available!
Now go and download web help desk from your customer portal or webhelpdesk.com.
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