Good Morning,
I'm not sure if i'm doing something wrong, but, users that I have in the system that are marked as tech (not Admin) cannot access or see the FAQs where clients and Admins can see them, can someone let me know if I have missed a setting somewhere that allows Tech users the ability to see the FAQs, NOTE: we are running version 12.3.0 of WHD
We have a situation where we have 2 environments...DEV and PROD and we have a big WHD revamp coming.
We can't develop live in PROD so I was wondering how the changes can be completed in DEV and migrated...
Scripts? Database?
Please keep in mind that WHD has to stay up and cannot be brought down during development...
Thoughts? Ideas?
-Mike
To keep everyone up to speed on new Help Desk requests (especially with our new hire in the Help Desk position) we'd like to have all techs get an email about the new requests, even though they are assigned to someone. This will also help if someone calls in sick and we forget to mark them on vacation in the Help Desk.
Good Afternoon,
Since last week I have been gettin ghte following error message pop up in the messages tab on the system:
" No daemon activity dtected. Check that at least one instance of the application has been
configured as a dedicated or background daemon.
For Tomcat deployments, this is done with the WHDDaemonMode environment entry in
web.xml. For details, see the README.txt file in the Web Help Desk program folder, or FAQ 103
on the Web Help Desk support site"
We are running a Redhat version of the system utilising a MySQL database backend
This issue has apparently caused our system to stop ingesting e-mail into the system and if we restart the system it starts working again for a short period of time and then reoccurs again causing the email in the system to duplicate
Any assistance in this one would be greatly appreciated
Regards
Dave
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!
Is it possible to inherit the client from the parent ticket? We have our WHD setup to require clients, but when the task runs, child tickets are created without a client. When the ticket is opened and then saved, we get the message a client is required.
Is there a way to remove or hide "Profile" once a client logs into Web Help Desk?
Hello,
Is it possible to include HTML markup in email templates?
For example, if I wanted to highlight a phone number could I just include the text "<font size=+5>555 4321</font>" in the Template field?
Thanks for your assistance with this.
Hello to all:
I am having trouble understanding how the Department Approvals work. It takes sooooo long to set them up but I'm assuming I'm doing it wrong.
In my mind, I could set up a department approval for a particular type of ticket, like New Hire, and that approval would see the department chosen for the ticket and would send the approval to the appropriate person. I would like to think it should work this way but I can't figure that out. To make it work here, then, I have been creating approval process for each department for each type of ticket (what a chore!).
So let me run through my set up so you can understand what I've been doing and then, if there is in fact an easier way, you can clue me in....
I created Department Approver Roles (one for each department). Then, under Department Approvers, I created an entry for each department and assigned it an approver role (Marketing would be the department and I assigned a Marketing Manager as the Approver Role for example). Then, to complete the setup, I created an Approval Process for each department. To make it work, I have action rules (one for each department...AGAIN). They all are monitoring ticket changes and when they find a request type of "New Hire" and see their department, they attach the approval process to the ticket for that department.
This is frustrating because I have created each department (more than ten of them) for approver roles, department approvers, approval processes, and then still had to create an action rule for each. That was all done for the "New Hire" process. Now I need to create this same type of setup for an access request for a particular software application our clients are using. Do I really have to set up all ten or so departments four or five times? Ugh.
I'd like to think that you could have a list of approvers, in one group somewhere and tell the ticket to assign that SINGLE approval process and then, that one process, would see the department chosen in the ticket and would assign the appropriate approval process. Please tell me there is a way to do this.
I know, under Department Approvers, you can add more than one Approver Role but I'm assuming that's if you wanted to assign more than one person per department so that won't help. On the approval process, if I changed one of my processes from "Marketing" to "New Hire", I know that under approval steps I can add multiple steps. I tried that first, and added a step for each department, but when the ticket tried to update, I got an error message stating, I think, that the approval didn't match the department or maybe it said the department couldn't be found. Sorry, I can't remember specifically what that message was - that was last week when I tested that way.
Any information you can provide will be greatly appreciated.
Thanks,
Magus
Is it possible to know who a user is based on their AD lookup and prefill certain custom fields?
I guess another way to ask the question is...:
Is there a way to map fields from AD to custom fields on the ticket?
We have a situation where we have 2 environments...DEV and PROD and we have a big WHD revamp coming.
We can't develop live in PROD so I was wondering how the changes can be completed in DEV and migrated...
Scripts? Database?
Please keep in mind that WHD has to stay up and cannot be brought down during development...
Thoughts? Ideas?
-Mike
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
Good Morning,
I'm not sure if i'm doing something wrong, but, users that I have in the system that are marked as tech (not Admin) cannot access or see the FAQs where clients and Admins can see them, can someone let me know if I have missed a setting somewhere that allows Tech users the ability to see the FAQs, NOTE: we are running version 12.3.0 of WHD
Is there a way to search for tickets that were last updated by a client?
I have attempted to use the "Updated by" query type, but I can't set the "Client" name to "", or "*" or anything else I can think of that might represent anyone in the clients list.
I can also not see a way to do an "Updated by" query that is NOT "Tech".
Any thoughts how I can get a search query to show me all tickets that were updated by someone other than a Tech?
Thanks for your assistance.
Is there a way to remove or hide "Profile" once a client logs into Web Help Desk?
Hi
I am battling to get to grips with the rest api.
I am using the below PowerShell script which does not throw any exceptions
can anybody shed some light on my dilemma
The full story: { I am using powershell to identify status changes in Web help Desk database, and create issues in JIRA for my KANBAN board ( Via the rest api) the response from Jira is the issue number Just created,
I now want to update Web Help Desk "ticket custom field" with this JIRA ticket Number.}
any help appreciated
Thanks
$definitionId="33"
$restValue="E1245"
$body= @{
definitionId=$definitionId
restValue=$restValue
$jsonBody=ConvertTo-Json$body
$resp= Invoke-RestMethod-uri$uri-MethodPut-body$jsonBody-ContentType"application/json"
$cat=$resp.id
write-host" key = $resp.id"
------------------------
after execution returns The Id of the ticket as expected, but no update happens
I get the info I deem necessary from this command line in chrome, I also use to inspect if my update has worked
which returns details of the ticket to viewing pane Ticket id = 36566
{"id":36566,"type":"Ticket","bccAddresses":null,"ccAddressesForTech":null,"departmentId":null,"lastUpdated":"2014-11.................":"TicketCustomField","definitionId":31,"restValue":"23333"},{"id":15947,"type":"TicketCustomField","definitionId":32,"restValue":"Accounting / Financials"},{"id":18080,"type":"TicketCustomField","definitionId":33,"restValue":"233332"},{"id":
Hey all,
Just wondering if anyone is having Memory Leak issues with their WHD? From searching the forums it seems this was an issue in version 11 but was fixed with a version 11 incremental update, however we are running version 12.1 here and are still in constant need of rebooting to reset the JVM Memory.
Just wondering if anyone has a fix for this or if it is still a known issue and being looked into?
Thanks
Is there a way to search for tickets that were last updated by a client?
I have attempted to use the "Updated by" query type, but I can't set the "Client" name to "", or "*" or anything else I can think of that might represent anyone in the clients list.
I can also not see a way to do an "Updated by" query that is NOT "Tech".
Any thoughts how I can get a search query to show me all tickets that were updated by someone other than a Tech?
Thanks for your assistance.
I could be crazy, maybe someone else can confirm this. I thought about submitting this to Solarwinds support, but figured maybe it'd be better served here as I can't be 100% certain of how it used to be.
From the tech interface, if you click New Ticket, prior to 12.3, I am fairly certain the active cursor was placed into the first name field. This made tabbing to the last name or immediately typing first name very quickly.
After 12.3, no cursor is placed, so tab tries to tab through all the top buttons. It now takes 22 tabs to get to first name, which is obviously pointless
Can anyone confirm that it used to put the cursor in first name automatically? This is one of those things no one notices but once it changes, drives people like me, mad.
We have a requirement that states if a selection is made from a custom dropdown list, then a list of checkboxes will then be automatically selected.
For example:
A user access dropdpwn that has a list of job titles. (Manager, Developer, Super-User, User).
And a checkbox list for system level access:
If Developer is selected from the dropdown, we would like:
Automatically checked are above.
Is this possible in WHD?