WHD allows you to track assets and apart having native WMI discovery also integrates with various asset management solutions and provides generic integration.
Looking forward to hear from you,
Peter
Is it possible to limit surveys so each user only gets one survey request regardless of how many tickets are closed?
My main question is how can I run a report to see what client is putting in the most tickets? Our company does not have techs entering the tickets. When I run a report and select clients it shows them as a group and not individuals. It is useless information to me. Sure I can export the data into Excel and break it down, but I really don't want to do that. Is there a way to select clients for a report which will break it down by the individual client?
Also, is there a way to place meaningful information on a report. I can run reports and see trends by request type, day, hour, or location, but I want to be able to see what is causing the trends on the actual report instead of having to view each ticket in WHD. Is there a way to do this or is this a feature in the works?
Now that 12.3 is out, I'm curious to know what's being worked on with v12.4 (or whatever the next version is called)?
I'm sure the last two releases have implemented some great features for others, but I've made little to no use of these features. So I'm quite curious to see what's in the pipeline.
Although I have quite a few feature requests out there (some highly voted here, but I understand this isn't the only place where Solarwinds tracks feature requests), my two biggest requests are here: Canned Tech Notes / Standard Reply and FAQS linked to multiple request types
I am a newbie trying to set up WHD. I want to get the process for auto generating asset numbers for my installed base of laptops. Is there a kb article or docs that someone can refer me to? Thanks.
Hi could we add multiple domain with our solarwind help desk solution??
if yes please tell us the procedure to do that
if we installed the help desk on one domain then how we can get the requests from another domain users
Greetings,
I have a group within my helpdesk that needs to receive and resolve tickets from clients but not let other Admins and Techs see the content of the help requests. How would I set this group of Techs up with their own Admin, without setting up a new instance of WHD?
I know I can control the incoming email tickets to go to a specific Request Type and Tech Group. However how do I make the tickets in this Request Type and Tech Group invisible to other Techs and Admins in the system? Does anyone out there use WHD for items related to HIPAA or confidential financial information help requests?
Thanks for the help!!
Greg DC
WHD allows you to track assets and apart having native WMI discovery also integrates with various asset management solutions and provides generic integration.
Looking forward to hear from you,
Peter
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 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?
Does Web Help Desk allow for pass through authentication? My customer does not want to be prompted for a username and password, they want the help desk software to connect through LDAP, identify the user logged in, and log them in without being prompted to enter their password....
Thanks in advance.
We use the "location" field to differentiate one customer from another.
We now want to give our customers (i.e. companies/organisations) access to WHD so they can create and lodge their own tickets. We want logons for individual users at a given customer.
We want all tickets created for a given customer to be visible to any user from that customer irrespective of who created it. At present they can only see tickets that they created personally.
Can such a user be made to see the tickets created by other users from the same customer, i.e. location?
I am trying to create a REST API call that will get a list of all open tickets (for a dashboard), but I am running into the fact that the limit is 25. This seems crazy low...the REST API documentation mentions max items per page being changed, and says Max Limit has a 100-limit, which for my purposes would be sufficient.
The documentation also says that Tickets don't use "General Settings", which I assuming means this max per page. How then, can I increase the limit of 25 tickets to the documented max of 100?
The doc makes no other mention of "General Settings"...so it leaves I guess this as a mystery. Any ideas?
I have attempted to delete messages, yet, when clicking the icon the page refreshes, yet, the message does not delete. If i manually remove from the database the messages disappears, yet, this is not a desired method to remove messages. Any gotchas? I am wondering if this is not a caching issue? Or is there a way to grab this method manually? When i review the java console, I see a 405 method not allowed error.
Failed to load resource: the server responded with a status of 405 (Method Not Allowed)
https://serverurl/helpdesk/message/close_widget.gif?v=12_2_0_9011
I have the Web HelpDesk running on a sever with 4 processors 16gb of memory and 100gb of HDD space. Every time I update a ticket or delete a ticket it takes a long time (10-20 sec) for the function to process. What can I change to make this faster?
I have WHD installed on a virtual server. It uses linux and due to lack of space on disc it falls over every few months because of all the log files backups. I was told by support that I can set up a crontab to solve this issue, which I have done today but wanted to check that the commands I have put down are correct.
I edited the crontab with the following:
0 0 * * * /bin/find /usr/local/webhelpdesk/pgsql19/Backups -type f -mtime +7 -exec rm -rf {} \;
using what they had given me as a guide
0 0 * * * /bin/find /path_to_files -type f -mtime +7 -exec rm -rf {} \;
I saved it
Is this correct or was I meant to change any of the other parts?
It should keep the last 7 days worth
How can I show the location when Client Admins are looking at the tickets history? I have several locations for each client admin.
I have a lot of ticket request types that have sub categories included. What I'd like is just a basic bar chart report that essentially shows where most of our helpdesk work is being spent on. The problem is it seems the reports always include a separate bar for each sub category, this makes the entire report too long and unusable. For example I have a top level category for Printers, then sub categories for scanning, printing, faxing, new procurement, new installations, and general maintenance. In the report the tickets from the sub categories should be combined for the top level Printers category - that way we quickly see how much time is spent dealing with all printing issues.
How can I do this?
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!
Okay, I must be missing something pretty basic. We have DameWare 11.2 and WHD 12.2. What is the trick to getting the DW integration to work? I have the DW links enabled on both assets and techs. When I click on the icon next to the asset it just goes to a black webpage:
Firefox can't find the file at Firefox can't find the file at dwrcc://**.**.*.**?assetID=691&whdEndPoint=http://ithelpdesk/helpdesk/WebObjects/Helpdesk.woa/ra.
Thanks