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Download & Install new Apple Push Notifications Certificate!

July 14, 2015, 2:26 am
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One of the WHD features is the ability to push notifications to your mobile phone using the Apple Push Notifications Service. This service requires a certificate which expires today. If you want to continue using these notifications you need to install the new certificate availalbe from your customer portal.

 

Click on License Management -> MyDownloads (under Web Help Desk licenses information) -> scroll toAdditional Downloads and click Download button next to "Apple Push Notification (APN) Certificate".

 

Apple Push Notification Certificate.png

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CAS Authentication - Routing to CAS Login Screen

July 15, 2015, 11:29 am
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So I am thinking that I missed something completely during this setup of CAS, following the directions in the help file along with this KB: http://knowledgebase.solarwinds.com/kb/questions/5568/Web+Help+Desk+Authentication+with+CAS2.0 What I end up with is Web Help Desk screen indicating that it is logging me in, then, it routes me to the JASIG Central Authentication Service "Enter your Username and Password" screen. I thought the whole purpose of this feature was to eliminate any input by the end-user when it comes to logging in. Why is it I have to enter the username and password here and then get routed back to the ticket submission screen. What did I miss here because I don't think this is the intended result?

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Web Help Desk SSO/Pass Through

June 29, 2015, 8:52 am
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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.

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Accessing FAQs without authentcation

July 16, 2015, 7:36 am
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Hi all,

 

Is there anyway the FAQs can be accessed without logging in?

 

Users currently login via AD/LDAP, we want to keep this in place for ticket creation.

 

Basically I've been asked to create a set of FAQs on a webpage.....don't want to reinvent the wheel!

 

Thanks

 

Paul

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FAQs and Surveys

July 16, 2015, 2:06 pm
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When a client clicks on the FAQ link within a note in a ticket nothing happens. This also happens when they click the link within the email response they get after a new note has been saved. Surveys are doing the same thing.  When I try to test it on my computer it works fine...opens up a new window with the correct webpage.  Now if I try and do it on my iPhone it doesn't  work. Says can not contact server. Is this a computer issue or some setting within WHD?  I am thinking computer but want to run it by here and see if anyone has any insight.

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A ticket marked Resolved, the Client clicks Yes, but still gets notifications. Any ideas?

July 14, 2015, 4:49 am
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When the first person reported the issue, I thought they just didn't get the concept of clicking yes to close the ticket.  I've now had 3 different people all with the same issue however.  Is there something up that is causing Resolved tickets not to close properly?  They all have clicked yes, but it still sends them notifications, and remains in a resolved state.

 

Thanks for any help anyone can provide.

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remove clients from the database

July 17, 2015, 11:35 am
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I need to remove about 800 clients out of the database.  How can I do this quickly.

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Server unreachable after upgrade to 10.10 (Mac)

July 18, 2015, 2:35 pm
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After the above mentioned upgrade, both my MDM server (JAMF/Casper) and WHD were unable to be reached by client browser or from the server's only local interface.  The MDM fix was to install a missing java component, but SolarWinds tech that I spoke to for a couple hours had no luck.  His solution was based around trying to modify the hosts file so that the name of the server was specifically put into the host file (i.e. 127.0.0.1 = local.server.name.local etc. ) We didn't reach a solution that way - it continues to give the error "can't open the page "xxx.xxx.org:8081" because Safari can't reach the server "xxx.xxx.org"  Same type of message w/ Firefox and Chrome.

Mac server did have profile manager and Open Directory turned on; I've turned them off and restarted and gotten no further at troubleshooting this.  Any suggestions appreciated.

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Mid-life Change of Asset Number - Possible? Impacts?

July 20, 2015, 10:43 am
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We are just starting with WHD for help tickets and asset management. I am wondering how WHD handles record keeping for an asset whose asset number might change during its lifetime.

 

Our laptops are given sequential asset number labels and inventoried accordingly. Our asset label is affixed to the bezel surrounding the screen on our MacBook Airs. When repairing cracked LCD screens, Apple has recently begun replacing the entire top case unit (including the bezel). That means our asset label gets returned to Apple on the bezel.

 

How does WHD asset management handle a change of asset number for an item? Does it automatically update all records in the asset's history with the new asset number? If not, does anyone have suggestions for how to manage a situation like that? I'd hate to have to live with making "notes" in an asset record that the asset has had a previous asset number(s).

 

Thanks for any input...

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Default Status Type

July 21, 2015, 3:15 pm
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At our help desk our tickets are issues are usually quick, so the ability to change the default status type Resolved or to Closed. How could I do this in web help desk?

 

Thanks,

Brendan

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Increasing the Root Partition Size [SolarWinds Web Help Desk Virtual Appliance]

July 20, 2015, 3:14 pm
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This is a risky step so do with CAUTION.

First, create a CLONE of the VA specially for VMware since you cannot edit the hardware if a checkpoint is present.

Do the process of re-sizing the first virtual drive of the CLONED VA (usually the 10GB one) within your Virtualization Management App (vSphere or Hyper-V Manager).

And...

 

1. SSH to the clone of the VA as root

2. Stop WHD

          service webhelpdesk stop

RootPartitionResize1.JPG

3. Display the list of partition spaces:

          df -h

RootPartitionResize2.JPG

4. Edit the partition table for the disk where the root partition is mapped (usually /dev/sda).

          fdisk /dev/sda

 

          then DO: d,3,n,p,3,enter,enter,w

RootPartitionResize3.JPG  

5. Reboot the whole VA.

          reboot

6. Resize the root partition to reflect the new disk size. It will take a while so be patient.

          resize2fs /dev/sda3

RootPartitionResize4.JPG

7. Display the list of partition spaces again to verify if the size has increased:

          df -h

RootPartitionResize5.JPG

 

Once this is all successful, you can then make this clone VA your main one and can create a checkpoint for backup.

 

Do not do the same step for the "DATA1" partition as this will fail all the time and you will loose data on that partition where the PGDATA is located.

 

Hope this helps.

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SolarWinds WHD Virtual Appliance Console Login Screen

July 20, 2015, 2:25 pm
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For those who have used the SolarWinds WHD Virtual Appliance and you have recently updated the CentOS Linux Operating System with `yum update`, then you must be missing that blue console screen:

WHD_VA_Console.JPG

To fix that, you can simply do the following:

1.  SSH to the VA as admin.

2. Update the config file /etc/init/start-ttys.conf adding the line "initctl start vamitty TTY=/dev/tty1" before the end of the script. In short, make look like below and save it:

#

# This service starts the configured number of gettys.

 

 

start on stopped rc RUNLEVEL=[2345]

 

 

env ACTIVE_CONSOLES=/dev/tty[2-6]

env X_TTY=/dev/tty1

task

script

        . /etc/sysconfig/init

        for tty in $(echo $ACTIVE_CONSOLES) ; do

                [ "$RUNLEVEL" = "5" -a "$tty" = "$X_TTY" ] && continue

                initctl start tty TTY=$tty

        done

initctl start vamitty TTY=/dev/tty1

end script

3. You can then restart your whole VA.

 

Hope this helps...

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Is it possible to unmerge tickets

July 22, 2015, 3:38 pm
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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

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FAQs and Surveys

July 16, 2015, 2:06 pm
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When a client clicks on the FAQ link within a note in a ticket nothing happens. This also happens when they click the link within the email response they get after a new note has been saved. Surveys are doing the same thing.  When I try to test it on my computer it works fine...opens up a new window with the correct webpage.  Now if I try and do it on my iPhone it doesn't  work. Says can not contact server. Is this a computer issue or some setting within WHD?  I am thinking computer but want to run it by here and see if anyone has any insight.

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Mid-life Change of Asset Number - Possible? Impacts?

July 20, 2015, 10:43 am
$
0
0

We are just starting with WHD for help tickets and asset management. I am wondering how WHD handles record keeping for an asset whose asset number might change during its lifetime.

 

Our laptops are given sequential asset number labels and inventoried accordingly. Our asset label is affixed to the bezel surrounding the screen on our MacBook Airs. When repairing cracked LCD screens, Apple has recently begun replacing the entire top case unit (including the bezel). That means our asset label gets returned to Apple on the bezel.

 

How does WHD asset management handle a change of asset number for an item? Does it automatically update all records in the asset's history with the new asset number? If not, does anyone have suggestions for how to manage a situation like that? I'd hate to have to live with making "notes" in an asset record that the asset has had a previous asset number(s).

 

Thanks for any input...

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Delete / archive old Request Types

July 23, 2015, 8:36 am
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We want to reconfigure our WHD and I want to deactivate the existing request types and set new ones up to use in the future.  How can I do this and keep those old request types linked to existing open or historic tickets?  I have found that if I delete a request type it reverts any tickets associated with that to a default request type and i lose the ability to report by request type.

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WHD End User\Technician Guide

December 30, 2013, 12:50 pm
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Anyone have a Web Helpdesk End User and or Technician guide you are willing to share?

 


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Is it possible to unmerge tickets

July 22, 2015, 3:38 pm
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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

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WebHelpDesk SSO using ADFS 2.0 & SAML 2.0

July 18, 2013, 5:56 am
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I am attempting to get SSO working for WebHelpDesk using ADFS 2.0 and I am unable to get the authentication to work properly.

 

Information about our setup:

WebHelpDesk 12.0.0 Hotfix 1

WebHelpDesk Server is encrypted with a SSL Certificate from GoDaddy

ADFS Server is encrypted with a SSL Certificate from GoDaddy

 

When anyone accesses the WebHelpDesk, it redirects them to our ADFS Server correctly, appears to authenticate them correctly, but when it passes the token back to WebHelpDesk, they are not logged in. They are presented with a standard WebHelpDesk login screen.

 

As of now, I have the "Signature" for the RP settings using the "ADFS Signing" certificate generated by the ADFS Server. The "Encryption" for the RP Settings is using the SSL Certificate from GoDaddy that is securing the IIS website and the "Service Communications".

The WebHelpDesk is using the "ADFS Signing" certificate generated by the ADFS Server.

 

Because the WebHelpDesk is redirecting users to the ADFS Server which appears to be authenticating correctly, I believe my issue lies somewhere with the Token-Signing & Token-Decrypting Certificates but I am not 100% sure of that.

 

Any help would be GREATLY appreciated.

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Where do I view approvals?

July 27, 2015, 7:49 am
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I have setup an approver process with departmental approvers and the help documentation says "Click Approvals to view New Approvals and vote on each new request"

Where is the 'Approvals' menu??  Am I missing something?

Is this in the admin or the client web interface?

 

Thanks

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