Can Default or Built-In email templates be modified?

August 6, 2015, 9:05 am

≫ Next: Ever since upgrading WHD to 12.3 (Pt. 3)

For example, for the Outgoing email template Default Ticket Greeting, it is coded as follows:

<first_name>, thanks for using the service desk ticketing system. You can check the status of your ticket (<ticket_id>) at

<login_url>

Can additional text be added such as, "Please do not reply to this email directly, to update this ticket, please click on the Add Note link below or email support@mycompany.com directly, reference your Ticket number." (without the quotes)

I tried modifying a template and hit Save, but it's not showing up with the added text. Or do I need to create a custom template?

Thanks.

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Ever since upgrading WHD to 12.3 (Pt. 3)

August 7, 2015, 9:18 am

≫ Next: Ever since upgrading WHD to 12.3 (Pt. 2)

≪ Previous: Can Default or Built-In email templates be modified?

For non-HTML formatted email, the formatting got kind of screwed up, see the image below, the information in brackets is contained usually in one line, now there's hard returns in between them, causing multiple lines. Also, before upgrading to 12.3, non-HTML formatted email has the word "TICKET" in capitals at the bottom, and I put in a call to Solarwinds support and they told me to upgrade to 12.3, but that didn't fix the issue, the word "TICKET" in caps is still at the bottom (we checked all footer settings and labels, it's not in there).

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Ever since upgrading WHD to 12.3 (Pt. 2)

August 7, 2015, 9:14 am

≫ Next: Ever since upgrading WHD to 12.3 (Pt. 1)

≪ Previous: Ever since upgrading WHD to 12.3 (Pt. 3)

Since upgrading to WHD 12.3, the action link for Add Note and Cancel Ticket in HTML formatted emails have them joined together, see picture below, creating confusion amongst our users. I hope there's a quick patch versus waiting for another release.

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Ever since upgrading WHD to 12.3 (Pt. 1)

August 7, 2015, 9:11 am

≫ Next: SCCM 2012 Client User Names

≪ Previous: Ever since upgrading WHD to 12.3 (Pt. 2)

The LDAP synch buttons are grayed out and disabled? Any clue? Thanks in advance.

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SCCM 2012 Client User Names

August 7, 2015, 10:42 am

≫ Next: Are two email addresses really needed for WHD?

≪ Previous: Ever since upgrading WHD to 12.3 (Pt. 1)

It appears that when WHD uses the SCCM connector the Client User Name is getting pulled from the Last Logon User name field. Is there anyway to change that to pull from the Primary User field?

If a helpdesk person logs into a computer as themselves it adds that account to the Client User Name, I know you can choose to ignore but that is not exactly what I want to achieve. The primary user in SCCM is more accurate.

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Are two email addresses really needed for WHD?

August 3, 2015, 12:32 pm

≫ Next: Asset Custom Fields question

≪ Previous: SCCM 2012 Client User Names

WHD setup instructions recommend an inbound and outbound email address for Web Help Desk. Is this absolutely necessary or can we get away with just one email address for both inbound and outbound email?

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Asset Custom Fields question

August 11, 2015, 1:37 am

≫ Next: Can Tech Permissions be modified to hide certain Setup menu items?

≪ Previous: Are two email addresses really needed for WHD?

Is there any obvious logic to which Asset Custom Fields appear in the Assets tab when creating a ticket? I have recently added some servers to our assets (added manually, not via auto-discovery) and since then one of the custom fields I created and which only applies to my "Servers" Asset type is displayed (despite being blank) in the Asset tab for every client when logging a ticket. I am assuming I have missed something somewhere?

Thanks!

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Can Tech Permissions be modified to hide certain Setup menu items?

August 10, 2015, 2:25 pm

≫ Next: Create tickets on e-mails - Subject text for assigning to a specific request type

≪ Previous: Asset Custom Fields question

Probably not, but I thought I'd check if Tech Permissions can be set so that only certain menu items from the Setup menu, like Processes, can be seen and modified, not just Ticket permissions. It would be a nice feature in the future.

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Create tickets on e-mails - Subject text for assigning to a specific request type

August 12, 2015, 9:49 am

≫ Next: override approvals - how do I set up to allow techs to override?

≪ Previous: Can Tech Permissions be modified to hide certain Setup menu items?

I currently have all tickets generated by e-mail dump into a general request type, I want to keep this setting. However, I want to know what subject text I would need if I wanted an e-mail sent to a specific request type category. For example, if I wanted certain e-mails sent to our WHD email placed in the "Hardware" category, what text would I need in the subject line to do so?

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override approvals - how do I set up to allow techs to override?

August 11, 2015, 9:51 am

≫ Next: Error when upgrading to higher version

≪ Previous: Create tickets on e-mails - Subject text for assigning to a specific request type

override approvals - how do I set up to allow techs to override?

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Error when upgrading to higher version

August 12, 2015, 9:54 am

≫ Next: HelpDesk Reassigned tickets

≪ Previous: override approvals - how do I set up to allow techs to override?

Scenario, WHD encounters an error when upgrading to higher version (11.2.1 to 12.x or 12.0 to 12.1, 12.2-12.3) and database is either MSSQL or MySQL.

"Caused by: com.microsoft.sqlserver.jdbc.SQLServerException:

Violation of PRIMARY KEY constraint 'PK__[primary key name]__[primary key value]'. Cannot insert duplicate key in object 'dbo.[name of table here]'."

Access the database server, connect to the whd database and run the below script.

Delete from EO_PK_TABLE;

What it means?

EO_PK_TABLE holds the next count for every Private Key on each table and if the count is not accurate, it will generate an error when WHD will reference to it. Clearing and restarting WHD service will regenerate the proper count.

**Generally. external databases such as MSSQL and MySQL aren't supported but the above mentioned is for informational purposes only.

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HelpDesk Reassigned tickets

August 12, 2015, 7:15 am

≫ Next: Is there a quick way to wipe the database?

≪ Previous: Error when upgrading to higher version

Looking for suggestions on what would be the best approach for this situation.

Currently Helpdesk\Sysadmin\DBA\Network groups are all separated into different tech groups.

The Helpdesk takes the initial phone call, creates the ticket, assigns it to the appropriate group.

The problem is if a user calls back and wants to add some information to the ticket since the ticket has been reassigned the helpdesk staff have no visibility into that ticket.

On the flip side of that we don't necessarily want the helpdesk role to have access to everything as that would just clutter their view and notifications get interesting.

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Is there a quick way to wipe the database?

August 14, 2015, 8:21 am

≫ Next: Submit a ticket vs. Save

≪ Previous: HelpDesk Reassigned tickets

Greetings,

Because of multiple synchs to LDAP, we have duplicate entries in the database. Is there an easy way just to wipe it, so we can do another re-synch with LDAP with the latest information?

Thanks in advance!

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Submit a ticket vs. Save

August 5, 2015, 5:44 am

≫ Next: 2 Step Approval Process

≪ Previous: Is there a quick way to wipe the database?

I know this is a terribly small thing in the grand scheme of things, but it drives me nuts. When a user goes to the web portal to create a trouble ticket, is there a way to change the "Save" button to a "Submit" button? It makes a lot more sense...

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2 Step Approval Process

August 3, 2015, 11:49 pm

≫ Next: HelpDesk Reassigned tickets

≪ Previous: Submit a ticket vs. Save

I have a situation whereby a ticket request for a new user requires a 2 step approval process. I have setup 2 separate Change Advisory Boards (CAB's) and then created an Approval Process with the 2 Cab's included (Step 1 and Step 2) however we have come across an issue:

When Step 1 is approved, it triggers the Step 2 Approval Process, however if Step 2 is denied the ticket remains in limbo as neither approved or denied. Is it possible to make Step 2 an overriding approval so that if it is Denied the ticket can be closed? If both Step 1 and Step 2 are approved then we are able to proceed with the ticket but not if Step 2 differs from Step 1. This seems like a major FAIL in the process tree (unless I am doing something blatantly wrong).

Any help would be greatly appreciated

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HelpDesk Reassigned tickets

August 12, 2015, 7:15 am

≫ Next: Backup/Alternate Approver

≪ Previous: 2 Step Approval Process

Looking for suggestions on what would be the best approach for this situation.

Currently Helpdesk\Sysadmin\DBA\Network groups are all separated into different tech groups.

The Helpdesk takes the initial phone call, creates the ticket, assigns it to the appropriate group.

The problem is if a user calls back and wants to add some information to the ticket since the ticket has been reassigned the helpdesk staff have no visibility into that ticket.

On the flip side of that we don't necessarily want the helpdesk role to have access to everything as that would just clutter their view and notifications get interesting.

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Backup/Alternate Approver

August 17, 2015, 6:14 am

≫ Next: Ever since upgrading WHD to 12.3 (Pt. 2)

≪ Previous: HelpDesk Reassigned tickets

How can I assign an alternate/backup approver when one of my approvers is on vacation or unavailable?

Would be nice to have a way to select an alternate, or have an alternate chain that is activated after set period of time. Allowing for less than the total required approvers in a CAB is really not useful. If I want the CEO to approve every ticket unless he's unavailable, in which case the CFO approves, putting them both in a CAB and requiring only 1 of the 2 to approve doesn't solve the problem. The CFO might then approve when the CEO IS available, which is not the desired result.

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Ever since upgrading WHD to 12.3 (Pt. 2)

August 7, 2015, 9:14 am

≫ Next: Are you using other Asset Management / Inventory solutions with WHD?

≪ Previous: Backup/Alternate Approver

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Are you using other Asset Management / Inventory solutions with WHD?

April 1, 2015, 10:17 am

≫ Next: "Invalid address: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1 Unable to relay"

≪ Previous: Ever since upgrading WHD to 12.3 (Pt. 2)

WHD allows you to track assets and apart having native WMI discovery also integrates with various asset management solutions and provides generic integration.

What other products you are using besides WHD for asset management?
Were you the one who chose and purchased those other tools?
Are there problems you would like WHD to solve rather than these other tools?

Looking forward to hear from you,

Peter

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"Invalid address: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1 Unable to relay"

May 15, 2014, 3:01 am

≫ Next: HelpDesk Reassigned tickets

≪ Previous: Are you using other Asset Management / Inventory solutions with WHD?

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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