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Unable to access ticket note links in an email ticket

This article describes an issue with accessing links embedded within an email ticket note. Hyperlinks included in a ticket note are inaccessible when attempted from within the email ticket update; however can be accessed via the Web Help Desk interface.

First published date

10/25/2018 2:09 PM

Last published date

12/21/2022 5:31 PM

Overview

When a tech saves and emails a ticket with a note that includes a hyperlink, the client cannot access the link outside of their SolarWinds Web Help Desk user interface.

Product section

Web Help Desk

Cause

The hostname in the hyperlink does not point to an external DNS server. As a result, the link can only be accessed from within the SolarWinds Web Help Desk user interface.

Resolution

Update the bb_config.xml configuration file, replacing the current hostname with the hostname or IP address of the system that hosts your SolarWinds Web Help Desk software.
  1. Locate your archiving software. You can also download the 7Zip open source file archiving software to your SolarWinds Web Help Desk system. 7Zip (© Igor Pavlov, available at https://www.7-zip.org/, obtained on November 20, 2018)
  2. Stop Web Help Desk - Stop and start Web Help Desk
  3. Open a File Explorer window and navigate to the following directory:
<WebHelpDesk>\bin\webapps\helpdesk\WEB-INF\lib
where <WebHelpDesk> is the location of your Web Help Desk directory.
  1. In the \lib directory, back up the following file to another location:
whd-web.jar
  1. In the \lib directory, change the file extension to:
whd-web.zip
  1. Using 7Zip or another archiving software application, extract the file contents.
  2. In the file contents, open the Resources directory.
  3. In the directory, locate the following file: bb_config.xml
  4. Open the bb_config.xml file with a text editor.
  5. In the file, locate the following line of code:
<a href="/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/view?ticket=$2" target="_top >$1$2 </a>
  1. Change:  <a href="/helpdesk/WebObjects/Helpdesk.woa/wa/... </a> to:
<a href="http://<YourHostName.com>/helpdesk/Web...lpdesk.woa/wa/... < /a >
where YourHostName is the hostname or IP address and port of the system that hosts your Web Help Desk software.
If you enter an IP address and port, the syntax would be:
<a href="http://<ip_address>:< port >/helpdesk/WebObjects/Helpdesk.woa/wa/... </a>
 
  1. Save and close the file. 
  2. Using your archive software, zip the folder into an archive file with a .zip extension. For example: whd-web.zip
  3. Rename the file to: whd-web.jar
  4. Close your File Explorer window.
  5. Restart Web Help Desk - Stop and start Web Help Desk
Your Web Help Desk hostname (or IP address and port) is now hard-coded in all ticket note hyperlinks.

Disclaimer: Please note, any content posted herein is provided as a suggestion or recommendation to you for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment.  You elect to use third party content at your own risk, and you will be solely responsible for the incorporation of the same, if any.