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Web Help Desk and Orion Integration Troubleshooting Guide

This article shows how to troubleshoot a problem where Web Help desk does not create a ticket for the Orion alert

First published date

6/4/2020 12:34 PM

Last published date

9/16/2022 3:59 PM

Overview

Web Help Desk does not create a ticket after Orion generates an alert.

Product section

Web Help Desk

Resolution


Here are the troubleshooting steps in two phases.

First phase:
  1. Make sure that the Web Help Desk console can be accessed from the Orion server.
  2. Make sure that the Orion console can be accessed from the Web Help Desk server.
  3. Make sure that TCP ports 17778 and 17777 are open from both the Orion and WHD servers.
  4. If Web Help Desk is using HTTPS, force the HTTPS connection by going to Setup > General > Options > Force HTTPS = Always
  5. If the Orion console is using HTTPS, import the Orion SSL certificates (root, intermediate and CA) into the Web Help Desk cacerts file. After securing a copy of the Orion SSL certificates, follow the steps in this article to import them into the cacerts file.
  6. Delete Orion integration in Web Help Desk and recreate it.
  7. Test the alert and verify if a new ticket will be created in Web Help desk.

Second Phase (requires Orion service restart):
  • If the integration still does not work after the steps above, try this.
  • Delete Orion integration in Web Help Desk
  • Access the Orion database and run these queries: 
# Disclaimer: Scripts are not supported under any SolarWinds support program or service.
# Scripts are provided AS IS without warranty of any kind. SolarWinds further disclaims all warranties including, without limitation, any implied warranties of merchantability or of fitness for a particular purpose.
# The risk arising out of the use or performance of the scripts and documentation stays with you. 
# In no event shall SolarWinds or anyone else involved in the creation, production, or delivery of the scripts be liable for any damages whatsoever (including, without limitation, damages for loss of business profits, business interruption, loss of business information, or other pecuniary loss) arising out of the use of or inability to use the scripts or documentation. 

delete from dbo.PendingNotifications;
delete from dbo.SubscriptionTags;
delete from dbo.Subscriptions where EndpointAddress not like 'http%';
  • Recreate the Orion Integration inside Web Help Desk
  • Restart the Orion services following the steps from this article .
  • Test the alert and verify if a new ticket will be created in Web Help desk.

Disclaimer: Scripts are not supported under any SolarWinds support program or service. Scripts are provided AS IS without warranty of any kind. SolarWinds further disclaims all warranties including, without limitation, any implied warranties of merchantability or of fitness for a particular purpose. The risk arising out of the use or performance of the scripts and documentation stays with you. In no event shall SolarWinds or anyone else involved in the creation, production, or delivery of the scripts be liable for any damages whatsoever (including, without limitation, damages for loss of business profits, business interruption, loss of business information, or other pecuniary loss) arising out of the use of or inability to use the scripts or documentation.