Submit a ticketCall us

Webinar: Web Help Desk for HR, Facilities and Accounting Departments
This webinar will focus on use cases for HR, Facilities and Accounting.

Having a unified ticketing and asset management system for all the departments in your company can provide end-users with a seamless experience and make things easier for your IT team. Yet, with different business tasks and objectives, many departments don’t fully understand the capabilities of Web Help Desk and how the software can be customized for effective use in their departments.
Register Now.

Home > Success Center > Web Help Desk (WHD) > Orion integration alerts trigger reset emails in Web Help Desk

Orion integration alerts trigger reset emails in Web Help Desk

Overview

An Orion Platform alert triggers multiple reset emails through the SolarWinds Integration connection, even after disabling the connection in the Orion Summary tab. 

Environment

WHD 12.x

Cause 

The Orion requests time out due to an SMTP delay. As a result, the Orion server sends the request again, causing Web Help Desk to interpret the multiple requests as re-triggering.

When Web Help desk receives a request from Orion, it creates a ticket and sends an email (which requires additional time) to the techs. During this process, Orion thinks the request timed out and triggers the request again. 

Resolution

  1. Log in to Web Help Desk as an administrator. 
  2. Click Setup > Email > Options. 
  3. In the E-Mail Options screen, scroll down below Outgoing Mail. 
  4. Change the Scheduled E-Mail Delivery Threshold value to 0.
  5. Save your settings. 

 

Last modified
17:20, 29 Aug 2017

Tags

Classifications

Public