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Have a client that cant add notes to his ticket. His account is fine in WHD. ?

benamaaida

user is unable to add notes to his ticket.

His account is fine.

usually when it happens the user has two accounts.

12.7.13 - Build #12.7.13.120

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123kateb

Did they try a different browser?

benamaaida

yes both Edge and Chrome would not allow notes to be saved. Other users are fine. His account in WHD is active and he removed all his certs and re added for verification. He can put in tickets but cannot add notes to his own tickets.

pabely

Are they doing anything different from other Users, ie adding an Attachment as well?

Are they a Client Admin so can add on behalf of other users?

Do you run WHD with a certificate installed ie over HTTPS?

benamaaida

1-No

2 No

3 Yes we use Military CAC for verification.

Peter_2022

It doesn't sound like this is your issue, but we used to run into the issue where Clients thought they couldn't add a note because we Custom Fields that were required on Request Sub-Types but not at ticket creation.

A client would create a ticket;
Action Rule route to a sub-request type with required fields. (Under normal practice a Tech would then populate those fields.)
Client visits tickets before Techs populate the custom fields and tries to add note.
Ticket does not save because required custom fields are still NULL; Client thinks they can't add a note.

Our solution was to set default values at ticket creation; not make the custom field required; or require the client to populate the field at ticket creation.