Is your History out of order?

In the History section of each ticket, I'm finding that entries are frequently out of order. Can anyone else confirm this?

History is supposed to be ordered chronologically with most recent at the top of the list and first event at the bottom. I find frequently that what should be the first event (ticket create), is in the middle of the history list and not at the bottom.

I'm guessing this is because the History entries don't show seconds and/or don't use seconds to sort. But I also can't tell if the events are happening out of sequence. This is making it difficult to troubleshoot tasks and processes.

Can anyone confirm?

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Accepted answers

justin.gray

Support confirmed today that this is a bug going back to at least v12.3. This is not just an aesthetic issue with the display being out of order, but also an issue with actions performed out of order. So if you are using Action Rules, you may find this to be an issue.

No ETA on a fix, though they did state that they have not received any reports of the issue from other customers. If you are facing this issue, I would recommend creating a support request and it may get fixed sooner than later.

HTH

All comments

typhoon87

Have you upgraded to 12.7 ? If so I am seeing this as well and I think its the way it works. The ability to reverse it to newest first would be useful like it sued to be. You probably should open a ticket to confirm.

justin.gray

Thanks for the reply. No, based on all the bugs you all have been finding I'm in no hurry to upgrade. We're still on v12.5.1.

If events are spaced out time-wise they (seem to) sort properly. Otherwise, it appears that it sorts by minute rather than second, so if several events happen during the same minute they are out of order.

I have a case (#00303060) open, but support has been very slow. I'll post any updates.

rmhvh12

We are still on 12.6 and maybe we will stay there for a bit longer.

justin.gray

Spoke with support this a.m. Their best solution was to increase JVM memory, despite the fact that utilization hovers between 15-40%. They also recommended bumping system RAM to 12GB+ as well as restarting WHD services nightly.

We have 21 Techs total, with maybe 10 logged in concurrently at any given time. They recommended 6-7GB for JVM. 6GB is what we run currently.

This seems pretty excessive for our environment and I'm skeptical it will have any effect on History order, but will try nonetheless.

Would be interested to learn what others have configured for JVM and RAM specific to the number of Techs.

justin.gray

My ticket was escalated (finally!) to an Application Engineer. Reportedly, WHD 12.6.0 with Hotfix 1 "includes bug fixes with the data display".

I've asked for clarification as to whether this is simply an aesthetic issue, or if events are not actually firing in the correct order. I'll schedule an upgrade and see what happens. Though if this happens still in 12.7, I'm skeptical.

justin.gray

In case anyone happens to be following this, we can confirm that upgrading to WHD 12.6.0 with Hotfix 1 does not resolve the issue. History items are still appearing out of order.

Still have not received confirmation whether this impacts appearance only or functionality, as well. More logs sent to support in hopes of an answer.

FormerMember

Have you heard anything yet?

justin.gray

Unfortunately, no. Support requested additional log files, which I provided on 06/12. No response since then. My request has been open for 2 months now...

typhoon87

You may want to reach out to your account rep and have them poke support/development, I have had luck in the past doing this to get stuck cases moving again.

justin.gray

HTH