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FAQs and Surveys

When a client clicks on the FAQ link within a note in a ticket nothing happens. This also happens when they click the link within the email response they get after a new note has been saved. Surveys are doing the same thing. When I try to test it on my computer it works fine...opens up a new window with the correct webpage. Now if I try and do it on my iPhone it doesn't work. Says can not contact server. Is this a computer issue or some setting within WHD? I am thinking computer but want to run it by here and see if anyone has any insight.

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Accepted answers

clearcircuit

john.house‌

Please use this script to update the HOST_PORT from your WHD database:

UPDATE PREFERENCE SET HOST_PORT=80;

In addition, also make sure that the Server DNS Name is properly configured in the following location:

Setup > General > Options > Server DNS Name

Hope this helps.

All comments

john.house

More to the story...It appears that the URL for the FAQ is using the server name plus port. How do you change that? If I replace that with the correct starting URL the link works fine. Below are the two links:

http://CHCAHelpDesk:8081/helpdesk/WebObjects/Helpdesk.woa/wa/FaqActions/view?faqId=6

Web Help Desk

it27

If you started out using 8081 as your port and you changed to 80 or 443, I think there's a SQL script you can get from support to update your database entries.

john.house

Yes that would be the case I assume.

clearcircuit

john.house‌

Please use this script to update the HOST_PORT from your WHD database:

UPDATE PREFERENCE SET HOST_PORT=80;

In addition, also make sure that the Server DNS Name is properly configured in the following location:

Setup > General > Options > Server DNS Name

Hope this helps.

john.house

Thank you all for the help. I was able to run the scrip and update the host_port to 80 which fixed my issue . I have plans to upgrade to 12.3 when time permits but for now everything is working. Thanks again and happy Sysadmin Day