Upgraded to Version 12.7.4 and now all service request types are out of order. I manage 2 environments, this occurred in both environments after the upgrade. Has anyone else experienced this and how can i resolve it?
Yep - I've noticed this we need to report this to Solarwinds... It's a bug they've introduced...
I've reported this to SW...
@acurrent@percyplant thanks for bringing this to our attention. We will add it to our work plans.
Implementing a sort on these fields (a long list of the fields names being another) is a logical thing to do that seemingly all other software packages do.
We have HotFix 2 now but this was not covered within that, fingers crossed for WHD12.7.5 because when you have hundreds of Request Types this is a real pain!
Amazing.
At my company we've actually noticed that this Request Type sortation problem exists within advanced searches and report filters. We ended up installing the 3 hotfixes that were available to us, this morning, and it didn't solve either of our issues. We just submitted a support ticket for SolarWinds to address the problem.
Thanks for updating us Scott. I won't want to upgrade until this is fixed. It would be a nightmare for us. Crazy they introduce this bug and can't resolve in 3 hotfixes. I am starting to fade into the crowd that is inpatient with the lack of any progress on this product.
Yes, a real world pain this one!
Here is the information which we were given in response to our support ticket:
The Advancement team indicated that it is a bug that is currently being investigated. Please rollback to 12.7.3
Directions to roll back to version 12.7.3:
Personal note: This information was given to us by a SolarWinds tech but use at your own risk!
1. Stop WHD2. Take a backup of:- Database- <WebHelpDesk>\conf
NOTE: Place these backups OUTSIDE of the default location. The default location is deleted when the application is uninstalled. We didn't think to do this and we lost our backup!
3. Connect to the database and run the following queriesdelete from DATABASE_INFOwhere version = ’12.7.4’;
delete from DATABASE_VERSIONwhere version = ’12.7.4’;
4. Uninstall WHD5. Install WHD 12.7.36. Connect to to database7. Replace the following files from the backup taken above<WebHelpDesk>\conf\whd.conf<WebHelpDesk>\conf\keystore.jks (or whichever file has the certificate keypair)
8. Restart WHD (Be sure to right click and run as Admin)
Thanks Scott! I opened a support ticket on this as well, they told me this bug should be resolved in 12.7.5 or 12.8 but no ETA
Solarwinds employees are not allowed to provide ETAs as it might have legal implications.
I can confirm however that this bug was already fixed and is part of our upcoming version (12.7.5) that will be available in the near future.
Best Regards,
Amir Banet
Part of the the ITSM Product management team
Hi @amirb
Thanks for the update, this is stopping a few customers from upgrading to WHD12.7.4 now as it affects all Techs and is a big headache for them.
Does anyone know if this was fixed in the latest 12.7.5 download (.102 from May)?
This is better but not fully resolved as it orders all Child Request Types so is still hard to read.
Thank you.
We still have this issue too on 12.7.5.102, I really dont want to tinker with the database so hoping for a fix soon as HF1 doesnt address this...
I believe this is fixed in 12.7.6 which just came out
documentation.solarwinds.com/.../whd_12-7-6_release_notes.htm
