Clicking the Asset or Client Info Tab Exits the Ticket

We have reported an issue to Support (Ticket #01383466) who is having a devil of a time trying to reproduce the issue. This issue cropped up several versions ago and hasn't gone away. At least two of our users consistently experience the issue. Myself it happens to only periodically.

Web Help Desk will immediately exit the ticket screen, when you click anywhere on the Asset Info or Client Info tabs. When it happens, the user has to try several tries before the Client Info or Asset Info tabs will load on a given ticket.

For some it happens rather consistently which gets really annoying. For myself, it seems to happen most at the beginning of my day but then once the Asset Info or Client Info tab successfully loads, I won't have the issue again for the rest of the day. We all use the latest version of Google Chrome with restricted plug-ins.

Does anyone else have this type of problem or any users whom might be able to say "Hey yes...we have that problem too!". I think if this were the case, my ticket might get a lot more attention. We were able to capture the issue with logs ON...but that doesn't seem to be helping support identify or reproduce the issue.

Let me know what other information I can provide...or ideas you have. Clearing the browser cache does nothing...the issue persists.

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pabely

I don't believe I have seen such behavior before. Just for reference, do you restart WHD using the batch files, they are better in clearing out work files.

As you say the majority of the time only two users see this issue, have you run the performance scripts as detailed here - I'm thinking item 3.

support.solarwinds.com/.../Performance-Tuning-in-Web-Help-Desk-to-fix-slow-performance

percyplant

Hi,

can you confirm that you/they only have 1 tab/browser window logged into the WHD. You can't view an asset page and ticket page at the same time. This can break the session information if you have two tabs/browsers using the same login. Also ensure that if you have a browser AD blocker that you excluded your WHD URL/Domain.

What version of the WHD are you running? There was a bug in an earlier version of the WHD which affects viewing assets when you search via a client, then click on Assigned assets. It might be related too.

jhoag_gcsd

Thanks for the reply! I believe we DO restart Web Help Desk with the scripts...but since I'm not allowed to administer the server I can't say for sure, so I've put that question out to our Web Help Desk server admin.

I've asked the admin to perform the steps in the article you referenced (item #3) and I'll report back:

Locate and delete "ghost" sessions
Lower the number of allowed dashboard widgets per tech
Delete all messages across all techs
Check for and clear any tickets that are "looping"

jhoag_gcsd

Thanks for the response!

They are using only 1 Web Help Desk tab within the same browser...it's a great question however. Something Support didn't think to ask or confirm.

We do not have AD blockers at the browser level, but we are behind a web filtering product called "LightSpeed" which wouldn't necessarily be involved or contributing to the problem as we access the site locally...this is also something else to check into however also not mentioned as something to check by support.

Here's our technical rundown:

WHD Version:
12.7.12 - Build #12.7.12.651

Server OS:
Windows Server 2019 Standard 64-bit version 1809 (Build 17763.2565)

Database Version
SQL Server 2016 version 13.0.5103.6 (LOCAL to WHD Server)

123kateb

This came today from a supervisor of our Help Desk. "Just an fyi i am still having issues with whd kicking me out of tickets when i click on things and having to go back in several times before it lets me do something. I have been using edge and chrome and it does it in both even after you did the reboot last time" We are currently at 12.7.11.1182

pabely

You are without HotFix 1 then, you might want to apply, not saying it will resolve but worth doing.

jhoag_gcsd

AWESOME! I knew someone else out there had to be having the issue. I will report this to support so that they might be able to have a look at your ticket and do some comparisons between our system and yours.

123kateb

support case #01427569 is ours

jhoag_gcsd

I hope they're asking you to create a log and send it to them. I did so, along with a video and was told that the video didn't show exactly where the user clicked (not entirely sure this matters) and that the log I created wasn't with the correct setting...so be extra diligent when you create your log.

Also they told me your ticket said that what the Help Desk Manager was reporting is different...meaning what he reported is that it logs him out of Web Help Desk altogether. I don't think that's what is happening based on your description, so make sure it's clear in your ticket what exactly is happening.

Support tends to jump to some really wild conclusions and I find myself having to REALLY describe in detail (and provide screen shots and video) of what's happening.

Can you tell me what ZOOM percentage the Help Desk Manager uses when he's working with tickets? We tend to use 120% because the font in Web Help Desk can be too small for older eyes.

Also curious what type of ticket it seems to be happening on? All tickets, some? Just those with approvals?