123kateb · IT

@"rschroeder"Totally agree, HP Hardware and Software Support kept the bar very high. I often compare to them with our daily support tickets. 

Hi there - do we have an ETA for this in WHD: Looking at Parts tab in WHD, do you think we can get the Model drop-down box sorted alphabetically just like the Manufacturer's?

Pretty sure super soakers were invented around the time of the second amendment.

Did they try a different browser?

This happens to us about once a month. Seems like it happens when a remote employee logs in to helpdesk from their phone. But its usually just one user, rarely more than one. We remove the user who is the dupe and good to go for another month or two.

Anything happening with your ticket? Ours has completely stalled in the queue for a week now.

They have the log files and the emails the supervisor sent to me. Let's see what they do with them.

support case #01427569 is ours

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…

version?

This is being requested again - is there a possibility it is available now - not seeing a solution in the software.

Turned out to be the format of our logo. Chose a different logo jpg and back to one page.

I don't see that file at all - or that path - on our system?

We are also having this issue. Waiting on SW Support to send webex request.

Hmm - another tech reporting it today. I've got a ticket open with SW with post upgrade issues - waiting on their call this am.

SolarWinds® Web Help Desk 12.7.10.172 Hotfix 1 is the hotfix we installed. We pulled the jar files out of the hotfix and installed manually. So yes we are on .172

We did install HF1 - our upgrade was Monday of this week. SW was the one to choose which HF we installed. Last night I merely restarted the services after editing the recommended file. This morning went ahead and rebooted just to be sure services restarted completely.

Web Help Desk Version12.7.10 - Build #12.7.10.67

Tried the workaround last evening - not seeing a difference - asking the tech supervisor to test as well.

We just upgraded and techs are reporting same issue.

I did - still trying to get some traction with SW Support. They sent me a KB article on another issue we are having with case sensitivity and it references 12.6 solutions. Not very timely responses either.

What was the solution here? @casaman ? Trying to run an update on a test box.

Does anyone know if this will happen if we go from 12.7.2 to 12.7.9? This could be many hundreds of confusing and unwanted emails. 

Is that on the latest version?

We are about a week out from the upgrade but want to make sure no gotchas. I thought I had read something about gmail issues but can't find it now, so was asking the experts!

Thank you, passed along the information to my colleague.

OK its under setup/E-Mail/Incoming Mail Accounts/ Enable E-Mail Tickets - needs to be configured.

I keep adding notes to our test case. Then I hit send, it gets to the supervisor who is the client in the ticket. He replies to the email - but his reply never posts to the ticket. All of my note that are outbound show up.

So the note that I email from the ticket gets received. It has the ticket numberin the email subject line along with a few other things. He responds to that byreplying to that email - and it never posts in whd as an inbound note.BTW I do have an open ticket with Solarwinds tech support as well about this. Has tobe a…

The ticket number is in the subject. But it doesn't add it as a note to the ticket. What is the exact syntax of the subject line that WHD will pick up and add as a note to the ticket?