123kateb · IT

@"percyplant" Is this a mandatory upgrade that has to be done by early March for WHD users?

Will the fix be a patch?

"Be sure to review the Release Notes where bug fixes are documented within the Fixed Issues section." Trying to figure out what that statement means? Do they intend to fix on the fly? This is not so much a bug as a regression that needs to be repaired, and the distribution release changed to 12.6.1. Thoughts?

Just received word on this, for what it is worth: "I just checked on the release notes of the service release of Web Help Desk 12.5.2 to be release on November 14 ant it includes the fix to Auto close for tickets failing when linked to a survey. Let us just wait for the release and install the update on your server."…

And will the release notes be amended to reflect additional steps required to upgrade? Seems like they should be fixing the code, instead of developing a workaround, right?

Is there a thread going for people who want to upgrade to the latest version? We are currently comfortable on 12.5.2 - Build #12.5.2.84 but since it is summer and upgrade season, we are revisiting all the steps to upgrade helpdesk. Suggestions or comments are welcome, or should this be a new thread?

Created a ticket also, 00192403, a noncommital response? "I do not have information yet if a fix is being made by our Dev Team so we cannot provide an ETA, if there is any at all."

We had to run a Solarwinds provided update string directly to our db in order to upgrade to 12.5.1. I would think that this issue could be fixed with a direct db update as well, instead of waiting on a patch? milan.hulik​ , do you have any more information? robhealea​ reported this on August 4th?

Thank you - am asking them to try IIS reset - we did check cache yesterday- they are indicating that from ticket open to ticket update/save is usually only a minute or two, so the cache didn't appear to be the issue. 

Thank you, sounds like a good plan.

So far we are experiencing that if tickets are bulk closed, no survey ever gets generated. What we're trying to test is if a ticket hits the resolved status, ever, then is closed either manually or by bulk, does it generate a survey?

go ahead and vote on it !

The KB mentions as part of their steps: Change the file name from: whd-persistence.jar to whd-persistence.zip Note: You can also use 7-Zip for extraction. Unzip the JAR/ZIP file (from step 4) Locate upgrade-mysql-12.0.sql and open in an editor. Locate: UPDATE client SET email = NULL WHERE email LIKE '%<%>%'; UPDATE client…

I, too, followed up yesterday and asked them to answer your questions for the rest of us. I also asked if the customer provided fix went through QA at SolarWinds? Seems odd that they would take this course. Here was what they had put in the case: ----------------------------------------------- As stated from my previous…

Should everyone with MySQL db's open a case or are you getting traction with SW? fluffy midnight​ milan.hulik​ @newprojectmanagerforWHD

Hi there - any comments back from SolarWinds, we are most interested in whether they are fixing this soon? Thank you!

Thank you, milan.hulik​, were you aware of this change? Is this a programming issue or part of the project plan?

Rebooting the server that connects to the db solved the issue. Thanks for your tip!

fluffy midnight​ Here is the email I received: Tech 1 just showed me a problem in WHD. He has a ticket, 232289, that has a status of Re-Opened. He cannot search WHD and find it, by searching for his name and Re-Opened status. Tech 2 also has a ticket, 230783, with a status of Re-Opened, but when we search WHD for any…

did this get fixed?

Is this different from the last upgrade you did to WHD - is this new to 12.6 upgrade with mysql? We are preparing to do this same upgrade, from 12.5.2, .and haven't ever had this case sensitive issue along the way.

Yes it has been awhile since the upgrade. I am going to try to reboot the server in the cluster connected to the db and see if that will restart the process. Do you by chance know the process name?

Were you ever able to get this resolved? We are seeing something similar and can't get past it?

The hotfix install instructions seem very prone to error. Can this be scripted SW, or included in a major release distribution instead?

OK - ran it again with TECH capitalized and no more issues. (returned almost 100 techs) But one more question - is this hot fix mandatory or optional? If / when the LDAP server goes down, we'll fix that then!

Yes we do have an LDAP sync scheduled to run daily. It is more likely that a tech somehow did this, since the client is active and should not have been inactive. Thanks for the reply.

Back to this issue - we are finding that bulk action ticket closures are not sending out surveys - have you experienced this?

Curious what the issue ended up being for you?

Do you have an ldap sync going on - where you are syncing those fields, check that configuration as it may be your issue?

is the only error they get - and they are saying its only from WHD that they get this error. They are testing on different workstations today to see if that makes a difference.