jolech — THWACK

Comments

One is the next gen interface and one is the legacy. see the release notes for the next gen one as it currently does not support saml logins.

in 2 different installer versions??? Comment by jolech January 31
We did not have an "Client Admin" role setup as we have always relied on "Tickets > Request Types" to specify what clients were able to view and the "Locations & Rooms > Client Admin" permissions. After setting up the client admin role I was able to download the attachment via email link. We've never had this setup in the…

in WHD 12.7.8 email attachment links not working for Client Admin Comment by jolech April 2022
We are using ldap / AD to sync our client/client admin accounts. Tech accounts are not synced and are using built in.

in WHD 12.7.8 email attachment links not working for Client Admin Comment by jolech April 2022
No the client admins do not have tech account and are not linked. I also verified there are no duplicate clients.

in WHD 12.7.8 email attachment links not working for Client Admin Comment by jolech April 2022
There is no issue when they are logged into WHD and using the UI to download attachments, it is when they click on a link from an email notification.

in WHD 12.7.8 email attachment links not working for Client Admin Comment by jolech April 2022
Verified that it is not browser specific (happens in firefox and edge), URL from the email is similar to the following: support.ourdomain.com:8443/.../download

in WHD 12.7.8 email attachment links not working for Client Admin Comment by jolech April 2022
I do not believe it is, but i will retest to verify. Thank you for all the good comments and suggestions!

in WHD 12.7.8 email attachment links not working for Client Admin Comment by jolech April 2022
You are correct on the submitter part, the ticket was created by another individual and the client admin is set to their respective location. As for the key symbol, the permissions reflect the same as the "Default Client Admin Permissions"

in WHD 12.7.8 email attachment links not working for Client Admin Comment by jolech April 2022
Yes we are.

in WHD 12.7.8 email attachment links not working for Client Admin Comment by jolech April 2022
Yes, we are currently on 12.7.8 - Build #12.7.8.8471-HF2

in WHD 12.7.8 email attachment links not working for Client Admin Comment by jolech April 2022
One additional note that on the upgrade we had to also implement the following for CC/BCC emails to work: thwack.solarwinds.com/.../cc-bcc-other-techs-in-12-7-x

in WHD 12.7.8 email attachment links not working for Client Admin Comment by jolech April 2022