jplurker ✭✭✭

Also, we were having these issues prior to installing HF1. I believe they started after the upgrade to 12.8.5, I had hoped the HF1 would fix it but it did not. I'm not going to hold my breath on this new HF2. 

@"pabely" @"SRayl" We are in the same boat with the OAuth failure every minute until I re-auth. I do have a ticket open with SW support. They have asked for tons of logs multiple times, but have not come back with any reasonable answers yet. I did run the migration tool. We have 2 instances, both of which have the OAuth…

No, that is not the case here. I think it is just a bug with the child ticket being created when it should not be, The parent hasn't even been created due to insufficient information. Then the bug just compounds on itself. For now, we have just put this particular feature implementation on hold as I have 100 other things…

Unfortunatley, I think that is the right answer. I will have to make many many more dedicated rules to each possible permutation of the customer fields and not allow it to cascade. I have been putting it off for a while now as I have may bigger fish to fry. 

I did not get that far. I'll be honest, I saw the "Windows - Not Required" line and must have skimmed right past the migration tool callout. I did end up re-authenticating OAuth and the AD Sync manually. I guess I can still run the migration tool as well but I don't really have any other saved credentials since we use SAML…

I don't know if there is a real way to do it but maybe you can have tickets that are created by email go to a dedicated Request Type that has an action rule to close the ticket immediately with a note asking them to re-create it in the portal with a link to the portal as well. 

Totally forgot you could export them as PDFs as well. That looks a lot nicer but can be harder to search. 

It is worth saying that the notes and history are there but the formatting is really terrible to read, but Im sure it could be easily cleaned up, just depends on how much you want to assist the auditor. :P 

I did it for something internally recently and found that I got what I needed by doing a search with no criteria. Then I held shift while clicking the "select all" square at the top left, then exported them all using the cogwheel button and selecting "Download TSV". It may take a wqhile depending on how many tickets you…

I like this "solution". Thank you for sharing. 

Yeah, we have done something similar and it works but we still have a few techs that a re a bit too stubborn to do anything other than look at their "My Tickets" tab. :D Oh well, hopefully we will see the patch soon. 

I am able to override the Approval as a WHD admin. Then I change the request type to one that does not have an approval process attached, and then change it back to the original request type, triggering it to apply the approval process again. I have not had to change an approver yet so I am not sure if the original…

@"Avadhut.Deshpande" , do you all have any ETA for the new patch? We would all really like to get this resolved. If not a patch, do you have any temporary fixes you have discovered along the way?

Same. Thankfully a relog and cache clear fixed the issue for the tech. 

Had a new issue today where a tech who is only in 1 tech group can see every ticket ever created in the past that wasn't auto assigned to a tech group at the time in his "My Tickets" tab, even tickets with a closed status. ¯\_(ツ)_/¯

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I heard back on my SW ticket today and the timeframe for the next patch doesnt look promising. I was asking for a rough date to determine if we wanted to roll back or not adn was told that while they, understandably, cannot offer a real ETA, it may be weeks to months before we see the patch. Feels like we are stuck between…

Did you do anything to force an update on those ticets after adding teh tech to the group? I ended up makind a bulk ticket update for all of those ticet types and adding a tech not that was not visible to users. Once that pushed to the ~150 tickets we had, techs could see them again. In my case, these were request types…

In my experience, the only ones that have been missing fromt eh tab are ones that are assigned to a tech outside of the normaly assigned Tech Group. For example, a desktop support tech has a ticket assigned to them for a request type ticket that would normally auto-assign to Website Development techs. Since the desktop…

This is the response I recieved this monring. We appreciate the update and feedback. Yes, your case has been added in our tracker for monitoring as well. We have informed our Engineering team about the thwack page. I also linked them this forum post as I wasn't seeing any SW employee posts. I assume thats why we see…

I have an open case for a seperate issue that this issue has been reported on. I do not have a seperate case for this issue in particular. 

It certainly "updated" my SQL database. Thankfully I do have a full DB backup and VM snapshot available if we need it. 

No, they are a completeley different team but will sometimes get handoffs from the "proper" team/tech group. 

I have a ticket from before HF3 for a different issue that was escalated to the "internal team". They were responding at least once a day until they recommended I update to HF3 to fix the bug I was experiencing. HF3 did fix the initial bug but since I reported all the new issues we are seeing, it has been radio silence. I…

Thank you for the reminder. As our team uses both Dameware and SAML logins, I would love to see this feature request get some more love. * SAML 2.0/Dameware Integration Support

Just as a follow up, I think I've narrowed this issue down to tickets assigned to techs where the reqest type was not assigned to a tech group, or the tech that the ticket was assigned to was not in the tech group that normally would work that ticket type (we sometimes assist other departments).

Adding the request types to a tech group did not resolve the issue. I did manually reassign one of my missing tickets to another tech, saved the ticket, then manually reassigned it back to me and now it is showing in my ticket tab. ¯\_(ツ)_/¯

I can make that change and just not have it auto assign, but that said, the missing tickets issue did not exist before HF3.

It looks like it may actually be that it is not showing any request types that do not have a native assigned tech group. EDIT: Nevermind, looks like this was disproved by example in my environment. 

We are not using limited tech groups in my instance.