michellem812 ✭✭✭

Thank you! I just upvoted!

Ok, I think I had to just create a new ticket for testing after I changed utf8mb4_unicode_ci (I just kept using the same ticket from last week). I created a new ticket that required approval and it processed through email system successfully even with an emoji in the email. 

utf8mb4_unicode_ci fixed the errors in the log about the emoji's in the note, but still can't approve a ticket via email with an emoji in the email. I turned on trace debug and see that it's reading the email and appears to handle the ticket.content fine but fails with this line: [MailTicketDaemonExecutor-thread-1] WARN…

I will see if this works. This is a snip of the error listed in the logs when trying to approve a ticket that has an emoji in the response. It is related to SQL and column 'EXPLANATION' so maybe I only have to touch that one table, where ever that is. 2023-04-27 14:57:23.367 [MailTicketDaemonExecutor-thread-1] ERROR…

I'll need to schedule downtime to change the database to utf8mb4 to test that. Emojis do work fine with our notes that come in from clients via email, it is only the Approval emails with emojis that fail though.

We are using an external MySQL with utf8_general_ci collation, and utf8 character set.

Just FYI - 12.7.12 now allows emojis to come through in the mote. However, emojis still break the Approval email process.

In the C:\Program Files\WebHelpDesk\bin\webapps\helpdesk\WEB-INF\lib folder, in whd-core.jar, I edited the existing bb_config.xml that was right at the root of whd-core.jar. I commented out the sections that related to YouTube and Vimeo so that the players didn't load for those video URL's then I saved the updated…

12.7.12 does indeed fix the issue with YouTube video previews being broken. And to fix the issue so that YouTube and Vimeo URL's appear as text instead of thumbnail previews, I was able to edit the bb_config.xml file within the whd-core.jar file and commented out the sections where it converted YouTube and Vimeo links to…

12.7.12 upgrade worked tonight once I re-entered all the correct information to the remote mysql db, by retyping the data already in the .whd.properties file (and typing the password), it reconnected this time. Thanks for the reminder to re-enter the password/auth info for AD connections and OAuth secret. Thanks!

Thank you for your post - I just tried to upgrade from 12.7.10 to 12.7.12 tonight and had problems with my Mysql database. I'm used to it just 'finding' the database after an upgrade (if I've copied the mysql connector jar file in the correct place), but no luck with my upgrade tonight. My server is running on a VM so a…

Oh yes, definitely!!

Great! I will install that in my first maintenance window. I'll be happy to easily right-click on the video to grab the URL again, although it would be great to be able to again somehow (like use bbcode) to prevent the video from showing in thumbnail view and just show the URL text.

Ok - but if you're at build .67 then you're not on the HotFix 1 I don't think since HF1 is .172. You may want to open a support ticket with SW to help you get the workaround applied.

I'm not sure but you may need to install HF 1 and then apply the workaround. I'm on 12.7.10 - Build #12.7.10.172 (HF1) and did the workaround and wrapping is fixed. Make sure you restart the services completely too after the workaround.

Are you on 12.7.10 or 12.7.11? I haven't upgraded to 12.7.11 although the release notes say that they fixed the word wrap issue in 12.7.11 so you wouldn't need the workaround.

For the word wrap issue, there is a workaround listed in the thread above that fixed that issue for us. For the YouTube videos no longer showing properly, I'm still waiting on a response from my ticket I entered a couple months ago.

No, unfortunately the last support note say that it is difficult to fix "due to hardening of the product's security posture". That was on 11/25.22.

That worked, thank you!!!

Thanks for checking. I still have an open support ticket with Solarwinds support on this too.

SolarWinds identified this as a bug in 12.7.10: In relation to the word wrap issue reported, our development group has investigated your issue and have identified a bug in our product. We have added this bug to our list of known defects and will prioritize it for future release according to its severity and scope of impact…

It sounds like you have the same issue then. In your ticket view, if you edit the column set and choose "Display Full Text in Request and Notes", then you would have a similar view to me, and see the wordwrap issue without having to hover.

Yes, they started a ticket with me but so far no answers. Am I the only one seeing this issue? I'm running it on a Windows server, and this was an upgrade, not a new install, so I don't know if leftover files from previous versions are causing this or not.

That did not work, so I uploaded diagnostic files to Solarwinds support and I'm waiting for more assistance.

Thank you - yes, that's the bb_code.xml I'm referencing, but in 12.7.10 the bb_code.xml files were removed completely from the whd-web.jar file that was in that version upgrade. So I will try to add them back manually to that whd-web.jar file and see if that fixes it or not.

I do have a backup of the previous whd-web.jar file from 12.7.8, which has the Resources folder with 4 bb_config....xml files (bb_config.xml, bb_config_email.xml, bb_config_fo.xml, bb_config_text.xml). I may try later tonight shutting down WHD and import those 4 files into the current 12.7.10 whd-web.jar file and restart…

This word wrap issue is happening on all ticket Tech Notes, even the ones we are just typing normally (not pasting from elsewhere). Since this was an upgrade from 12.7.8, I suspect something related to bb_code.xml, but I can't find that in the whd-web.jar file anymore like I used to.

See below. I think this used to be something you could adjust in the bb_code.xml under the whd-web.jar file, but I can't find bb_code.xml within whd-web.jar anymore, so I don't know if it's deprecated. We also have problems with YouTube videos not showing correctly now, although I'd rather just have the URL appear and not…

I think that the client emails in 12.3 can be formatted the way you want, since that is essentially what we have done. In Setup/Email/Templates/Open Ticket Greeting, we made the Template field (the top of the email) this: <first_name>, thanks for using the help desk. You can check the status of your ticket (<ticket_id>) at…

We added a 'Tech Project' request type that clients can't see, but as techs we can create tickets using it. It might not be as ideal as you want, but it allows us to report on them separately from regular client tickets.