pabely ✭✭✭✭✭

Likely a known issue, log with the Support

Hi @"Peter_2022" I have reproduced on my test system, well worth logging with support. I was testing using WHD12.7.12+HF1 with a PostgreSQL Database so it does not look like any upgrade will help here.

I'm with you on this one, why bother to have a search by specific Model, might was well just leave everything blank! I agree, this cannot be by design and must be a Bug.

I agree, I think they were trying to plug the fact you could forward the E-Mail to a third party and make the survey but it has destroyed this functionality.

Thanks for this information, I will try similar but one last question, what Ticket Custom field type are these "Document #" and "Department Identifier" text?

I think that was a known issue with the increased security added in some mid 12.7.x releases, what release are you running?

Does the Saved Query work Ok form Advanced Ticket search?

You certificate might need putting in cacerts file in ..\WebHelpDesk\bin\jre\lib\security as well, like we used to have to do when wanted secure connections to On-Premise MS Exchange Servers

Sorry, incorrect forum. 

How are you submitting your Ticket, via E-mail, Client Interface, Tech Interface, API ? I do not understand what Salesforce Admin certification has to do with Web Help Desk, they are totally different solutions.

NO you should not be using shared mailboxes because you have to do an authorization which will require the credentials of the actual mailbox which shared one does not have. 

Exchangelabs.com are you using some sort of MS next gen SMTP testing facility? The error comes from SMTP - WHD is only reporting what has been passed to it. If you are using an older version of WHD it may not be using TLS1.2 as MS now demands.

Agreed, not satisfactory especially if the have automated systems which generate E-Mail to WHD with such characters and now broken,

I had two separate support cases on this (LDAP Sync password & Asset Discovery) and nothing has been updated in any notes - yet

When you went from 12.7.3 to 12.7.11 did you go via 12.7.5 to change the PostgreSQL login credentials as per https://documentation.solarwinds.com/en/success_center/whd/content/release_notes/whd_12-7-5_release_notes.htm then 12.7.7 before reaching 12.7.11 as per Upgrade Guide?

Ok, tested again and still work fine for me, get notification message at top of Ticket and Ticket History looks good and confirm the E-Mail did arrive with the newly Assigned Tech.

Hi @"zaharan", Just to confirm, you are expected an E-Mail to go both to the original assigned Tech and the newly Assigned Tech or just the newly assigned Tech?

Know issue, try the following: Login to WHD> Setup> General> License> please deselect license for all Techs (leave admin), then hit Save. Once saved, reselect all Techs, then hit Save. Go back to Tech> Out of Office, and you should now find all Active techs.

What has this to do with WHD, just looks like spam to get you to buy 3rd party MS keys? 

A reported issue with the HotFix - After being applied, active techs became inactive in DB (showing Null on DB), the reason why it was not showing on Out of Office Tech. - may be relevant here so try a workaround for this: Login to WHD> Setup> General> License> please deselect license for all Techs (leave admin), then hit…

Just tested on 12.7.12+HF1 and works fine, shows on the Ticket update banner, the Ticket History and looked at the Outgoing Mail History which shows the Mail going via SMTP.

Are you saying the Ticket History Audit does not show an entry with an envelope symbol? The obvious with the relevant Technician flags have been Ticked?

I agree with this, at the one time we tried this we had to create a brand new Mail account, it refused to accept the old Google Mail account which had been in use previously.

Then you will need to use an Application Password which Google Mail generates for you as your password.

If you are using SSL then the Port should be 587.

The Internal IP address of the WHD Server should be forwarded to a fixed external address which you have purchased. How to do this will depend on the Server environment you are using. ie Windows DNS CNAME or Linux DHCP. Anything external to your firewall should use a secure Port over HTTPS rather than HTTP, most will use…

Not sure you can upgrade a Free Edition - more likely need to install on a fresh machine then restore the database but the upgrade scripts might not work - there have been some schema changes.

No you cannot, usually people will want to see the confirmation message which is shown at the top of the Ticket that the update has been saved or saved and E-mails sent/scheduled.

That is for SWSD, the question was about WHD. The WHS API document can be found here Web Help Desk API Guide

Depend on what you have setup within the Advanced section of the LDAP setup - Bulk Sync enabled, Sync with existing clients only, when LDAP Records are removed etc.