pabely ✭✭✭✭✭

I confirm that is what I found, thanks

Are you meaning the SQL within the following upgrade statements? CREATE TABLE OUT_OF_OFFICE_HISTORY INSERT INTO EMAIL_TEMPLATE

The default display of Tickets will depend on the setting for "Include in My/Group Tickets Filter" within each Status Type. As you normally would not want to see all Closed, Cancelled, Approval Rejected/Completed Tickets, as search would be the best way to get a full list.

Cool, looks good.

FYI - This is what one of our customers DBA's did. ALTER DATABASE whd CHARACTER SET = utf8mb4 COLLATE = utf8mb4_unicode_ci; ALTER TABLE whd.job_ticket CONVERT TO CHARACTER SET utf8mb4 COLLATE utf8mb4_unicode_ci; ALTER TABLE whd.job_ticket CHANGE QUESTION_TEXT QUESTION_TEXT text CHARACTER SET utf8mb4 COLLATE…

Wow, that is usually the most problematic being on a 2 byte character set. We advise to convert columns to utf8mb4 (which is a 4 byte character set) where foreign characters or emojis might be present. 

Thanks for the additional info - just for clarity what database type and collation are you using with your Web Help Desk?

These notes are still good for the WHD12.7..xx release.

Hi @michellam812, Thanks, I do know where the whd-core.jar lives, it was within that .jar folder structure I was querying which you have answered. Thanks

Are all AV software set to exclude the WHD Program folder?

What database type are you using?

So you had to do the 'old' workaround by editing the bb_config.xml which you had to do years ago ;-) Where within the whd-core.jar did you place this appended bb_config.xml ?

Are you running as Local Admin Windows account of the Server?

Hi James, Do you have an example string I can test? I assume you mean text on Ticket Notes here?

Obviously crucial if so, do you have a case open for that point already? I am going to spin up a MS-SQL test anyhow to try and reproduce.

This is interesting as the Release Notes only highlight this when using "external" PostgreSQL Database types If this applies to any external database types then this will be MS-SQL & MySQL as well. Will be interested what feedback you get as we have only tested against a test internal PostgreSQL system so far.

Remember if your Support expires, there will be penalties to come back on support and will have to backdate support anyhow so might cost more in long-run. Something to consider.

Tidy Dashboards again :-)

If you bought perpetual licenses then it will carry on fully functional but prevent you from doing upgrades.

Got to be better than..

I note that this looks fixed now, see an example from my WHD12.7.12 (which was released today) test system.

As new Tickets are linked to a specific Request Type within Setup > E-Mail > Incoming Mail Accounts, why not setup a specific new E-Mail Template for the "Open Ticket Greeting" Request Type used by the Incoming Mail account only?

I agree with your findings, this looks like a Feature Request

It is by design, annoying isn't it! Especially if the Tech leaves as well. Use Action Rule to Force re-assignment engine to assign to someone else.

Has this Feature worked before, ie in a previous release version? Are you missing notifications when being the assigned Technician of that Ticket (have you reviewed your Notification settings in your own Technician setup record)? Does the issue occur for other Technicans?

I think the API should be tied to a TECH account for auditing purposes, we have used a specific Tech license for this and the username is "API" so yes consumes one of your licenses.

You can only control the response for anything within the Client setup record via "Block WHD E-Mail to Client".

Could be for any number of reasons, one to take up with Support.

Installation Manual says it is supported on the following versions of Red Hat: Red Hat Enterprise Linux (RHEL) RHEL 6.5 (64-bit) RHEL 7.0 (64-bit) RHEL 8.6 (64-bit) I don't know if the 8.6 is significant but Red Hat site shows 8.5 with End of Life 31 May 2022.

Thanks for confirming