pabely ✭✭✭✭✭

I think was a bug within one of the WHD12.7.x releases where this stopped working, which release version are you running?

It should look like this if WHD is installed in the default location on the C: drive.

So you are wanting the Client to drive the re-assignment of Technicians on the Ticket Request? This is not normal as the Technicians will normally escalate to a higher level within the Tech Group or reassign to a different Tech Group. If you want them to have control then Action Rules are probably the only solution.

This was a problem on the 12.7.8 & 12.7.9 releases but should have been fixed in the 12.7.10 release with the line wrapper.java.additional.19=-Dwhd.12.7.8.not.send.mail.individually=false now being delivered as standard within the configuration file wrapper_template.conf within <webhelpdesk>/bin/warpper/conf folder. Did…

Can't say I have ever noticed but worth logging a new Ticket with support to get better clarification on the latest release of WHD and sharing the answers here.

Not supported, must be a local SQL user.

I am not aware that you can currently prevent this, it would be a case of the Tech appending the Ticket Note Request Description to actually put the YouTube link within a link via the "Link" button.

This from my 12.6.0 test system doing the same

Are you meaning it appears to the Tech like this?

Is the User entering the URL in the Ticket Description via E-Mail or the Client UI and are they supplying a URL Description?

Ok, it is odd as their ITSM solution which is hosted in their Cloud has no issue with this.

Any further feedback from support about this you can share?

Depends on what release of WHD you are using as they have changed this recently.

Great, pleased this is again Ok for you now.

The required line in the config file is included as standard in WHD12.7.10

Interesting, do you mean creating the Private key? Using the Portecle tool it defaults to 2048 bytes? I know you specify the size if you are on Linux and are using keytool.

Restore the original keystore file, if you did not have one before delete and WHD will create an empty default one but should start up again.

Did you get an answer to this when using WHD?

Interesting concept, Either Request Types are linked to Approvals or not. If you want to discuss offline I have sent a friend request.

Thinking about this, you cannot select any of the special Approval Statuses normally through a Ticket update so you should not be able via a bulk Action either. It should be due to the fact that you have selected a Request Type which is linked to an Approval Process that it gets triggered only. Thus I think this was a bug…

Hi Rick, Just tried on my test WHD12.7.10 + Hot Fix 1 system and it appears to be the same. I have not heard of this before, have you contacted support to see if this is by design or bug?

OK, are you actually in the country stated in your username ie late evening now for you?

Yes but not IE, not supported anymore. I don't know how much control you have but you could try changing the registration of the DNS Servername in Setup > General > Option > DNS Servername to the actual IP address of the Server to see if that makes a difference. Would require a restart of WHD Services again.

What browser type are you using? IE, Edge, Chrome, Firefox etc

Did you set this? And restart the Web Help Desk services?

Then perhaps it is the server name it has an issue with. On the Client machine if you bring up the command prompt, can you "ping psbexcvm01" ?

In that setup screen toggle on the Redirect HTTP Requests to HTTPS. Within Setup > General > Options > Force HTTPS = Always

The 8081 Port signifies HTTP Port, do you force HTTPS within Setup > General > Server Options > redirect HTTP Request to HTTPS ? Is the machine psbexcvm01 resolvable from the Client machine ? 

Yes good idea, did you lodge a formal Feature Request?

You can't! Log with support as a Feature Request.