pabely ✭✭✭✭✭

Your only option is to move to Modern Auth OAUTH2 as MS have advised this will be stopped over 3 ago now.

2FA would not have much relevance for a service account, teat it like a SMTP which a printer or switch might use.

MS have not changed anything with Outbound SMTP, only Inbound IMAP or POP3, they do support OAUTH now but are not forcing it yet. Perhaps you used to use Anonymous, Simple should work as before.

Do you use Office365 as your mail provider, MS have stopped IMAP Basic Authentication see Basic Authentication Deprecation in Exchange Online – September 2022 Update Your Office365 Admins should be aware. You will need to move to using OAUTH which on the modern release of Web Help Desk support. I see your support has…

You should note in addition that WHD does not officially support Microsoft SQL2019 yet on release 12.7.9, fingers crossed for the next 12.7.10 release.

Sounds more like reported fixed issue in release 12.7.9 Web Help Desk 12.7.9 Release Notes "00817264 - The application no longer creates duplicate tickets."

Do let me know if this resolves this question.

Hi Peter, Could be one of many reasons and a review of the log files is a good starting point. Get your users to note down when this occurs so you can check against particular parts of the log files. This would be one to log with SW Support but I'm sure their first recommendation would be to upgrade anyhow so this should…

Hi Peter, Can you check whether you have any Techs with usernames which are the same as their linked Client record usernames? Since release 12.5.2 they should be different as all login validation should go via the Client record only. This from the 12.5.2 Release Notes Before you install this upgrade, ensure that all techs…

This looks like something being done in Outlook not WHD so is not relevant to the question.

Yes sounds like the way to go, set the system into Debug Log mode. Repeat the test and supply resulting log files to them for review.

Check in Setup > E-Mail > Inbound Mail Accounts > {E-Mail Account} Does this show as green? Also look at the E-Mail History Tab to see if the system is rejecting all Inbound Mail and reason why.

In my experience it is a little hit & miss, never really found out why this sometimes occurs. You could disable the Outbound Mail if you are worried about this during the upgrade process.

Update Soft Delete flag on DB so they are visible again then correct secure delete Tickets as normal through UI.

This is misleading from manual, you do not have to use localhost, a DNS name will work.

Secure Delete of Tickets is the only official way of doing this which will remove associated attachments from Tickets & Notes

Do a SQL query in the JOB_TICKET table and look for ones which have a "1" in the DELETED column

SW will not publish any help on this as both database types are considered external database types. You should contract an experienced DBA to help.

Great, make sure you have a snapshot as each upgrade, in case difficulties arise.

Hi @"ncarvalheiro", Tech Admins can access the original E-Mail via the envelope symbol within the Ticket History. Regards

Likely to be the Techs membership of a Location Group or Department Group as visibility might be affected by this. 

Check Setup > Tickets > Options > General Options > Attachments Enabled

Hi @trsands, Not possible to stop Admins having access, we have achieved this in the past having a separate WHD instance with a different set of Admins involved ie HR dept. 

Good to know!

HI All, Try applying 12.7.9 HotFix 1 to see if this helps

See DM

Here are some useful links about the upgrade process at the stage when you move from a PostgreSQL 9 database type to a PostgreSQL 13 type How to Install Web Help Desk version 12.7.7 in Windows Server using PostgreSQL as the Database Error migrating to PostgreSQL 13 after upgrade to WHD 12.7.7 Read all upgrade Guides and…

I think you need to read the Upgrade Guide Determine the upgrade path to the latest WHD version If you use the PostgreSQL Database type there are many pitfalls to be aware of.

I helped a customer implement this yesterday OK, they are using 12.7.8 + HF2. We made the existing Inbound connector inactive and changed the mail account name and default Request Type to free up these links. They then created a new Inbound Connector using O365 OAUTH with the required details, Authorized as that account…

Ha ha, assuming you are not asking this because you are seeing a error message. You can setup Web Help Desk on multiple servers, one might be running one which is known as Foreground Mode and another Background mode. Basically one services Web pages (login requests) and the other business logic and interaction with the…