typhoon87

I upgraded one of our 2 instances to the V12 RC 1. This instance is not end user facing yet so its hard to say. They did change the main navigation icons, they upgraded the version of Java from 1.6 U12 to 1.6 U26 not sure if that will help with preformace/stabilty at all. There are no major features that the users…

I had one tech who actually wanted to use this so I had him upgrade the application today. However he is unable to connect. When he enters the sever information and name/password a prompt to accept our comodo cert shows, you click yes then it fails to add the account. Any ideas?

I agree on the reservable assets issue. I actually brought up the fact that when a reservation is made you can not have it email techs or create a ticket on a customer usability study I did with Solarwinds last year. Also still waiting on Approvals from the tech side of the interface.

You most likely have some type of mail rule in that mailbox. Log in to the mailbox via OWA administrivly and make sure.

I think they want to see the note but just hide the tech name. I do not believe you can do that. Also if the user clicks the ticket it shows the tech name so also defeats the purpose.

This is correct for a long time it was free if you only had 1 tech, a license was required for additional techs. Also in free mode a few modules would stop working after 30 days , I think that included the Assets tab would disable. Not sure if this is still a current licensing option.

I have seen this before but only twice ever. It sent out about 100 messages but they were from all different tickets almost like a thread or service that manages email was hung but the UI was fine.

This is not currently supported. There are a few similar features requests already may want to search to see which might work for what you want. Web Help Desk Feature Requests

Is your JVM running out of memory? This was a bigger issue like pre 12.1 but can still happen if you are using the default memory sizes. When its starts running low on memory pool lots of weird things start to happen.

I got the same yesterday. I was working with a support engineer on 2 different issues both confirmed bugs in 12.7 and they said they are finally pulling the download, recommending 12.6 and hope to have a newer build soon. We have been customers since before SW bought the product and I have never seen them botch a release…

I heard back from my ticket they were able to repro not seeing attachments when added from tech notes but you can see them if you add it to the body/detail section of the ticket. Seems to indeed be a bug. Waiting more info on a fix.

So I did a remote session with support today about the client attachments not showing. What we found on my test server and the techs environment is if you add a note to the body of the ticket AKA the tech side "details" section the attachment shows fine in the client side of the UI, if you add an attachment to a note it…

When you try to save do you see a blank error box in the upper right corner of the screen, with no text and a red line that counts down?

comtcjm Do you already have a ticket open for not seeing attachments from the client side? I just finally tested this and am seeing or rather not seeing the same thing.

Not seeing this issue.

I believe the keystore change is related to the java change, on my test system I reimported the cert and it went away. I sometimes see that spinning circle but it only lasts a second or two then the data appears. I have not seen it hang with no data.

I am testing the new build now. Dept list getting cut off on profile tab is fixed, drop down box is now wider than the longest name. History and Profile tab rendering larger than they should is NOT resolved and this is a blocking issue. If you have the history tab set as the default tab you cant get off of it. Not sure if…

Is this supposed to be the final build or another RC? Seems to be build 12.7.0.407

We wanted to test things using our internal DB instead of trying to recreate a bunch of custom action rules and approver groups. Also if you are trying to set up a new Asset Discovery connection to ensure that your field mappings are all correct you need it to be local. Its in a VM that I can snapshot back if I break…

You can login as the user that sent the ticket and cancel it, or you would need to get access to a user account that is in the approval process and deny the request.

Is anyone using the new version here with SAML 2 for login? I am trying to test this with a department IPAD and get a username/password incorrect. Tried using Username and email in the username field.

Have you opened support tickets for this. Posting on thwack forum only has a 50/50 shot of someone seeing it from SW. Opening a ticket with them is probably a better idea.

Just a note because these are not officially supported CSS changes there is a high probability that if you upgrade to a newer version these changes will get overwritten. Some users have done the same thing with all the button icons and see them get reset on major version upgrades eg 12.2 to 12.3

This is now listed as a known issue in the 12.7.1 GA build release notes that just came out. States no known fox or workaround at this time.

Very likely this. There are a lot of areas including buildings/room numbers, request types that don't show up for users until you log off/on. I think it has something to do with Java caching been an ongoing issue for years.

This is not only one browser while it does not happen often I have seen it. I am currently running IE 10 most of the time.

What is being changed for this as an "issue". I understood this to be a by design so that multiple techs do not modify the same ticket at the same time.

Please open additional tickets on this maybe they can add weight to get it fixed.

I have actually been looking to do this as well. If all steps are approved set a specific status automatically. Is anyone more familiar with how tasks work?

Is the asset tag field set up to be viewable by clients?