Community
Community

Find all you need to begin your THWACK journey, including documentation, missions, blogs, community groups, events, and media.
Command Central

Getting Started
MVP Program

MVP Program
Monthly Mission

THWACKcamp: The Mission
Blogs

Community Announcements

Product Blog
Groups

DevOps Discourse

Data Driven

SolarWinds Academy

See All Groups
Events

SolarWinds User Group

THWACKcamp

Bracket Battle
Media Vault

Movies & Mainframes

TechPod

THWACK Tech Tips

THWACK Livecast

SolarWinds Lab Archive

THWACKcamp Archive

See All Media
Products
Products

Find the best place to learn and ask questions about your SolarWinds products.
Observability

Observability Solutions

SolarWinds Observability

Hybrid Cloud Observability
Network Management

Network Performance Monitoring

NetFlow Traffic Analyzer

Network Configuration Manager

IP Address Manager

User Device Tracker

VoIP & Network Quality Manager

Log Analyzer

Engineer's Toolset

Network Topology Mapper

Kiwi CatTools

Kiwi Syslog Server

ipMonitor
Application Management

AppOptics

Loggly

Papertrail

Pingdom

DevOps
IT Security

Access Rights Manager

Identity Monitor

Security Event Manager

Patch Manager

Serv-U FTP & MFT
IT Service Management

SolarWinds Service Desk

Web Help Desk

DameWare Remote Support

DameWare Remote Everywhere

DameWare Mini Remote Control
System Management

Server & Application Monitor

Virtualization Manager

Storage Resource Monitor

Server Configuration Monitor

SolarWinds Backup

Web Performance Monitor
Database Management

Database Performance Analyzer

SQL Sentry

Database Performance Monitor

Task Factory
Content Exchange
Content Exchange

Find downloadable files and templates other users have built and found useful to share with others.
The Orion Platform

Alerts

Custom HTML

Custom Queries

Modern Dashboards

Reports

Scripts
Server & Application Monitor

API Pollers

Application Monitor Templates
Database Performance Analyzer

Custom Alerts

Custom Metrics

Custom Queries
Server Configuration Monitor

Policies

Profiles
Network Performance Monitor

Device Pollers

Universal Device Pollers
Network Configuration Manager

Config Change Scripts

Device Templates

Firmware Upgrade Templates

Policy Documents
SQL Sentry

Advisory Conditions
Web Help Desk

Style Sheets
Resources

Customer Portal
Create individual user accounts for your team, manage your licenses, download your SolarWinds software, create and track support tickets, and more.

Academy
A one-stop-shop for world-class training for SolarWinds products through on-demand videos, and instructor-led classes. All SolarWinds Academy content is included with every software purchase.

Support
Get help when you need it from a world-class support team, available to assist with technical product issues 24 hours a day, seven days a week, 365 days a year.

Partner Portal
Accelerate SolarWinds Partners’ ability to drive digital and IT transformation for customers with powerful tools, resources, and increased profit potential.
Free Tools & Trials
Store

Web Help Desk (WHD)

Forum Re-opened Status

State Not Answered
Locked Locked
Replies 2 replies
Subscribers 24 subscribers
Views 277 views
Users 0 members are here

Options

Related

This discussion has been locked. The information referenced herein may be inaccurate due to age, software updates, or external references.

You can no longer post new replies to this discussion. If you have a similar question you can start a new discussion in this forum.

Re-opened Status

123kateb over 5 years ago

I can search by ticket numbers and get 2 Re-Opened status tickets.

I can search by Re-Opened but only get 1 ticket.

I can search by ticket number and Re-Opened and get 1 ticket.

I can search by 2nd ticket number and Re-Opened and get 0 tickets.

Looking all over the settings, what could we be missing?

0 fluffy_midnight over 5 years ago

Hi 123kateb,
It is difficult to diagnose the issue without seeing the tickets in question, are the two tickets that you refer to the same between each of these searches or do they display different ones?
The searches that only include one ticket, are they displaying the same ticket or are these different tickets?
What version of Web Help Desk are you running?
-Midnight
Cancel
Vote Up 0 Vote Down

Cancel
0 123kateb over 5 years ago in reply to fluffy_midnight
fluffy midnight
Here is the email I received:
Tech 1 just showed me a problem in WHD. He has a ticket, 232289, that has a status of Re-Opened. He cannot search WHD and find it, by searching for his name and Re-Opened status.
Tech 2 also has a ticket, 230783, with a status of Re-Opened, but when we search WHD for any ticket with that status of Re-Opened, it is the only one that comes up.
The difference I see is that Tech 1's ticket was updated by a client from a Resolved status, which the system automatically changes to Re-Opened and then sends an email to the tech.
Tech 2's ticket was manually changed from a Closed status to Re-Opened and it appears in the search for Re-Opened status.
If you search just by Re-Opened status, you do not get 232289.
Help Desk Version
12.5.2 - Build #12.5.2.84
Cancel
Vote Up 0 Vote Down

Cancel

SolarWinds solutions are rooted in our deep connection to our user base in the THWACK^® online community. More than 195,000 members are here to solve problems, share technology and best practices, and directly contribute to our product development process.