15 Replies Latest reply on Mar 3, 2017 9:17 AM by arwenwallington

    Multiple browser sessions in Web Help Desk?

    watchmanmonitoring

      I quit using WHD when my WebObjects based install kept running out of memory, and the upgrade to v11 wouldn't support having multiple windows open at the same time.

       

      I can't use a product if I can't reliably have two browsers open, comparing data and browsing back and forth in both windows independantly.

       

      Has this feature been added since I left the fold?

       

      Thanks!

       

      Allen Hancock

        • Re: Multiple browser sessions in Web Help Desk?
          blankenshipr

          It is still based on WebObjects. I haven't had any trouble with running out of memory, but no, you still can't have more than one browser window open. It still uses session data to keep track of where you are.

          1 of 1 people found this helpful
            • Re: Multiple browser sessions in Web Help Desk?
              watchmanmonitoring

              Got it. thanks.  Our install was apache, on Mac OS X 10.5 and didn't use the tomcat, which was the difference in why I used to be able to use WHD in more than one window at a time.

               

              I'll keep waiting then.

                • Re: Multiple browser sessions in Web Help Desk?
                  conners

                  Multiple sessions are blocked by the app due to the licensing where you should only have one login per tech license.

                    • Re: Multiple browser sessions in Web Help Desk?
                      watchmanmonitoring

                      Interesting, as I've never been given that response by WHD support. It's always been "no, we can't do that."

                      • Re: Multiple browser sessions in Web Help Desk?
                        Peter Krutý

                        There is no such blocking. WHD is limited to one open window, thanks to the Web Objects framework. It has nothing to do with licensing and certainly we do not enforce such limits.

                         

                        We have a plan to move to a new framework, but this basically means rewriting big part of WHD and will unfortunately take some time.

                        2 of 2 people found this helpful
                          • Re: Multiple browser sessions in Web Help Desk?
                            silmarillion

                            Hi Peter,

                            Could you please provide some clarification on this?  I am looking for links to documentation or any reference material that mentions the one open window limitation, any explanation of why or potential consequences, etc.

                            Thanks!

                              • Re: Multiple browser sessions in Web Help Desk?
                                Peter Krutý

                                Hi Glen,

                                This is a bit tricky as it has to do with internals of the web objects framework, sessions and database locks. I do not have technical details, but I will simplify the explanation (sorry about that, if you are interested in more details, let me know and we can have a call and I can get more). In many cases you can probably work fine in multiple tabs, but under a heavy load using multiple tabs can lead to create to deadlocks and eventually to significant performance degradation. As I said this is heritage of the framework and we have a plan to improve that behavior. Unfortunately it's a longer endeavor.

                                Peter

                                  • Re: Multiple browser sessions in Web Help Desk?
                                    silmarillion

                                    Hi Peter,

                                    Yes, I understand that the issue is an underlying one with the Web Objects Framework.  I also understand that in order to correct this issue, it basically means a re-write of the product from the ground up.  I realize that this is a challenging task, and will take considerable time and resources.

                                    I would like to make a few points.  The primary one is that I would like to see a recognition from SolarWinds that this is a crippling issue that greatly reduces the functionality of WHD, and is a significant productivity drain and efficiency issue for those of us who use the system on a daily basis.  Anyone who has ever worked in a Help Desk environment knows that it is typically fast-paced, with rapidly changing priorities.  When you are editing a ticket, you may need to get into another ticket at the same time.  Currently, doing this means you risk losing any changes, notes, etc. on the ticket you were editing.

                                    With recognition of this issue, I would expect that it would be the top priority for the product development team.  The changes with the 12.2 release are minor, compared to the need to have this critical issue addressed.

                                    Also, as mentioned above, it is not just heavy load that causes the issue with multiple tabs / sessions.  Even under light load with only a few users, we have had saved tickets drop all changes.  This is a big enough issue that personally, I have taken to saving any changes / notes / etc. in tickets, FAQs, etc. to Notepad before I save the ticket.  This one issue, along with the other issues we have encountered with WHD, have been enough to push us to consider another product.  This is not a decision that we take lightly, as it involves significant effort.  WHD definitely has its strengths, but they can not make up for the inability to have as many sessions open as needed.

                                    I appreciate that you have a plan in place, and can't divulge exact details because things change, but until WHD is available on a new framework to address this issue, it's just vaporware to me.  Too many years in IT have made me somewhat cynical about vendor promises

                                    2 of 2 people found this helpful
                        • Re: Multiple browser sessions in Web Help Desk?
                          j.davis@tri-kes.com

                          I have been able to have multiple windows open.  You just have to use multiple browsers.  For instance I am logged in as the Admin in Firefox but in I.E. I have my test client logged in.  This has made testing my changes much easier than having to log out and back in twice every time i want to go and look at a change