9 Replies Latest reply on Jul 22, 2015 9:27 AM by john.house

    FAQs and Surveys

    john.house

      When a client clicks on the FAQ link within a note in a ticket nothing happens. This also happens when they click the link within the email response they get after a new note has been saved. Surveys are doing the same thing.  When I try to test it on my computer it works fine...opens up a new window with the correct webpage.  Now if I try and do it on my iPhone it doesn't  work. Says can not contact server. Is this a computer issue or some setting within WHD?  I am thinking computer but want to run it by here and see if anyone has any insight.

        • Re: FAQs and Surveys
          john.house

          More to the story...It appears that the URL for the FAQ is using the server name plus port.  How do you change that?  If I replace that with the correct starting URL the link works fine.  Below are the two links:

           

           

          http://CHCAHelpDesk:8081/helpdesk/WebObjects/Helpdesk.woa/wa/FaqActions/view?faqId=6

           

          Web Help Desk

            • Re: FAQs and Surveys
              it@cristoreybalt.org

              If you started out using 8081 as your port and you changed to 80 or 443, I think there's a SQL script you can get from support to update your database entries.

                • Re: FAQs and Surveys
                  john.house

                  Yes that would be the case I assume. 

                    • Re: FAQs and Surveys
                      clearcircuit

                      john.house

                       

                      Please use this script to update the HOST_PORT from your WHD database:

                       

                      UPDATE PREFERENCE SET HOST_PORT=80;

                       

                      In addition, also make sure that the Server DNS Name is properly configured in the following location:

                       

                      Setup > General > Options > Server DNS Name

                       

                      Hope this helps.

                        • Re: FAQs and Surveys
                          john.house

                          Thanks for the info.  Unfortunately I can not seem to connect to the Database t run that script.  Just another issue .  I did find that the Server DNS Name was wrong so I changed that.  It did change the link for the FAQ but added :8081 so it still will not work.  I am not sure why I can not connect to the database ( I never set it up the connection when I installed WHD in the beginning).  Is there a way to reset the UN and PW for the database? Not sure if that is even the issue.

                            • Re: FAQs and Surveys
                              doughall2015

                              The DB details should be in whd.db.host=stv-sql-021 c:\INSTALLDIRECTORY\conf\.whd.properties

                               

                              If you’re using PostgreSQL, then try this, running it from the server.

                              http://www.sqlmaestro.com/products/postgresql/maestro/

                               

                               

                              Mine looks like this, albeit MSSQL

                              #Web Help Desk configuration file

                              #Wed Jun 10 10:11:28 BST 2015

                              whd.db.port=1433

                              whd.db.sid=

                              whd.db.subprotocol=microsoft

                              whd.db.customUrl=

                              whd.db.password=XXXXXXXXXXXXXX

                              whd.db.host=stv-sql-021

                              whd.db.useCustomUrl=NO

                              whd.db.name=WebHelpDesk

                              whd.db.username=WebHelpDesk

                              whd.db.embedded=NO

                               

                               

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                              Hazlewoods LLP is registered to carry on audit work in the UK and Ireland and regulated for a range of investment business activities by the Institute of Chartered Accountants in England & Wales.

                              Website: http://www.hazlewoods.co.uk<http://www.hazlewoods.co.uk/>

                               

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                              1 of 1 people found this helpful
                            • Re: FAQs and Surveys
                              conners

                              If you are running 12.2 / 12.3 get updated to 12.3.0 hotfix 3 as that has resolved issues with the FAQ links

                      • Re: FAQs and Surveys
                        john.house

                        Thank you all for the help.  I was able to run the scrip and update the host_port to 80 which fixed my issue . I have plans to upgrade to 12.3 when time permits but for now everything is working.  Thanks again and happy Sysadmin Day