Documentation forWeb Help Desk
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Troubleshoot ticket issues

This section describes some issues you may encounter when saving or responding to a ticket.

Could not create transport for email messages

If you click Save and email and an error message indicates that the application could not create transport for email messages, check the incoming email account settings at Setup > Email > Incoming Email Accounts. Verify that the settings are configured correctly.

TLS error after saving a ticket

If you click Save and email and an error message indicates that Transport Layer Security (TLS) 1.0 and 1.1 are not supported, upgrade your deployment to Web Help Desk 12.7.7 or later. This version supports the newer TLS 1.2 protocol. Microsoft deprecated TLS 1.0 and 1.1 beginning in October 2020. See the Microsoft Docs website for details.

Ticket emails are not sent

If Web Help Desk does not send the ticket email or stops processing the emails in the user mailbox, update the email password. The password may be expired or was changed by another user. Additionally, make sure that the user account is accessing the correct mail servers.

Client interface time does not match the user computer time

If you create a ticket or add notes from the Client interface, the ticket registered time does not match the user's computer. If you switch to the Tech interface, the time matches the time from the user's PC.

To correct this issue:

  1. Return to the Tech interface.

  2. Click Setup > General > Time and Place.

  3. Click the Business Zones tab.

    Click the Time Zone drop-down menu and select System Default Time Zone.

  4. Click Save.

Email tickets are disabled for a client account

If a client receives an error stating that their email tickets are currently disabled for their account, do the following:

  1. Log in to Web Help Desk as an administrator.
  2. Click Setup > Ticket > Options.

  3. Under Client Options, select the Web Interface and email checkboxes.

    If both options are disabled, clients can only view or update existing tickets. All new tickets must be created by a tech.

  4. Click Save.
  5. Click Setup > Companies & Locations > Locations & Rooms.
  6. In the Location column, click the location of the client.
  7. Click the icon to enter edit mode.

  8. In the Clients Can Save Tickets Using field, select the web interface and email checkboxes to enable clients to create tickets from this location.

    Clients that are not allowed to create tickets using the web interface or email can only view and update existing tickets provided that their login is enabled.

  9. Click Save.

History window does not show the icon to open tickets in a separate window

By default, the History window displays the icon for each ticket. Users can click the icon to open a ticket in a separate window.

If the icon is not displayed in the window, do the following:

  1. Log in to Web Help Desk.
  2. Click Setup > General > Options.

  3. Select the Show Icons for Referenceable URLs checkbox.

  4. Click Save.