Tools

Clients are Unable to Attach Files to an Existing Ticket from the Client UI after Upgrading to WHD 12.8.0

This article describes the issue from the Client UI when clients are trying to attach files to an existing ticket.

First published date

12/20/2023 3:22 PM

Last published date

12/17/2025 4:43 PM

Overview

There is a known bug in the WebHelpDesk version 12.8.0 wherein client accounts cannot attach files to an existing ticket when login into the Client UI.
The issue is isolated to the existing ticket. A client can still attach files when opening a ticket.
Client users are able to browse and select a file to attach on a ticket but when the ticket is saved, the selected file does not appear on the ticket after the ticket is saved. This behavior can be observed in Request Details and Notes sections.

Steps to reproduce:

Log in to WHD using a Client user account.
Click on History on the top menu to display existing tickets.
Select a ticket and in the Notes section, create a note and select a file to attach.
Under the Request Details section, select a file to attach.
Save the note.
Open the same ticket and the recently attached files in Notes and Request Details sections are gone.

Product section

Web Help Desk

Cause

Bug in the WHD 12.8.0 version.

Resolution

This issue is addressed in WHD 12.8.1. Consider upgrading your environment.

Disclaimer: Please note, any content posted herein is provided as a suggestion or recommendation to you for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment. You elect to use third-party content at your own risk, and you will be solely responsible for the incorporation of the same if any.