Tools

Error when searching WHD tickets on an SQL Server database

WHD with a SQL Server database produces errors and system freeze when WHD is configured to display too many tickets for queries. Use the hotfix listed in the article to resolve the issue. Also, use "contains" instead of "like" in searches.

First published date

11/26/2018 7:07 PM

Last published date

2/10/2022 8:37 AM

Overview

When you run a basic or advanced ticket search on a Web Help Desk deployment integrated with a Microsoft^®SQL Server^® database, the Web Help Desk Admin Console displays errors and the console becomes unresponsive.

Product section

Web Help Desk

Cause

Web Help Desk is configured to fetch and display too many tickets in response to a query.

This issue can occur when using the LIKE search parameter, which uses wildcard characters and returns more responses than the system can process.

Resolution

Install the latest Web Help Desk hotfix (if available) through the through the SolarWinds Customer Portal. When completed, configure Web Help Desk and SQL Server to implement a full text search that uses the Contains search parameter, replacing the LIKE parameter.

Enable full-text search in Web Help Desk

Log in to the Web Help Desk server as an administrator.
Navigate to the Web Help Desk conf directory.
Apple^® OS X: /Library/WebHelpDesk/conf
Microsoft^® Windows^®: \Program Files\WebHelpDesk/conf
Red Hat^®/CentOS™/Fedora Linux: /usr/local/webhelpdesk/conf
Open the wrapper_template.conf file (for Windows systems) or whd.conf file (for OS X and Linux systems) in a text editor (such as Notepad).
Add the following parameter to the file:
DWHDSqlServerFulltextSearchEnabled=true
Save and close the file.

Enable full-text search in SQL Server

Follow the procedure in Adding SQL Full-Text Search to an existing SQL Server (© 2017 CBS Interactive, available at http://www.techrepublic.com/, obtained on February 17th, 2017.)
Create full text indexes for the database tables.
Log in to SQL Server Management Studio.
Create full-text indexes for the database tables.
1. Select Full-Text Index > Define Full-Text Index.
2. In the wizard, select the columns to include in the index.
3. Save your changes and close SQL Server Management Studio.

See the following resources for more information:

Full text search documentation: Full-Text Search (© 2017 Microsoft, available at https://technet.microsoft.com, obtained on February 17th, 2017.)
Contains predicate documentation: CONTAINS (Transact-SQL) (© 2017 Microsoft, available at https://technet.microsoft.com, obtained on February 17th, 2017.)

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.

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.