Tools

Migrated Incidents from WHD showing as “New” in SolarWinds Service Desk

This article explains how to fix issues with incident states for tickets migrated from WHD to SolarWinds Service Desk and provides steps for running the Ticket Update in the WHD migration tool.

First published date

1/5/2026 7:12 AM

Last published date

1/5/2026 4:54 PM

Overview

As outlined in the WHD to SWSD migration documentation, customers must add the ticket statuses from WHD to SolarWinds Service Desk so that the data maps correctly. However, this step can sometimes be overlooked, and as a result, migrated tickets may show as New in SolarWinds Service Desk, even if they were already resolved or closed in WHD, because their statuses are unrecognized.

Product section

Service Desk

Cause

WHD statuses not being added to SolarWinds Service Desk causes unknown statuses to be marked as New.

Resolution

Step 1: Add WHD ticket statuses to SolarWinds Service Desk

  • Go to Setup → Global Settings → Custom States.
  • Under the Incidents tab, click + Custom State.
  • Add all the ticket statuses used in WHD.

Step 2: Run the “Ticket Update” in the WHD migration tool

  • Stop the migration utility.
  • Go to the migration utility/Webhelpdesk/migration/data folder.
  • Delete the failed_ticketStatus.json and success_ticketStatus.json files.
  • Start the migration utility and run the Ticket Status Update step.

If you run into any issues while running the tool, please contact Technical Support at TechnicalSupport@solarwinds.com.