Tools

WHD 12.7.8 and 12.7.9 no longer sends emails for other Techs in the CC/BCC fields

This article provide a work-around to resolve an issue with emails no longer being sent to techs if they are added as CC/BCC recipients in a ticket.

First published date

3/10/2022 10:13 PM

Last published date

8/3/2022 8:45 PM

Overview

After upgrading to 12.7.8 or 12.7.9, WHD no longer sends emails to other Techs whose email address is added to CC/BCC fields.  

Note:
  • Emails to clients added as recipients to the mentioned fields still work
  • This issue only impacts techs who are CC/BCC'd

Product section

Web Help Desk

Cause

Bug in WHD 12.7.8 and 12.7.9 during some changes done to email functionality.

Resolution

Upgrade to WHD v12.7.10. This issue is fixed in WHD v12.7.10 according to the Release Notes under the Fixed issues section: WebHelpDesk 12.7.10 Release Notes. Follow the steps in Upgrade WHD to the latest version to upgrade WHD.

Workaround:
This workaround also resolves issues where ticket reassignment emails are not sent.
 
  • Add the JVM Argument -Dwhd.12.7.8.not.send.mail.individually=false to the configuration.
For Windows Server, navigate to <WebHelpDesk>/bin/wrapper/conf/, open the wrapper_template.conf file in a text editor, and add the following line in the # Java Additional Parameters section of that file, setting the next sequential number in the list:
wrapper.java.additional.<NUMBER>=-Dwhd.12.7.8.not.send.mail.individually=false
where <NUMBER> is the next proceeding number.

For macOS and Linux, navigate to the <WebHelpDesk>/conf/ directory, open the whd.conf file in a text editor, and add the following line at the end of the file:
JAVA_OPTS="-Dwhd.12.7.8.not.send.mail.individually=false"