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Home > Success Center > Web Help Desk (WHD) > Error when sorting ticket history by time

Error when sorting ticket history by time

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Issue

When you return to History after sorting the time in a ticket note, Web Help Desk generates the following error:

We're sorry, an unexpected error occurred:

java.lang.IllegalStateException: addOrderByAttributeOrdering: attempt to generate SQL for com.webobjects.eocontrol.EOSortOrdering  failed because attribute identified by key 'jobTimeFromTechNotes' was not reachable from from entity 'JobTicket'

Cause

The Web Help Desk remembers the last-applied sort settings, which are stored in the client.sort_prefs database column. When a client sorts the data by time, the history is not available, thereby generating an error. 

Workaround

Update the client.sort_prefs database column. 

To prevent data loss, back up the PostgreSQL database using the Web Help Desk Admin Console or a command line before you perform this procedure. See Best practices for database backup for additional information. 

  1. Log in to the Web Help Desk server as an administrator.
  2. Stop the Web Help Desk services.
  3. Execute the following SQL statement:
    update client set sort_prefs = null where client_id = X
  4. Start the Web Help Desk services
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