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Tickets in Resolved status do not auto-close

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Updated November 15, 2017


Tickets set to Resolved status remain in the Resolved state and do not auto-close when the ticket reaches the auto-close time set in the Resolved status setting (for example: Automatically Close Ticket After 1 minute). The ticket should change to Closed status and enable Web Help Desk to send a survey to the client.

This issue only impacts instances with MySQL and Microsoft® SQL Server® database on the backend. Tickets work as expected on PostgreSQL.



  • WHD 12.5.1
  • MySQL
  • Microsoft SQL Server


Download Web Help Desk 12.5.2 from the Customer Portal and install the service release in your deployment. See the Release Notes and the Web Help Desk Upgrade Guide for additional details and procedures for this upgrade.  



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