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Home > Success Center > Web Help Desk (WHD) > Unable to search tickets by Due Date or First Call Resolution

Unable to search tickets by Due Date or First Call Resolution

 

Overview

When you perform an advanced search using Due Date or First Call Resolution as condition qualifiers, the search does not produce any results. 

Environment

  • WHD 12.5 configured with a non-embedded, non-default MySQL™ database

Cause 

The following system tables in your MySQL database are not populated with data:

  • time_zone
  • time_zone_name
  • time_zone_transition
  • time_zone_transition_type

These tables exist when you install MySQL in your deployment, but are not populated by default with data. Web Help Desk requires this data because Due Date and First Call Resolution qualifier logic is implemented from within the database. If the database is missing time zone data, these qualifiers will not work properly.

Resolution

Manually populate the system tables with data using the attached SQL file. See the MySQL website and follow the instructions for MySQL Server time zone support. 

 

 

 

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