Spiceworks found some problems during update

It simply serves to add new tickets into the view without requiring you to frequently do a browser refresh in order to see the latest tickets. If you have ticket monitors configured, the ticket table and ticket details views will indicate an alert has fired for each ticket, and the details are visible in the new Alerts panel on the right side of the ticket details view.

In the Ticket Views settings page, you can create or edit views that have "Creator" field as a filter. We resolved an issue where only end-users were displayed in the dropdown, preventing you from creating a new ticket view where the creator is an admin or tech.

There are two changes in this release, a major change to the mobile "ticket details" view, and a fix for the desktop browser Tickets view. All of the changes below are part of our continued work improving the new Tickets interface still in alpha! Hi all, a few important changes and notes as we continue working to improve the new Tickets interface still in alpha! When viewing the tickets table click "Tickets" in the nav you'll notice the familiar search box near the top right of the table, regardless of whether you're using the older or new Tickets view.

During testing, any search term you enter in the search box may be served by one of two search backends. This means if you're using the older Tickets interface, you may see different behavior when entering a search term you commonly use.

And you may actually see different behavior by entering a search term, refreshing the page, and re-entering the same search term! This is by design, allowing us to validate that our changes to the search functionality are beneficial for you, and do not negatively impact the Cloud Help Desk's stability. See the list below. We're continuing our work on the new Tickets interface currently in alpha testing.

We have been working hard to bring you a refreshed Tickets interface. This is a major milestone in our journey towards replacing the existing web frontend and accelerating our efforts to bring you new valuable updates even more quickly.

Especially as more and more of you migrate from Spiceworks 7. Read more below for details, or join us at SpiceWorld Virtual to learn more! You can also find out about our new mobile apps for iOS and Android here.

Admins can also enable the alpha for Techs and other Admins. Once enabled, click the Tickets option in the top nav to return to your Tickets list. You'll notice the new interface in place of the old familiar one!

We released an additional change to the loop protection feature that affects how we detect and stop loops ticket or ticket comment creation resulting from outbound emails going to auto-replying systems. This should result in some tickets being muted if they have an unusually high rate of ticket comment creation.

If you notice any unexpected behavior with ticket notifications you notice a ticket stops sending ticket notification emails when it should be sending emails just let us know! We've added some new functionality to the email processing logic which now prevents tickets from getting into a "loop" state. In recent weeks, we had a small number of tickets "loop", resulting in hundreds or thousands of ticket comments being created on those tickets.

This also results in sending hundreds or thousands of ticket notification emails. This can makes those tickets unreadable too many spam comments , and can make tickets load slowly. In some cases this can also impact the stability of the Cloud Help Desk itself. Our fix prevents the Cloud Help Desk from sending email notifications for any specific ticket, if that ticket is detected to be in a "ticket comment loop".

Our preexisting protections against ticket looping involved identifying specific content in email headers, but we discovered an edge case where inbound emails may not have the appropriate headers that allow a message to be identified as "auto-generated". In those cases, looping was possible when multiple CC'd users were involved on a single ticket, and some of those CC'd users were actually systems which reply to an email with an auto-generated response like another help desk product.

Tickets detected to be in a "ticket comment loop" will be silently muted, meaning all comments would still be added to the ticket's comment history, but we will stop sending outbound notification emails for that ticket. You won't see any indication that the ticket is "muted", but the behavior is the same as using the "Mute" feature. This will prevent a back and forth "loop" with automated systems, and should prevent ticket comments from piling up on the ticket.

If you notice any unexpected behavior or loss of email notifications in specific scenarios, please let us know! We've released a major backend upgrade for the Cloud Help Desk application, following our attempt last Thursday evening to do the same.

Last week, we required a scheduled maintenance downtime period to release this upgrade. We reverted the changes last week after discovering a bug related to Active Directory end-user authentication related to the User Portal feature.

We've resolved that issue and have re-released the backend upgrade today. This upgrade improves database performance significantly, and will be important as we continue adding new features and as additional users migrate from our legacy Desktop app or join us as brand new users. That said, with today's release you should not notice any changes in the behavior of the Cloud Help Desk, except some pages or actions may be a little quicker!

If you notice any new issues please report them as you normally would by emailing us at support spiceworks. Hi all, another minor backend change to resolve an issue where a small percentage of new users were unable to register. We discovered if users signed up as a new user of Community first, and then later attempted to register as a Cloud Help Desk user, they could get stuck in a "loop" and be unable to create their CHD organization and get started.

The fix being released today should resolve this issue, allowing all previous users who may have been unable to setup their CHD account to successfully register and get going! We've released a minor backend upgrade as follow up to the code revert we did way back in April Since then, the underlying issue that caused the multi-day email delivery issue has been addressed in the underlying depedency ruby and was released to the public. We've upgraded the Cloud Help Desk with this new version and tested to confirm we should not experience the same email issues we saw in April this issue.

With today's release you should not notice any changes in behavior of the Cloud Help Desk, but if you notice any new issues please report them as you normally would by emailing us at support spiceworks. We've resolved an issue affecting users of the Power BI integration with Cloud Help Desk, where the column mappings were corrupted in the data export used as the data source when importing data into Power BI. The column mapping has been fixed, so it no longer incorrectly maps column headers with column data.

This bug was causing CC'd users to not appear on tickets where the rule should have automatically added the CC'd users. Following our release last Wednesday June 24 of the major Rails 6. With your help, we traced this down to a Rails level encoding issue preventing inbound email requests that originated from Outlook mail clients using specific types of non-UTF-8 encoding from being properly handled and processed by the Cloud Help Desk as new tickets or ticket comments.

Today's release includes a hotfix for the above issue and some additional changes. To prevent future email loss we will be adding more automated testing to cover this and related encoding issues with inbound email. Hi all, we had a second release today, this one a major upgrade to the Cloud Help Desk backend. We've upgraded from Rails 5. This upgrade is a precursor to our continued efforts on upgrading your user experience, with our focus currently on rewriting the Tickets interface for desktop browsers to match the mobile browser experience we released for Tickets in April and May.

During the deployment of this release, we saw about a 40 minute period where the Cloud Help Desk was either very slow or inaccessible for a large portion of users. This was related to changes to the database conflicting with active background jobs performing ticket data imports. We reacted quickly to identify the cause and stop the in-progress data imports to remove contention and accelerate the database migration.

This was effective in allowing the deployment and migration to complete and bring the app back online for everyone. In the future we'll do more testing on these types of upgrades, specifically estimating migration run-time and scheduling intentional downtime.

This should allow you to schedule around a planned outage instead of being surprised like you would have been, today.

Thanks for your patience today. The good news is the upgrade was successful and we can move on to taking advantage of the low-hanging "performance improvement" fruit!

This morning we re-released changes to the Cloud Help Desk backend that we had reverted last week following reports of issues some folks had with bad attachment links. The Rails upgrade a major component of the CHD backend is now live again with a fix that prevents future issues with attachment links. Some existing tickets created last week will still have bad links in attachments - this appears to be limited to the timeframe where our Rails upgrade was live last week, and tickets or comments were created with multiple attachments.

We are evaluating whether we can resolve the issue for those affected tickets. For the time being it is necessary to re-attach any files that are not downloadable. Also note it is possible to access those problematic attachments via links in the notification emails for the affected tickets, if you need to chase down those attachments.

Thanks for reporting that issue last week, and sorry for the inconvenience there! Hi all, here's a list of updates we've made to the Cloud Help Desk since our last release notes in mid-May Custom attributes which was an existing feature allows you to add custom fields to your ticket form on a per organization basis.

This means you can collect commonly needed information into your own ticket fields, and each of your help desk account's organizations can have its own custom attributes.

So what's new? The mobile Tickets UI beta now supports setting custom attributes in two places:. The updated User Portal interface is now leaving beta testing. A big thank you to everyone who tried it out and reported any issues they encountered!

The new User Portal web interface provides your end-users with a refreshed experience and all the same features and functionality. Take a look at the full details in our initial release notes:. And let us know what you think! Hi all, in case you're not keeping up with the Release Notes , we've pushed out a few more updates to address issues that were discovered. Thanks for your assistance in identifying these! Last night, we moved everyone over to the new User Portal and removed the ability to move back.

For those of you who noticed that yesterday was May 13th and not May 5th, we pushed the date to address the concerns brought to us by all of you and didn't make the change until we were confident of those updates. That said, we have discovered an issue with the contact field being displayed on the new ticket form on the User Portal when AD auth is on and we'll be working to resolve that as quickly as possible.

Today we've released a small change to the mobile Tickets UI - now your search terms are "remembered" as you navigate from the ticket list to view a ticket's details, and back to the ticket list. Edit Sept. As many of you may be aware, we recently removed our native mobile applications from the iOS and Android app stores. In order to continue providing an easy way to access and work your tickets in the Cloud Help Desk, we're releasing a beta version of our redesigned Tickets interface, for mobile.

This is a simple procedure:. People at the Pimiento pepper level are limited to asking 2 questions. Just fill out your profile completely to automatically be leveled up.

All you need to do to get help is email support spiceworks. Updating your Spiceworks application is a piece of cake. Just download the latest version and run the exe. Your installation will create a backup, then update itself.

Once the 60 day timer runs out, Spiceworks will automatically download the latest version and install it the next time Spiceworks is restarted. Oh no! Quick, read this article and follow the instructions there. That will get you back up, then you can hit up support to see what happened.

Spiceworks offers a service called MyWay that simply allows you to replace the ads in the on-prem Inventory and Help Desk application with an image of your own or leave it blank. You can also add your logo to PDF reports. Each MyWay subscription covers 1 installation, no matter how many admins you have set up. There is not a service available to remove the ads from any other Spiceworks product or site.

For more information, you can email myway spiceworks. Once you have registered and we have confirmed your email address, you should see a blank space instead of the ads. There are many people there eager to help you out. As the Spiceworks Desktop application evolves over time, so does its database. Give the VM the best disk back-end possible. If you have a large installation, we recommend using SSDs.

Move Spiceworks to a dedicated physical box that meets the system requirements. Reduce active sessions Each browser page or tab open on a ticket queue in the help desk will query Spiceworks regularly to check for updates to the view being displayed. Use Ticket Views to limit the number of tickets that are being displayed in your help desk. The more tickets displayed in a view, the more strain that puts on the app. Use the Recently Updated view sparingly. This view is the most costly because Spiceworks will query every ticket in your database in order to determine the correct order.

Limit the number of tabs opened to the help desk. With those tickets backed up, you can archive the tickets. Find the setting for Use original version of Help Desk interface. Toggle this off. Reduce mail check frequency This tip is especially relevant for Help Desk users with Exchange protocol setup for their help desk mailbox. There are two types of scans to adjust. Scheduled scans Scans that update existing devices across all sites are centrally controlled by the schedules on your central installation of Spiceworks.

Reduce Active Directory scan frequency If you use Active Directory integration with Spiceworks, try reducing your Active Directory scanning to once a day. Reduce the Auto-delete activities after days value. Documentation and Resources Need more help? Track users' IT needs, easily, and with only the features you need. Learn More ». This topic was created during version 5. The latest version is 7. Pure Capsaicin.