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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.com.

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I was a legacy user, then moved to the cloud. I am having trouble though. I am now with a new company, and my user will not get its validation email where I am since my SpiceWorks user follows me from company to company, the helpdesk does as well. I do not need it associated with the previous. I need it where I am today.

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Hi Jeremy, it may make sense to email us via communitymanagers@spiceworks.com to get this resolved but you should be able to either (1) update your email address for your existing account to use with CHD or (2) have separate accounts (one for your Community, another for CHD). If you can send some extra context to what is going on to that email address, we can help get this resolved.

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Sent above a PM providing some direction, however, it sounds like this is a job for the support team so I did provide the support @ spiceworks . com email address.

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I don’t know why I bother now Sean… you seem to be lurking and providing support quicker. :stuck_out_tongue:

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I am already working with Support, and they seem to be stating the email is delayed and be patient, I have waited a week. I updated my email in spiceworks, and when I try to update my email on the owner in the Helpdesk from what it displays to what it should be it already shows my new email. I think its a database field which needs updated which is tied to the HD portion. Its very strange. It likely wont send my email because it sees me as the same person but different.

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I am still having issues, I added two more users and neither one got the verification email. Something is amiss in the system.

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Hi Jeremy, I found your ticket in Support yesterday with some of the above information. You should have received an update per ticket SS1-54635. It was fairly late in the work day yesterday (my time) so you should be getting an update from Support soon.

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OK I hope so. The only support I got this morning was something saying I am still having issues and nothing else.

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I saw this but it I didn’t get fixed.

https://community.spiceworks.com/blogs/help-desk-cloud-edition-release-notes/3598-cloud-help-desk-user-registration-bugfix?page=1#50963

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That was probably from me, I was letting RJ (the individual from Support who has your ticket) that the previous issues look to be unrelated and that you’re still having these issues (and referenced this topic).

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OK, Thank you Sean I appreciate it.

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