Hi Peter,
Yes, I understand that the issue is an underlying one with the Web Objects Framework. I also understand that in order to correct this issue, it basically means a re-write of the product from the ground up. I realize that this is a challenging task, and will take considerable time and resources.
I would like to make a few points. The primary one is that I would like to see a recognition from SolarWinds that this is a crippling issue that greatly reduces the functionality of WHD, and is a significant productivity drain and efficiency issue for those of us who use the system on a daily basis. Anyone who has ever worked in a Help Desk environment knows that it is typically fast-paced, with rapidly changing priorities. When you are editing a ticket, you may need to get into another ticket at the same time. Currently, doing this means you risk losing any changes, notes, etc. on the ticket you were editing.
With recognition of this issue, I would expect that it would be the top priority for the product development team. The changes with the 12.2 release are minor, compared to the need to have this critical issue addressed.
Also, as mentioned above, it is not just heavy load that causes the issue with multiple tabs / sessions. Even under light load with only a few users, we have had saved tickets drop all changes. This is a big enough issue that personally, I have taken to saving any changes / notes / etc. in tickets, FAQs, etc. to Notepad before I save the ticket. This one issue, along with the other issues we have encountered with WHD, have been enough to push us to consider another product. This is not a decision that we take lightly, as it involves significant effort. WHD definitely has its strengths, but they can not make up for the inability to have as many sessions open as needed.
I appreciate that you have a plan in place, and can't divulge exact details because things change, but until WHD is available on a new framework to address this issue, it's just vaporware to me. Too many years in IT have made me somewhat cynical about vendor promises