The SolarWinds Platform is unable to create and/or update tickets after upgrading to Web Help Desk version 12.8.0 and above

Starting with Web Help Desk 12.8.0 and above, TLS 1.3 was introduced to support the Advanced Encryption Standard - Galois/Counter Mode (AES-GCM) cryptographic method.  TLS 1.3 enables improved data protection between two endpoints over a network. This causes connectivity issues with other applications that connect to the Web Help Desk using the older TLS 1.1 and 1.2 protocols. Although TLS 1.2 is still supported, the improved ciphers broke the compatibility with the applications relying on older TLS protocols and weaker ciphers. One of the Web Help Desk functions is SolarWinds Platform integration and third-party forward or reverse proxy web integration. The older version 12.7.13 of Web Help Desk and the below versions keep this functionality intact as it still uses the TLS 1.2 protocol with older ciphers.

The introduction of the TLS 1.3 protocol and its stronger ciphers caused the SolarWinds Platform integration to fail.
see:  Updated cryptographic protocol support

While waiting for SolarWinds Platform integration functionality to be updated to support TLS 1.3 on SolarWinds Platform and Web Help Desk, any of the following workarounds can be used.

It is important to note that setting the following in the Setup>General>Options and Setup>General>Server Options will enable or disable ticket creation via integration:

- Will allow ticket creation via the integration
Setup>General>Options>Force HTTPS = Always
and 
Setup>General>Server Options>Redirect HTTP Requests to HTTPS>Disabled

- Will not create tickets via the integration
Setup>General>Options>Force HTTPS = Never
and
Setup>General>Server Options>Redirect HTTP Requests to HTTPS>Enabled


Workaround 1

Use HTTP protocol in the endpoint used by the SolarWinds Platform integration.

1) Edit the whd.conf and enable the HTTP port (choose port 80, 8080, or whichever HTTP port is available in your environment) in the config
2) Temporarily disable Setup>General>Options> Force HTTPS Always
3) Restart WHD
4) Delete the SolarWinds Platform Integration in Setup> Solarwinds Integration>Solarwinds Connection
5)  Recreate the integration again and use the same filer as the previous one
6) Go to the SolarWinds Platform database and verify that the EndpointAddress column is now pointing to http://WHD_URL:8080/helpdesk/orionAlertNotification/OnIndication
 You may use the SQL query:

-- Scripts are not supported under any SolarWinds support program or service.
-- Scripts are provided AS IS without warranty of any kind. SolarWinds further
-- disclaims all warranties including, without limitation, any implied warranties
-- of merchantability or of fitness for a particular purpose. The risk arising
-- out of the use or performance of the scripts and documentation stays with you.
-- In no event shall SolarWinds or anyone else involved in the creation,
-- production, or delivery of the scripts be liable for any damages whatsoever
-- (including, without limitation, damages for loss of business profits, business
-- interruption, loss of business information, or other pecuniary loss) arising
-- out of the use of or inability to use the scripts or documentation.

SELECT *  FROM SUBSCRIPTION WHERE EndpointAddress LIKE 'HTTP%';

7) Generate an Alert on the SolarWinds Platform
8) Go back to the Web Help Desk and check if it is now able to create tickets from the alert
9) Enable Force HTTPS Always again

Workaround 2

Disable TLS 1.3 in the wrapper_server_template.xml file

1) Stop Webhelpdesk.
2) Go To C:\Program Files\WebHelpDesk\conf and open the tomcat_server_template.xml file in Notepad.
3) Remove TLSv1.3 from lines 106 and 121.

4) Replace the below value of ciphers from Line no. 115 and 131

ciphers="TLS_RSA_WITH_AES_128_CBC_SHA256,TLS_RSA_WITH_AES_256_CBC_SHA256,TLS_RSA_WITH_AES_256_CBC_SHA,TLS_RSA_WITH_AES_128_CBC_SHA,SSL_RSA_WITH_3DES_EDE_CBC_SHA,SSL_RSA_WITH_RC4_128_SHA1,SSL_RSA_WITH_RC4_128_MD5,TLS_EMPTY_RENEGOTIATION_INFO_SCSV"

5) Start the Web Help Desk.
6) Check if the tickets are now created from the SolarWinds Platform alert