Tools

Web Help Desk 12.6 Hot Fix 2 Release Notes

This article describes how to install Web Help Desk 12.6 Hot Fix 2 on your Web Help Desk server.

First published date

11/27/2019 8:39 PM

Last published date

11/27/2019 8:39 PM

Overview

This hotfix provides the following improvements:
  • Set up and configure incoming mail in FIPS mode
  • Custom fields now save data in all situations
  • High asset volume performance issues are resolved
  • Linked client accounts no longer restrict views in some situations
  • Apache Tomcat version information no longer displays in HTTP 404 pages
  • Use as FAQ" now behaves as expected
  • Improved functionality with archived request types
  • Dashboard widgets no longer time out
This hot fix requires Web Help Desk 12.6 installed on your Web Help Desk
server.

Product section

Web Help Desk

Resolution

Locate the WHD home folder

In the installation instructions, <WebHelpDesk> represents the Web Help Desk home folder. The default home folder for each supported operating system is listed below.
Operating SystemLocation
Apple macOS/Library/WebHelpDesk
Microsoft Windows Server\Program Files\WebHelpDesk
Red Hat
CentOS
Fedora Linux		/usr/local/webhelpdesk
 

Install the hot fix

  1. Log in to Web Help Desk as an administrator.
  2. Stop Web Help Desk.
    1. Navigate to the <WebHelpDesk> directory.
    2. Right-click whd_stop.bat and select Run as Administrator.
  3. Download and unzip the Hot Fix 2 ZIP file to a directory on your Web Help Desk server.
  4. Back up your existing Web Help Desk configuration files.
    1. In the <WebHelpDesk>/bin/tomcat/conf directory, back up the following file:
      • web.xml
    2. In the <WebHelpDesk>/bin/webapps/helpdesk/error-pages/ directory, back up the following file:
      • 404.html
    3. In the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/ directory, back up the following files:
      • whd-core.jar
      • whd-dao.jar
      • whd-persistence.jar
      • whd-web.jar
    4. In the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/ directory, back up the following file:
      • web.xml
    5. In the <WebHelpDesk>/bin/webapps/ROOT/ directory, back up the following file:
      • 404.html
    6. In the <WebHelpDesk>/conf/ directory, back up the following file:
      • tomcat_web_template.xml
  5. Install the files included with this hot fix into the appropriate directories on your Web Help Desk server.
    1. Copy the following file included with this hot fix to the <WebHelpDesk>/bin/tomcat/conf directory, overwriting the existing file:
      • web.xml
    2. Copy the following file included with this hot fix to the <WebHelpDesk>/bin/webapps/helpdesk/error-pages/ directory, overwriting the existing file:
      • 404.html
    3. Copy the following files included with this hot fix to the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/ directory, overwriting the existing files:
      • whd-core.jar
      • whd-dao.jar
      • whd-persistence.jar
      • whd-web.jar
    4. Copy the following file included with this hot fix to the <WebHelpDesk>/bin/webapps/helpdesk/WEBINF/ directory, overwriting the existing file:
      • web.xml
    5. Copy the following file included with this hot fix to the <WebHelpDesk&gt;/bin/webapps/ROOT/ directory, overwriting the existing file:
      • 404.html
    6. Copy the following file included with this hot fix to the <WebHelpDesk>/conf/ directory, overwriting the existing file:
      • tomcat_web_template.xml
  6. Start Web Help Desk.
    1. Navigate to the <WebHelpDesk> directory.
    2. Right click whd_start.bat and select Run as Administrator.
Hot fix 2 (Web Help Desk 12.6.0.787) is installed on your Web Help Desk server.


Uninstall the hot fix

  1. Log in to Web Help Desk as an administrator.
  2. Stop Web Help Desk.
    1. Navigate to the <WebHelpDesk> directory.
    2. Right-click whd_stop.bat and select Run as Administrator.
  3. Locate the directory containing your backup files.
  4. Install your backup files into the appropriate directories on your Web Help Desk server.
    1. Copy the following file from backup to the <WebHelpDesk>/bin/tomcat/conf directory, overwriting the existing file:
      • web.xml
    2. Copy the following file from backup to the <WebHelpDesk>/bin/webapps/helpdesk/error-pages/ directory, overwriting the existing file:
      • 404.html
    3. Copy the following files from backup to the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/ directory, overwriting the existing files:
      • whd-core.jar
      • whd-dao.jar
      • whd-persistence.jar
      • whd-web.jar
    4. Copy the following files from backup to the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF directory, overwriting the existing file:
      • web.xml
    5. Copy the following file from backup to the <WebHelpDesk>/bin/webapps/ROOT/ directory, overwriting the existing file:
      • 404.html
    6. Copy the following file from backup to the <WebHelpDesk>/conf directory, overwriting the existing file:
      • tomcat_web_template.xml
  5. Start Web Help Desk.
    1. Navigate to the <WebHelpDesk> directory.
    2. Right click whd_start.bat and select Run as Administrator.
Hot fix 2 (Web Help Desk 12.6.0.787) is uninstalled from your Web Help Desk server. 
 

For assistance, contact SolarWinds Technical Support at http://www.solarwinds.com/company/contact-us.