Tools

Web Help Desk 12.7.12 Hotfix 1 Release Notes

This article describes how to install Web Help Desk 12.7.12 Hotfix 1 on your Web Help Desk server.

First published date

6/9/2023 4:10 PM

Last published date

6/9/2023 4:10 PM

Overview

This hotfix resolves the following issues:
  • Apostrophe issue in Request Detail, Subject, Ticket Notes, Client, and Locations fields.
  • Text is deleted when contained within the < and > brackets.
  • Error displays when you click "Save and Email" for tickets created prior to version 12.7.12.
  • Selecting the Use Incoming Mail Account as "From" Address checkbox at Setup > Email > Options creates a ticket scheduling issue in the integrated calendar. 
  • Web Help Desk crashes when you create a ticket schedule.
  • Out of Office feature displays techs in alphabetical order.
  • Out of Office notice scheduled in advance does not take effect immediately, but only during the out of office period.
  • Vacation tech is not overwritten to the backup tech in Ticket History while assigning a ticket.
  • Special characters in a tech name do not display correctly in the Subject field of an Out of Office email.
This hotfix modifies the following files in the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/ directory:
  • whd-core.jar
  • whd-dao.jar
  • whd-persistent.jar
This hotfix requires Web Help Desk 12.7.12.1710.

NOTE: In the installation instructions, <WebHelpDesk> represents the Web Help Desk home folder. The default home folders for the supported operating systems are listed below:
Operating SystemPath
macOS/Library/WebHelpDesk
Microsoft Windows\Program Files\WebHelpDesk
Linux/user/local/webhelpdesk

Product section

Web Help Desk

Cause

N/A

Resolution

Download this hotfix

  1. Log in to the Web Help Desk server as an administrator.
  2. Open a Web browser, navigate to the SolarWinds Customer Portal, and log in.
  3. Click Downloads and select Hotfixes.
  4. Click the View Hotfixes for License drop-down menu and select Web Help Desk Per Seat License.
  5. Download Web Help Desk v12.7.12 - Hot Fix 1.

Install this hotfix

  1. Stop Web Help Desk.
  2. Navigate to the following directory:
    • <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/
  3. Back up the following files to a separate directory:
    • whd-core.jar
    • whd-dao.jar
    • whd-persistent.jar
  4. Copy the files included with this hotfix to the /lib directory, overwriting the following files:
    • whd-core.jar
    • whd-dao.jar
    • whd-persistent.jar
  5. Start Web Help Desk.

Uninstall this hotfix

  1. Stop Web Help Desk.
  2. Navigate to the following directory:
    • <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/
  3. Copy your backup files to the /lib directory, overwriting the following files:
    • whd-core.jar
    • whd-dao.jar
    • whd-persistent.jar
  4. Start Web Help Desk. The hotfix is uninstalled.
For assistance, contact SolarWinds Technical Support.