Web Help Desk 12.7.2 Hotfix 1 Release Notes

6/3/2020 6:06 PM

6/3/2020 6:06 PM

This hotfix resolves the following issues:

• Web Help Desk freezes when processing an email message
• Cost is visible to the administrator only if the option is checked at the location or department level

This hotifix modifies specific files in the following directories:

• <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/ directory:
  • whd-persistence.jar
  • whd-core.jar
  • woodstox-core.jar
  • stax2-api.jar
• <WebHelpDesk>/bin/wrapper/conf directory: 
  • wrapper_template.conf
• <WebHelpDesk>/conf directory (macOS and Linux only): 
  • whd.conf
•   <WebHelpDesk>/conf/additional/fips-140-2/WebHelpDesk - clean install/bin/wrapper/conf directory: 
  • wrapper_template.conf

This hotfix requires Web Help Desk 12.7.2 Build 12.7.2.39.

NOTE: In the installation instructions, <WebHelpDesk> represents the Web Help Desk home folder. The default home folders for various operating systems are listed below:
 

Operating System	Path
macOS	/Library/WebHelpDesk
Microsoft Windows	\Program Files\WebHelpDesk
Linux	/usr/local/webhelpdesk

 

Web Help Desk

Install this hotfix

1. Log on to Web Help Desk as an Administrator.
2. Stop Web Help Desk.
3. Download and unzip the Hotfix 1 ZIP file to a directory on your Web Help Desk server.
4. Back up your existing Web Help Desk files that will be overwritten by this hotfix.
   1. In the /bin/webapps/helpdesk/WEB-INF/lib/ directory, back up the following files:
      • whd-persistence.jar
      • whd-core.jar
      • woodstox-core.jar
      • stax2-api.jar
   2. In the <WebHelpDesk>/bin/wrapper/conf directory, back up the following file:
      • wrapper_template.conf
   3. (macOS and Linux only) In the <WebHelpDesk>/conf directory, back up the following file:
      • whd.conf 
   4. In the <WebHelpDesk>/conf/additional/fips-140-2/WebHelpDesk - clean install/bin/wrapper/conf directory, back up the following file:
      • wrapper_template.conf 
5. Install the files included with this hotfix into the appropriate directories on your Web Help Desk server.
   1. In the /bin/webapps/helpdesk/WEB-INF/lib directory, copy the following files to the directory, overriding the existing files:
      • whd-persistence.jar
      • whd.core.jar
      • woostox-core.jar
      • stax2-api.jar
6. Edit the wrapper_template.conf and whd.conf files as required.
   1. In the <WebHelpDesk>/bin/wrapper/conf directory, open the wrapper_template.conf file in a text editor (such as Notepad).

   2. Add the following line at the end of the section:# Java Additional Parameters:

      # Java Additional Parameters:
      wrapper.java.additional.18=-Djavax.xml.stream.XMLInputFactory="com.macsdesign.whd.util.Xml11AllowingWstxInputFactory"

   3. Make sure the X value in wrapper.java.additional.X is equivalent to the next incremental line number based on the previous line.
      For a configuration example, see the wrapper_template.conf file located in the Hotfix Archive at:
      <WebHelpDesk>/bin/wrapper/conf

   4. Save and close the file.

   5. If your Web Help Desk server is running Microsoft Windows, go to step 7.
      If your Web Help Desk server is running Linux or macOS, go to step f.

   6. Navigate to the <WebHelpDesk>/conf directory and open the whd.conf file in a text editor.

   7. In the JAVA_OPTS parameter, add the following JVM argument:

      Djavax.xml.stream.XMLInputFactory=com.macsdesign.whd.util.Xml11AllowingWstxInputFactory

      For a configuration example, see the whd.conf file in the Hotfix Archive located at:
      <WebHelpDesk>/bin/wrapper/conf

   8. Save and close the file. 
7. Start Web Help Desk.

Uninstall this hotfix

1. Log on to Web Help Desk as an Administrator.
2. Stop Web Help Desk.
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 files from backup to the </bin/webapps/helpdesk/WEB-INF/lib/ directory, overwriting the existing files:
      • whd-persistence.jar
      • whd-core.jar
      • woodstox-core.jar
      • stax2-api.jar
   2. Copy the following file from backup to the <WebHelpDesk>/bin/wrapper/conf directory, overwriting the existing file:
      • wrapper_template.conf
   3. (macOS and Linux only) Copy the following file from backup to the <WebHelpDesk>/conf  directory, overwriting the existing file:
      • whd.conf
   4. Copy the following file from backup to the <WebHelpDesk>/conf/additional/fips-140-2/WebHelpDesk - clean install/bin/wrapper/conf directory, overwriting the existing file:
      • wrapper_template.conf
5. Start Web Help Desk.

For assistance, contact SolarWinds Technical Support.