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Home > Success Center > Web Help Desk (WHD) > Web HelpDesk 12.2.0 Release Notes

Web HelpDesk 12.2.0 Release Notes

Created by Caroline Juszczak, last modified by MindTouch on Jun 23, 2016

Views: 51 Votes: 0 Revisions: 5

Created December 2, 2014

SolarWinds Web Help Desk (WHD) v12.2.0 provides new functionality and improves on previous WHD versions. These release notes explain the new features, performance improvements, and open and fixed issues.

New Features and Improvements

New features and improvements in this release include:

  • DameWare integration: Provides seamless, out-of-the-box integration between WHD and DameWare, with the ability to open DameWare sessions using direct links in WHD. This new capability enables DameWare agents to open Web Help Desk tickets for items in DameWare, create ticket notes, and post screenshots directly from the DameWare client.
  • Asset reporting: Builds real-time reports on multiple assets, based on the features you choose. These reports provide statistics on topics such as the number and type of assets in the database, where assets reside, and asset status, such as in storage or deployed.
  • Extended API functionality: Now use the API to upload attachments to WHD tickets.
  • Licensing: Applies new licensing consistent with other SolarWinds products.

Special Note About Licensing for Customers Having Existing Web Help Desk Installations

The WHD 12.2.0 evaluation version is fully functional for 30 days. After 30 days, you must purchase and apply a new WHD 12.2.0 license to maintain full 12.2.0 functionality.

If you have existing maintenance left on your previous license, adding new the licensing information to an evaluation version of WHD 12.2.0 (installed over an existing WHD installation) provides a new license that expires at same end date as the previous installation's license. If your previous installation's license has already expired, you need to buy and apply WHD v12.2.0 licensing to access full WHD functionality after the 30-day evaluation period.

Note: Applying the new WHD v12.2.0 license to an existing licensed WHD installation deletes any existing licensing information. As a precaution, back up any existing WHD license information before applying the new WHD v12.2.0 license. Please be aware that SolarWinds does not support WHD downgrades.

Version Requirements

Web Help Desk Server

  • Windows Server 2003 32-bit
  • Windows Server 2008 32- and 64-bit
  • Windows Server 2008 R2 64-bit
  • Windows Server 2012 64-bit
  • Windows Server 2012 R2 64-bit
  • Windows XP, Windows Vista, Windows 7 through 8.1 (32- and 64-bit), for evaluation purposes only

Additional Operating Systems

  • OSX 10.8 through 10.10
  • CentOS 6.5 32- and 64-bit
  • RHEL 6.5 32- and 64-bit
  • Fedora 20 32- and 64-bit
  • Mobile iOS 5 through 8

Upgrades

Web Help Desk v12.2.0 supports version upgrades from Web Help Desk versions 12.0.0 and 12.1.0.

Browsers

  • Firefox 30 through 32
  • Internet Explorer 8 through 11
  • Chrome's latest three versions
  • Safari 5 through 7

Discovery Connectors

  • Absolute Manager 6.3 and 6.4
  • SCCM 2007 and 2012
  • Casper 8.6 and 9
  • Apple Remote Desktop 3.6.1
  • Lansweeper 4 through 5.1
  • Server and Application Monitor (SAM) 5.2 SP1 through 6.0.1
  • Network Configuration Manager(NCM) 7.2 through 7.3.2
  • Network Performance Monitor(NPM) 10.7 through 11.0.1
  • DameWare 11.1

LDAP

  • Active Directory 2003 through 2012
  • Open Directory 4
  • OpenLDAP 2.4

Database

  • PostgreSQL 9.2 through 9.3.2
  • MySQL 5.6 through 5.7.4
  • SQL Server 2008 through 2014

Mail Servers

  • MS Exchange 2010 through 2013 SP1
  • IMAP
  • POP3
  • SMTP

Hypervisor

  • VMware 5.0 through 5.5
  • HyperV 2008 R2 through 2012 R2

Hardware

  • CPU dual core: 2.0 GHz
  • Hard drive space: 20 GB
  • Mac architecture: 64-bit Intel
  • Memory: 3 GB, adding 1 GB for every 10 additional technicians
  • Application ports: 8081 or alternate browser port, 1433 for SQL

Open Issues

Issue Case Number
Upgrade to WHD 12.2.0 on works Fedora 20, but displays warnings

 

 
 

Fixed Issues

Issue Case Number
Reporting on Assets

 

460754, 623155
WHD Mobile app does not accept certs signed by CA

 

549249, 588449, 594397, 597327, 597481, 598110, 601239, 601449, 651592
Error generating PDF - custom fields

 

472251, 511201, 550763, 604182, 621317, 659093, 695770
The wrong date format is being pulled for custom field in emails

 

471589, 525237
Export ticket custom field into TSV

 

602973, 619636, 629574
Exception thrown when client sorts history by time

 

406448, 432382, 479836, 627901, 676596
EOF issues inefficient SQL query when saving a client

 

642481
Undefined value in Action Rules > Criteria

 

484685, 504481, 509246, 533744, 553072, 588904, 593324, 629008, 667111
Session deadlocks and thread safety

 

497693, 538702, 616052
Upgrade to WHD 12.2.0 fails on Fedora 20

 

When the Win32_BIOS WMI class is used in Attribute mapping, Asset Discovery synchronizes Assets that contain double Serial Number values

 

672298, 691737, 693134,
RC 2 Issue: After upgrading to 12.2.0 RC and defining a request type, customer experiences NullExceptionError when creating a ticket

 

 
RC 2 Issue: After upgrading to 12.2.0 RC, customer experiences ClassCastException after editing and saving tickets with a Numeric Custom Field

 

714401,713046, 712743
Spring application fails to start: ClusterNodeServiceImpl init fails

 

713210
Ticket custom fields aren't hidden properly while switching request types

 

 
FAQ questions and answers cannot be selected or copied

 

713626
Impossible to edit FAQs containing emoticon characters

 

713723
FAQ search is case sensitive

 

 
FAQ OR/AND works incorrectly

 

 
FAQ search using two words always returns 0 results

 

 
FAQs that contain unexpected characters are not returned in search results

 

717398
Editing a note and clicking the link FAQ button in the search window results in duplicate search inputs

 

 
Pressing <Enter> does not trigger a search in FAQs

 

 

Version History

These release notes are for WHD v12.2.0. Release notes for previous WHD versions include the following:

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The SolarWinds, the SolarWinds & Design, ipMonitor, LANsurveyor, Orion, and other SolarWinds marks, identified on the SolarWinds website, as updated from SolarWinds from time to time and incorporated herein, are registered with the U.S. Patent and Trademark Office and may be registered or pending registration in other countries. All other SolarWinds trademarks may be common law marks or registered or pending registration in the United States or in other countries. All other trademarks or registered trademarks contained and/or mentioned herein are used for identification purposes only and may be trademarks or registered trademarks of their respective companies. Microsoft®, Windows® and SQL Server® are registered trademarks of Microsoft Corporation in the United States and/or other countries.

 

 

 

 

Last modified
05:02, 23 Jun 2016

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