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Home > Success Center > Web Help Desk (WHD) > SolarWinds WHD 12.4.1 Release Notes

SolarWinds WHD 12.4.1 Release Notes

 

Updated 11/18/2016

These release notes provide additional guidance for SolarWinds® Web Help Desk® 12.4.1.

New Features and Improvements

SolarWinds Web Help Desk 12.4.1 includes the following new features and improvements:

  • Security improvements. Improved security across the application for FIPS-mode SSL connections, which include:
  • Additional security updates. These updates include:
    • User password hashes, integration password hashes, and other static data such as database custom
      fields and stored credentials
    • Detection and indication of system cryptography status
    • Automatic migration of all stored passwords for stronger and more secure cryptography
  • Support for FIPS 140-2 compatible cryptography. For environments where high security standards are required, you can install and configure FIPS 140-2 compatible cryptography to achieve your required level of regulation compliance. The user interface includes a password migration tool to help you migrate techs and clients to FIPS-secure passwords.
  • Additional product improvements. These improvements include:
    • Smarter backup rotations in the Virtual Appliance
    • Oracle® Java™ 8 support
    • Over 100 bug fixes that improve the stability of the application

Fixed Issues

The following list includes customer-reported bugs and does not include bugs that were identified and resolved during product development. 

Issue Case Number
Duplicating an action rule now duplicates an action trigger. 415328
Links to YouTube videos are no longer broken when included in a ticket note. 621960, 705290
Web Help Desk now selects the correct location when adding a company to a request type. 586123
Approval and denial email is now sent to the client or tech for tickets with request types that are not linked with an approval process. 700028, 779562, 794468, 856894,
858255
Searching for a pop-up custom field value now returns the correct value. 465191
The Close button now appears above all messages in the Messages > New Messages screen. 399395, 733872, 755531, 772494,
783947, 816023, 816544, 828164,
835696, 854116
You can now edit an assigned room from within a ticket after you select the "Lock Ticket To Client Location" checkbox in the Setup > Tickets > Options > Ticket Options screen. 450619
Saving a numerical value greater than 999 in an asset custom field no longer generates an error. 798399
The request type text now appears correctly against a dark background color. 779339
You can now access and edit the client admin credentials and automated emails. 809636, 811655, 814160, 813859
Generating a ticket invoice in the Parts & Billing tab no longer includes tech
notes with excessive line breaks.
810897, 811692
You can now access an HTTPS connection to Web Help Desk using the Google® Chrome™ Canary web browser. 814454, 815206, 820467
The Scheduled time and date appear correctly in TSV and PDF ticket
reports.
814246
An error message no longer appears when you click a widget ticket bar chart in the Dashboard screen. 815916, 816798
An error message no longer appears when you access incoming or outgoing email using a Microsoft® Exchange email account. 810773
All ticket notes appear correctly in client tickets and emails. 823475
Action rules using "only if criteria did not match before the ticket was updated" logic no longer executes multiple times when using the REST API. 827765
Web Help Desk no longer crashes during startup when using the full text search feature in Microsoft SQL Server®. 851308
The tech group assignment is automatically selected correctly when not selected in a client ticket. 685112
A Failure error no longer appears when you unlink a task from a parent
ticket and manually run the task from the Setup > Tickets > Tasks > Task Info tab.
831594, 834992, 835526, 836461,
842943
Tickets with preselected parent-level request now appear correctly in a ticket report. 826266
Performing a ticket type search in the Tickets > Search Tickets > Advanced Search tab produces the correct results. 841655, 89030
The Locations values in the client now filter correctly in the client help request window. 812041, 838658, 920317
Plain text emails generated to your outgoing mail account are now formatted correctly 837328, 849309
The tooltip for the Category drop-down menu in the Report Details tab now contains accurate help text. 837452
You can now set the correct billing rates for each country in the Settings > General > Time & Place > Business Zones tab. N/A
You can now set the hourly rate for each country in the Settings > General > Time & Place > Business Zones tab. 872195
You can now select SAML 2.0 as an authentication method in the Setup > General > Authentication Settings screen. 870160
The client secondary locations now sort correctly in the client view. 811818
Tooltips for the Request Type column now appear correctly in the second and subsequent report pages. 877817
The FAQs no longer generate an error when you upgrade from a version prior to 12.0.0. 967334

Upgrading Web Help Desk

You can upgrade from Web Help Desk 12.0.0, 12.01, 12.1.0, 12.2.0, 12.3.0, and 12.3.1 to the latest version. See the WHD Upgrade Guide or the SolarWinds Web Help Desk Admin Guide for more information.

Upgrading your Apache Tomcat software

The SolarWinds Web Help Desk software installer includes Apache Tomcat 7.0.68, which provides enhanced
security and is required for this release. When you upgrade your Web Help Desk software, the upgrade procedure replaces the (WebHelpDesk)\conf\tomcat_web_template.xml file with an updated file that includes the Tomcat 7.0.68 settings. 

Before you upgrade your Web Help Desk software, back up your current tomcat_web_template.xml file to an
external directory. When the upgrade is completed, add your personal settings to the updated file from your backup file.

Upgrading your Apache Tomcat server template file

To prevent unauthorized access to your Tomcat server, SolarWinds recommends configuring your tomcat_server_template.xml file using the following procedure. Do not add any additional code or modifications to the file, which may result in system performance issues or errors.

  1. On your Web Help Desk server, navigate to the following directory:

    (WebHelpDesk)/conf 

    where (WebHelpDesk) is your Web Help Desk home directory.

  2. In the /conf directory, back up your current tomcat_server_template.xml file to a separate location.
  3. In the /conf directory, open the following file in a text editor:   

    tomcat_server_template.xml

  4. In the file, locate and replace all _DHE_ substrings with the following substring:

    _ECDHE_

  5. Save and close the file.

For more information, contact SolarWinds Customer Support.

Product Licensing for existing installations

The evaluation version is fully functional for 30 days. After 30 days, you must purchase and apply a new SolarWinds Web Help Desk license to access all advanced features and additional tech seats based on your purchase.

You can purchase a license online or by contacting Customer Sales at (866) 530-8100. After your order is
processed, you will receive an email with your SolarWinds customer ID (SWID) and password along with your
invoice (if purchased directly). You can use this information to access the Customer Portal, create an account,
download your software, and activate the license in your SolarWinds Web Help Desk software.

See Purchase and activate a SolarWinds Web Help Desk license for more information.

Legal

Copyright © 2016 SolarWinds Worldwide, LLC. All rights reserved worldwide.

No part of this document may be reproduced by any means nor modified, decompiled, disassembled, published or distributed, in whole or in part, or translated to any electronic medium or other means without the written consent of SolarWinds. All right, title, and interest in and to the software and documentation are and shall remain the exclusive property of SolarWinds and its respective licensors.

SOLARWINDS DISCLAIMS ALL WARRANTIES, CONDITIONS OR OTHER TERMS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON SOFTWARE AND DOCUMENTATION FURNISHED HEREUNDER INCLUDING WITHOUT LIMITATION THE WARRANTIES OF DESIGN, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, AND NONINFRINGEMENT. IN NO EVENT SHALL SOLARWINDS, ITS SUPPLIERS, NOR ITS LICENSORS BE LIABLE FOR ANY DAMAGES, WHETHER ARISING IN TORT, CONTRACT OR ANY OTHER LEGAL THEORY EVEN IF SOLARWINDS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

The SOLARWINDS and SOLARWINDS & Design marks are the exclusive property of SolarWinds Worldwide, LLC and its affiliates, are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other SolarWinds trademarks, service marks, and logos may be common law marks, registered or pending registration in the United States or in other countries. All other trademarks mentioned herein are used for identification purposes only and may be or are trademarks or registered trademarks of their respective companies.

Last modified
09:31, 15 Jun 2017

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