These release notes provide additional guidance for SolarWinds® Web Help Desk® 12.4.1.
SolarWinds Web Help Desk 12.4.1 includes the following new features and improvements:
The following list includes customer-reported bugs and does not include bugs that were identified and resolved during product development.
|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, |
|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,
|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.
|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 |
|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, |
|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|
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.
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.
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.
where (WebHelpDesk) is your Web Help Desk home directory.
For more information, contact SolarWinds Customer Support.
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.
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