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Home > Success Center > Web Help Desk (WHD) > SolarWinds WHD 12.5.2 Release Notes

SolarWinds WHD 12.5.2 Release Notes

 

Last updated: November 16, 2017

These release notes describe the new features, improvements, and fixed issues in SolarWinds® Web Help Desk 12.5.2. They also provide information about upgrades and describe workarounds for known issues.

New features and improvements

Read this section for descriptions of the new features and improvements Web Help Desk offers in this release.

Clickjacking protection

This release prevents malicious code from redirecting a hyperlink in the Web Help Desk user interface to an unauthorized third-party website or resource.

Secure password reset logic

After you click Forgot Password on the Log In screen, Web Help Desk verifies your current email address and redirects you back to the application using a secure connection to reset your password. 

Improved LDAP security

Web Help Desk now prevents unauthorized LDAP client account users from logging in to an LDAP tech account with an identical user name. In version 12.5.1 and earlier, Web Help Desk used separate methods to provide LDAP authentication for techs and clients. After you install this release, the tech LDAP authentication functionality is removed. All techs who used this functionality will have their WHD password reset and receive an email with steps to log in to Web Help Desk.

See Unauthorized clients can log in to a Tech account using LDAP authentication for details. 

Before you install this upgrade, ensure that all techs have client accounts (authenticated through LDAP) linked to their tech accounts. Also ensure that all tech usernames do not match any new or existing client usernames. After the upgrade, all techs must access their tech account using their client account or their WHD tech username and WHD password (which can be reset using the secure password reset logic).

Updated Apache Tomcat

This release supports Apache® Tomcat® 7.0.82 for improved security. See the Apache Tomcat website for details.

Product licensing for new and existing installations

The evaluation version is fully functional for 14 days. After 14 days, you must purchase and apply a 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 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.

New customer installation

If you are a new customer installing Web Help Desk for the first time, see the Web Help Desk Installation Guide. This guide provides information about:

  • Installing Web Help Desk in a stand-alone or Orion Platform deployment
  • System requirements
  • Planning your deployment 
  • Installing the software 

How to upgrade

If you are upgrading from a previous version, see the Web Help Desk Upgrade Guide. This guide includes checklists to help you prepare and complete your upgrades, gotchas, and troubleshooting steps.

Upgrade your Apache Tomcat software

The SolarWinds Web Help Desk software installer includes Apache Tomcat 7.0.82, 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 7.0.82 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.

Fixed issues

Web Help Desk 12.5.2 fixes the following issues.

Case number Description
1159316

The Office 365 connector now supports subfolders.

1194263

The Request Detail field in the Ticket Details tab now wraps text correctly.

1184989 

1188078

1192837

1192998

1194991

1195042

1195987

1196356

1196481

1196814

1201453

1204634

1204907

1207375

1208146

1214929

1219236

1227561

1239670

1243547

1243605

Tickets linked to a survey now close properly after you change the status to Resolved.

1183475

1184118

1189449

1189599

The embedded PostgreSQL database upgrade no longer fails when you upgrade Web Help Desk.

1175905

The Microsoft SQL Server database upgrade no longer fails when you upgrade Web Help Desk.

1057959

1172535

Tickets restricted to a location group can no longer be accessed by users in another location group.

875320

976997

1033558

1122923

1194041

Web Help Desk is now protected from the Clickjacking vulnerability.

End of life

See End of Life Policy for information about end of life and end of engineering for SolarWinds products.

EoL Announcements EoE Effective Dates EoL Effective Dates
November 14, 2017: End-of-Life (EoL) announcement: Customers on Web Help Desk version 12.2 or earlier should begin transitioning to Web Help Desk version 12.5 and above. February 14, 2017: End-of-Engineering (EoE): Service releases, bug fixes, workarounds, and service packs for Web Help Desk version 12.2 or earlier are no longer actively supported by SolarWinds. November 14, 2018: End-of-Life (EoL): SolarWinds no longer provides technical support for Web Help Desk version 12.2 or earlier.
November 17, 2016: End-of-Life (EoL) announcement - Customers on Web Help Desk version 12.1 or earlier should begin transitioning to Web Help Desk version 12.5 and above. February 17, 2017: End-of-Engineering (EoE): Service releases, bug fixes, workarounds, and service packs for Web Help Desk version 12.1 or earlier are no longer actively supported by SolarWinds. February 17, 2018: End-of-Life (EoL): SolarWinds no longer provides technical support for Web Help Desk version 12.1 or earlier.

Legal notices

© 2017 SolarWinds Worldwide, LLC. All rights reserved.

This document may not 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 prior 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 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.

 

 

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