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Home > Success Center > Web Help Desk (WHD) > SolarWinds WHD 12.5.1 Release Notes

SolarWinds WHD 12.5.1 Release Notes

 

Last updated: June 14, 2017

These release notes describe the new features, improvements, and fixed issues in Web Help Desk 12.5.1. They also provide information about upgrades and describe work-arounds 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.

Improved protocol and port management 

The Server Options setting provides a user interface to manage the HTTP and HTTPS ports from the Web Help Desk Console. You can enable the listening port to listen for HTTP or HTTPS requests, configure the listening port numbers, and create a custom port for generated URL links.

To ensure that all incoming requests use a secure connection, you can redirect HTTP requests to the HTTPS port. When enabled, all incoming requests redirect to a secure HTTPS port. 

Click Setup > General > Server Options to access the interface.  

Brand new look and feel

The new user interface offers a roomy, clean visual design that eliminates visual noise to help you focus on what is important.

Improved keystore management

The Server Options setting also includes Keystore Options. Use this option to create a new Java Keystore (JKS) or a Public-Key Cryptography Standards #12 (PKCS12) KeyStore to store your SSL certificates.

By default, Web Help Desk creates a Java KeyStore when you install the software. Using Keystore Options, you can create a custom JKS to share certificates with other applications or create a PKCS12 KeyStore to store a certificate created using OpenSSL.

Click Setup > General > Server Options to access the interface.  

Improved SSL certificate management 

The Certificates setting allows you to view the SSL certificates in the KeyStore that provide a secure connection between a resource and the Web Help Desk Console. If the resource (such as an Apache Tomcat® web server) requires a key pair and a specific alias name, you can edit the alias name to enable the secure connection. You can also add and delete certificates as required.

Click Setup > General > Certificates to access the interface.

Improved APNS management

The Certificates setting also allows you to monitor your Apple Push Certification Services (APNS) Certificate expiration date and upload a new certificate prior to the expiration date.

APN enables Web Help Desk to send notifications to an Apple device running Web Help Desk Mobile and a supported Apple iOS. When enabled, the device receives SMS text messages each time a customer ticket is created or updated. 

You can register an Apple device and enable SMS e-mail for each tech at Setup > Techs > Techs.

Click Setup > General > Certificates to access the interface.

Improved application support

This release now supports the following applications:

  • Microsoft® Office 365 
  • Microsoft Exchange Server 2016 
  • Microsoft Windows Server® 2016 

Other improvements

  • Apache Tomcat updated to 7.0.77

Product licensing for new and 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. 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 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

For information about installing Web Help Desk, see the Web Help Desk Installation Guide.

Before you upgrade!

If you are upgrading from a previous version, be aware of the following considerations:

  • Beginning with this release, Web Help Desk no longer supports Windows Server 2008 (32- and 64-bit). SolarWinds recommends that you upgrade to Windows Server 2008 R2, 2012, 2012 R2 or 2016 at your earliest convenience.
  • Beginning with this release, Web Help Desk no longer supports Microsoft Hyper-V Server 2008 R2. SolarWinds recommends that you upgrade to Hyper-V Server 2012 R2 SP1 or 2016 at your earliest convenience.

How to upgrade

If you are upgrading from a previous version, use the following resources to plan and implement your upgrade:

  • Use the Product Upgrade Advisor to determine your upgrade path. Based on your current environment and versions, the Product Upgrade Advisor provides an ordered list of how to proceed with the upgrade.
  • If you are upgrading:
  • When you are ready, download the upgrade package from the SolarWinds Customer Portal.

Upgrading your Apache Tomcat software

The SolarWinds Web Help Desk software installer includes Apache Tomcat 7.0.77, which provides enhanced security and is required for this release. When you upgrade your Web Help Desk software, the upgrade procedure replaces the SolarWinds Web Help Desk software installer includes Apache Tomcat 7.0.77, 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 7.0.70 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 assistance, contact SolarWinds Customer Support.

Fixed issues

Web Help Desk 12.5.1 fixes the following issues.

Case number Description
1082011
1115136

FAQs that include special characters now load correctly. 

1103687

An error no longer occurs when upgrading Web Help Desk to the next release.

1092500

Deleted reports no longer remain in a report group.

1089738

The Web Help Desk Administrator Guide was updated to address asset discovery correctly. 

1081083
1095292

You can now delete an FAQ created from a ticket note. 

1047862
1056585

Running Web Help Desk with Microsoft® Internet Explorer® in Compatibility View no longer generates an error. 

987405
988290
995729
1004832
1012611

A ticket report now aggregates tickets from sub-request types.

950639
1023815
1081834

The Department field is now inherited in a child ticket.

937237

The Calendar no longer displays Saturday as "Undefined". 

882023

Mozilla® Firefox® now displays the correct page title in a browser window.

462775
625173
630122
901562
937998
 

Custom fields no longer remain in a ticket after changing the Request Type.

851416
877983
910668
946693
994924

 

The Bulletin Board Code (BBC) ticket link in ticket emails is no longer broken.

403944

Tickets with surveys no longer require an extended amount of time to close.

1085509

You can now select a Location with an extended name in Ticket Details. 

827104
1119125
1158158

 

 

An issue with using Bulk Actions is resolved. 
N/A

A security issue was resolved to prevent a Denial of Service (DoS) attack.

N/A

A security issue was resolved to prevent Web Help Desk from being indexed and displayed in a Google search. 

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 17, 2016: End-of-Life (EoL) Announcement - Customers on Web Help Desk version 12.1 or older 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 older will no longer actively be supported by SolarWinds. February 17, 2018: End-of-Life (EoL) - SolarWinds will no longer provide technical support for Web Help Desk version 12.1 or older.

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Last modified
13:55, 27 Jun 2017

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