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Home > Success Center > Web Help Desk (WHD) > SolarWinds WHD 12.5 Release Notes

SolarWinds WHD 12.5 Release Notes

Created by Steve.Hawkins, last modified by Steve.Hawkins on Nov 18, 2016

Views: 397 Votes: 0 Revisions: 101

Last updated: November 18, 2016

These release notes describe the new features, improvements, and fixed issues in this release.

New features and improvements

Improved dashboard

The dashboard includes an updated user interface and performance updates for improved response. The user interface is customizable, more responsive, and draws fewer system resources that improve the overall performance of Web Help Desk.

Ticket approvals in the Tech user interface

The ticket user interface now includes a My Approvals tab where you can provide ticket approvals from within the client ticket. You can open the ticket, review the approval, and vote Yes or No. This is a top feature request from the Thwack community.

approvals.png

Other improvements

This release also includes the following improvements: 

  • The Ticket Activity widget located in the dashboard provides information about de-escalated tickets, assisting you with ticket resolution and administration. 
  • The Search FAQ function displays accurate results when initiated for the first time.
  • When you edit a client from the Tech user interface, the Primary Location and Other Location drop-down lists now display in descending order.
  • The Notes pop-up window no longer displays the date and time when you created the note. 
  • Action rules based on custom fields now trigger correctly.
  • The SolarWinds Orion platform now fully integrates with Web Help Desk in FIPS mode. SolarWinds Orion platform now fully integrates with Web Help Desk in FIPS mode.
  • Notes included in child tickets now display in the parent ticket. 
  • An error message no longer displays when you create a client account from the log-in page. 
  • The discovery connection attribute mapping now includes the correct path. 

New customer installation

For information about installing Web Help Desk, see the Web Help Desk Getting Started Guide

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.

Windows Server 2003 support

Effective with this release, Web Help Desk no longer supports Microsoft® Windows Server® 2003.

End-of-Life (EoL) product announcements

To continue to drive innovation and new functionality into our products, SolarWinds must transition customers from legacy versions of software to our current versions. See the currently supported software versions for details. 

How to upgrade

You can upgrade from Web Help Desk 12.0.0, 12.01, 12.1.0, 12.2.0, 12.3.0, 12.3.1, 12.4.0, 12.4.1, and 12.4.2 to the latest version. See the WHD Upgrade Guide for instructions. This guide includes detailed steps to help you plan your upgrade, prepare your deployment, and complete your upgrade.

You can download the upgrade package from the SolarWinds Customer Portal.

Upgrading your Apache Tomcat software

The SolarWinds Web Help Desk software installer includes Apache Tomcat 7.0.70, 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 7.0.70, 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 fixes the following issues.

Case number Description
N/A

A non-authorized user cannot create multiple Web Help Desk tickets using any user name as a log-in attribute in the API call.

 

397095, 708000, 760200, 767389, 791111, 914459, 957202, 966383, 989814, 1035994, 7050573

The client user interface no longer times out when you submit a ticket.

 

815999, 817670, 871471, 874060, 887975, 889620, 898404

When you open the Bulk Action Details page, the Requests tab now includes the Problem Search tab. 

863174

The Ticket History page no longer displays duplicate entries. 

937237

The Reservations calendar no longer displays "Undefined" as the reservation day. 

950124, 953322, 981699, 1002501, 1023533, 1023391, 1032570, 1043637

An OpenNMS Java deserialization issue is resolved.

967344

The FAQs now display correctly when you click FAQs in the toolbar.

971096

Ticket notes in the Client view now display in the proper order.

972275

A report with a client customer field no longer includes an error in the report.

875320, 976997, 1033558

The application is now protected against concealed hyperlinks (or clickjacking) in a website.

962548

An issue with executing a blocked task is resolved.

987939, 994255, 1023443, 1030374, 1031681, 1040365, 1056657

Action rules now fire properly when you select more than one multiple choice option. 

309078

Action rules fire properly when an Asset Custom Field is used as criteria for a matching condition. This issue was resolved in WHD 12.4.2.

Version History

SolarWinds Web Help Desk 12.4.2 Release Notes

SolarWinds Web Help Desk 12.4.1 Release Notes

SolarWinds Web Help Desk 12.4.0 Release Notes

SolarWinds Web Help Desk 12.3.1 Release Notes

SolarWinds Web Help Desk 12.3.0 Release Notes

SolarWinds Web Help Desk 12.2.0 Release Notes

SolarWinds Web Help Desk 12.1.0 Release Notes

SolarWinds Web Help Desk 12.0.1 Release Notes

SolarWinds Web Help Desk 12.0.0 Release Notes

SolarWinds Web Help Desk 11.2.1 Release Notes

SolarWinds Web Help Desk 11.2.0 Release Notes

Legal notices

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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.

 

 

 

 

 

Last modified
08:26, 15 Nov 2016

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