These release notes provide additional guidance for SolarWinds Web Help Desk v12.3.0.
SolarWinds Web Help Desk v12.3.0 includes the following new features and improvements:
SolarWinds Web Help Desk can now link multiple service requests to one parent ticket to address a repeated issue or task (such as on-boarding a new employee or tracking your IT projects). Additionally, you can pass user data, attachments, and custom fields between parent and child tickets to share data to relevant tasks.
See Creating Parent/Child Service Relationships in the SolarWinds Web Help Desk Admin Guide for more information.
SolarWinds Web Help Desk now includes improved task capabilities. Using tasks, you can now link a new ticket automatically to an existing ticket that triggers an action rule.
See Creating Tasks in the SolarWinds Web Help Desk Admin Guide for information about creating tasks.
See Creating Action Rules for Ticket Processing in the SolarWinds Web Help Desk Admin Guide for information about creating action rules.
See Automating Parent/Child Tickets in the SolarWinds Web Help Desk Admin Guide for information about configuring tasks that initiate by action rules.
|A ticket number is now included in a client email when a tech creates a quick ticket. |
|An issue with cache was resolved. |
|Custom fields now appear when you create a task. |
|A Java error no longer appears when you create an asset report. |
|An inactive technician can now perform a ticket search. |
|A Java error no longer appears when you generate a PDF ticket report. |
|The targeted FAQ now appears when you click "Link FAQ" in the Ticket Details tab. |
|SolarWinds Web Help Desk now redirects to the HTTPS port when configured properly in the whd.conf configuration file. |
|731458, 733809, 732887, 737980, 744512, 748635, 748856|
|The custom CSS templates now operate as designed. |
|You can now customize the Upload button text in the Ticket Details tab. |
|You no longer receive an error when changing the asset type and model of an existing asset under certain conditions after upgrading to version 12.3.0. |
|SolarWinds Web Help Desk now supports Apache Tomcat 220.127.116.11, which provides enhanced security. |
|The Attachments icon in a new or existing ticket now displays correctly. |
|739133, 768967, 784458|
|The client now receives an email when a user or third-party tool sends an API Post request containing specific e-mail recipients. |
|You can now apply a license on a second cluster node. |
|A Java error no longer appears when you create a new ticket and click "Save & Email" under certain conditions. |
|795668, 797057, 797265, 798115|
|A log in issue using SAML 2.0 is resolved, which appeared under certain conditions after a version 12.3.0 upgrade. |
|FAQs with unexpected characters are now returned in search results. |
|Search queries that include AND/OR operators now provide search results. |
|Editing a note and clicking "Link FAQ" in the Search window no longer results in duplicate search inputs. |
|Entering data in the Search window and pressing "Enter" now generates search results. |
|The "Link FAQ" pop-up now sets the category automatically. |
|The "Export All" option now operates as designed for large data sets and no longer exports items in random order. |
|The FAQ option in the user interface is now available when you switch from Client to Tech in Demo Mode. |
|You can now sort client requests by location. |
|You no longer receive an error when adding and moving ticket request types under certain conditions. |
|Chinese characters no longer appear as hash marks (#) in the generated reports. |
|The FAQ Category setting is now set correctly when linking a ticket with a multi-level request type to an FAQ. |
|Latvia currency now appears in Euro units when you select this country as a business zone. |
|The calendar now appears when you click the Date Selector and schedule a date in a Quick Note. |
|All technician names now appear in alphabetical order after you modify a ticket setting. |
|Incorrect statements no longer appear in ticket history when you include a comma in the Display Name Template field in the Client Options screen. |
|A Java error no longer appears when you save a ticket containing new custom fields. |
|The "Force HTTPS" setting logic in the General Options screen now operates as designed. |
|FAQ links are no longer broken when you add quotation marks to FAQ text. |
|FAQ external links are now correct when you modify the DEFAULT_PORT setting in the whd.conf configuration file. |
|The BBCode ticket link is inoperative in emails. |
|Update the whd-web.jar configuration file in your SolarWinds Web Help Desk software with the host name or IP address of your SolarWinds Web Help Desk server. See KB6376 for more information.|
|A Warning dialog box does not appear in a separate window when multiple users simultaneously edit a ticket. |
This issue appears when the following setting located at Setup > Tickets > Options > Tech Options is set to "Warn":
"When an attempt is made to edit a Ticket already being edited in another session"
The SolarWinds Web Help Desk 12.3.0 software installer includes Apache Tomcat 7.0.59, which provides enhanced security and is required for this release. When you install your SolarWinds Web Help Desk software, update your Apache Tomcat software to version 7.0.59 during the installation procedure.
You can upgrade to SolarWinds Web Help Desk v12.3.0 from versions 12.0.0, 12.1.0, and 12.2.0. See the SolarWinds Web Help Desk Admin Guide for more information.
The evaluation version is fully functional for 30 days. After 30 days, you must purchase and apply a new SolarWinds Web Help Desk v12.3.0 license to maintain full functionality.