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Home > Success Center > Web Help Desk (WHD) > SolarWinds WHD 12.4.2 Release Notes

SolarWinds WHD 12.4.2 Release Notes

Created by Caroline Juszczak, last modified by Steve.Hawkins on Sep 01, 2016

Views: 229 Votes: 0 Revisions: 21

Updated 9/1/2016

These release notes provide additional guidance for SolarWinds® Web Help Desk® 12.4.2.

New Features and Improvements

SolarWinds Web Help Desk 12.4.2 includes the following new features and improvements.

FAQ enhancements

You can now link FAQs to multiple request types and add tech permissions from within the FAQs. This is a top feature request from the thwack community. 

Apache Tomcat upgrade

This release now supports Apache Tomcat 7.0.7.0. This version fixes memory leaks, minimizes system crashes, and provides additional security enhancements. 

Improved diagnostic data collection

This release includes the Health Check Utility. This passive diagnostic tool reads and collects information from your Web Help Desk environment to help you diagnose and resolve issues in your deployment.

Using the Heath Check Utility, you can: 

  • Execute SQL queries on your Web Help Desk database to collect specific data 
  • Collect Web Help Desk database schema metadata for troubleshooting
  • Collect system file logs from the system hosting Web Help Desk
  • Collect operating system, hardware, and virtual appliance information about the system hosting Web Help Desk

After you run the utility, the data is collected and stored into separate output files based on your selected script runner to help you organize your data. 

Fixed Issues

The following list includes customer-reported issues. 

Issue Case Number
Locations now sort correctly in the Other & Primary locations drop-down menus.

811818

893856

The Notes pop-up now displays the creation time. 

905717

907657

936017

940059

947365

959853

980139

982077

985859

998787

The Google Chrome extension now works correctly.  953446

Tech and Client notes now display in the correct order. *

971096
The software installers no longer generate an issue during an upgrade. * 967334
Executing tasks are no longer blocked under certain conditions.  962548
Creating a client using the login page no longer fails. 

985823

989424

1019633

1021853

1028041

The copy function for Request Types now works between parent and child tickets. 

800586
Changing Request Types no longer deletes the subject.  968290

* This issue was resolved in Web Help Desk 12.4.1 Hot Fix 1. 

Upgrading Web Help Desk

You can upgrade from Web Help Desk 12.0.0, 12.01, 12.1.0, 12.2.0, 12.3.0, 12.3.1, and 12.4.1 to the latest version. See Upgrade Web Help Desk to the latest version or the SolarWinds Web Help Desk Admin Guide for more information.

If you are using 12.4.0, you can upgrade to the latest version.

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 (WebHelpDesk)\conf\tomcat_web_template.xml files with updated files that include the Tomcat 7.0.70 settings. 

Before you upgrade your Web Help Desk software, back up your current tomcat_web_template.xml and tomcat_server_template.xml files to an external directory. When the upgrade is completed, add your personal settings to the updated files from your backup files.

Product Licensing for 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.

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.

Version History

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

Legal

Copyright © 2016 SolarWinds Worldwide, LLC. All rights reserved worldwide.

No part of this document may 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 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 SOLARWINDS & Design marks are the exclusive property of SolarWinds Worldwide, LLC and its affiliates, are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other SolarWinds trademarks, service marks, and logos may be common law marks, registered or pending registration in the United States or in other countries. All other trademarks mentioned herein are used for identification purposes only and may be or are trademarks or registered trademarks of their respective companies.

Last modified
15:21, 20 Sep 2016

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