Web Help Desk 12.7.2 Release Notes

Release date: April 14, 2020

Last updated: September 16, 2020

These release notes describe the new features, improvements, and fixed issues in Web Help Desk 12.7.2 They also provide information about upgrades and describe workarounds for known issues.

If you are looking for previous release notes for Web Help Desk, see the Previous Versions documentation.

A hotfix is available for this release. See the Web Help Desk 12.7.2 Hotfix 1 Release Notes for details.

New features and improvements

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Web Help Desk 12.7.2 offers new features and improvements compared to previous releases of Web Help Desk.

Modern Authentication for Office 365 e-mail accounts

You can now set up a new incoming e-mail account with Modern Authentication to access Microsoft Exchange Web Services (EWS) and your Office 365 e-mail. This authentication method uses Multi-factor Authentication (MFA), Open Authentication (OAuth) 2.0, and conditional access policies (such as Azure Active Directory Conditional Access) to access your incoming e-mail account. When the configuration is completed, all e-mail correspondence transmitted between Office 365 and Web Help Desk is secure from unauthorized users.

OAuth is an open-standard authorization protocol used by websites and applications to enable Internet users to access resources without providing a password. MFA is an authentication method that grants user access to a resource after they present two or more pieces of evidence (or factors) to an authentication mechanism—for example, a password and a secret code.

Enabling Modern Authentication requires a Microsoft Azure account. See the Microsoft Azure website located at azure.microsoft.com for details.

>> Learn how to set up Modern Authentication for Office 365 e-mail accounts

Ticket approvals added to ticket history

All ticket approvals are now recorded in the ticket history. Each approval displays as a new entry, and includes the approver name and step in the approval process.

Internal improvements

This release includes additional updates that improve the product stability and functionality.

Changes to system requirements

This release adds support for the following platforms:

  • Apache Tomcat 9.0.31

New customer installation

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See the Web Help Desk Installation and Upgrade Guide. This guide includes checklists to help you prepare and complete your upgrades, gotchas, and troubleshooting steps.

How to upgrade

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

Installing the MySQL JDBC driver

Beginning with Web Help Desk 12.7.1, Oracle Java is replaced with the Open Java Development Kit (OpenJDK). This update modifies the directory structure where the MySQL JDBC driver is installed. To prevent errors after the upgrade, install the driver on your host server in the new location to prevent errors in the application after the upgrade.

See Install the MySQL JDBC Driver in the Web Help Desk Administrator Guide for installation instructions.

Upgrading your Apache Tomcat software

The software installer includes Apache Tomcat 9.0.31, 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 9.0.31settings.

Before you upgrade, 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

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Web Help Desk 12.7.2 fixes the following issues.

Case Number Description

00124250

00156799

00273507

00273638

00458955

Uploading files into Web Help Desk running Apple Safari 9 no longer generates an error.

00262318

00267304

00268765

00269494

00273638

Uploading files into Web Help Desk running Google Chrome no longer displays an empty file in the pop-up window.

00466265

Text modified with BBCode displays correctly in the client notes and tickets.

00291158

00303619

00386690

The Web Help Desk Web Console now displays correctly in Microsoft Edge.

00385996

All users cannot log in to Web Help Desk using an old password.

00403424

The Custom Fields settings in Ticket Details no longer overlap after adding an attachment to a ticket.

00416080

00421284

You can now search for and locate a ticket based on the request detail and history.

00466265

BBCode formatting now displays correctly in the client interface.

00418525

After you enable FIPS, Web Help Desk no longer generates a connection error.

00442515

00466204

00450165

An issue with linking to request types is resolved.

00435354

You can now add client e-mail addresses that include special characters.

00450165

00410062

00454679

An error message no longer displays when you resolve an e-mail address in a ticket.

00446523

You can now locate and sort a list of clients in the Web Help Desk Administrator Console.

00462484

00466265

When you open a ticket and modify the Request Detail field text with BBCode, the text displays in the correct font size.

00427360

An issue with loading Web Help Desk pages is resolved.

00455870

Clients can now edit tickets created by other clients in the same location.

00427457

00437544

Completing a customer survey no longer delays the ticket closing process.

00472406

Client administrators with View Only permissions can no longer edit, reopen, or cancel tickets.

Client administrators with Edit permissions:

  • Can edit, reopen, and cancel tickets.
  • Cannot reopen tickets if "Clients Can Reopen Closed Tickets" is not enabled in Setup > Tickets > Status Types.
  • Cannot cancel tickets if "Enable Cancellation By Client" is not selected in Setup > Tickets > Options.

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