Upgrade to the latest version

This checklist details the steps for upgrading Web Help Desk from a currently-supported version to the latest version.

Upgrading Web Help Desk may add new tables, but the procedure does not impact your database and database table data. See Database migration options for specific details.

If you have a test or staging environment, we highly recommend testing the upgrade first. You cannot roll back an installation once it's completed.

1. Back up your data.
  1. Back up your WHD server.
  2. Back up any database server associated with WHD.
  3. Navigate to <WebHelpDesk>\conf\ and back up your current tomcat_web_template.xml file to an external directory.

2. Select a database that supports failover clusters

(Optional)

If your deployment requires database management features such as failover clusters, select any supported DBMS except the embedded PostgreSQL database included with WHD. Failover clusters are not available with the embedded PostgreSQL DBMS.

3. Install the database management tools

(SQL Server and MySQL only)

If you use the non-embedded, non-default Microsoft SQL Server or MySQL as your primary database, install the database engine and management tools according to the instructions included with your software.

Install the database on a dedicated drive with at least 20 GB of space to accommodate the database engine, management tools, help desk tickets, and ticket file attachments.

4. Prepare the time zone tables

(MySQL only)

If you use the non-embedded, non-default MySQL as your primary database, install the database and manually populate your time zone system tables with data.

Beginning in version 12.5, you can search for tickets using two new qualifiers:

  • Due Date
  • First Call Resolution

These qualifiers rely on data located in four MySQL system tables:

  • time_zone
  • time_zone_name
  • time_zone_transition
  • time_zone_transition_type

These tables exist when you install MySQL in your deployment, but are not populated by default with data.

WHD requires this data because Due Date and First Call Resolution qualifier logic is implemented from within the database. If the database is missing time zone data, these qualifiers will not work properly.

Be sure to manually populate these system tables with time zone data. See the MySQL website and follow the instructions for MySQL Server time zone support.

You can check the system tables by executing the following query:

SELECT * FROM mysql.time_zone

If the query does not create new table rows, the tables are not populated with data.

5. Enable TCP/IP

(New SQL Serer implementation only)

If you are migrating to Microsoft SQL Server for your primary database, configure the following settings in the SQL Server Configuration Manager.

Setting Value
TCP/IP Protocol Enabled in SQL Server Network Configuration > Protocols for SQL 20xx
IP Address

127.0.0.1 (if installed on the WHD server)

Server IP address (if installed on a separate server)

TCP Port 1433
TCP Dynamic Ports Blank

6. Create and configure your database

(New SQL Server implementation only)

If you are migrating to Microsoft SQL Server for your primary database, configure the following settings in the SQL Server Management Studio for SQL Server to create and configure SQL Server to the WHD database instance.

Setting Value
SQL Server and Windows Authentication Mode Enabled
Login Name whd
SQL Server Authentication: Password

Enabled and configured

SQL Server Authentication: Enforce password policy Disabled
SQL Server Authentication: Enforce password expiration Disabled
SQL Server Authentication: User must change password at next login Disabled
Database name whd
Database owner whd

7. Update your JDBC driver

(macOS only)

Update your Oracle Java Database Connector (JDBC) driver (if applicable).

Beginning in WHD 12.2.0, WHD for macOS includes an embedded Java Virtual Machine (JVM). If you are running an external Oracle JVM, WHD preserves your Java settings during the installation procedure and continues using the external Oracle JVM.

8. Verify all Tech accounts

If you are upgrading to Web Help Desk 12.5.2 or later, ensure that:

  • All techs have Client accounts (authenticated through LDAP) linked to their Tech accounts.
  • All Tech usernames do not match any new or existing Client usernames.
9. Download the installer

Download the latest installer from the Customer Portal.

10. Stop WHD Navigate to the <WebHelpDesk> directory, right-click whd_stop.bat, and select Run as Administrator.
11. Launch the installer
  1. Double-click the new WHD installer.
  2. When prompted, accept the upgrade terms.
  3. Follow the prompts on your screen to complete the upgrade.

    The upgrade procedure replaces the tomcat_web_template.xml file with an updated file that includes the new version settings.

  4. When the upgrade is completed, close all web browsers.
12. Update the Apache Tomcat configuration file
  1. Navigate to <WebHelpDesk>\conf\ and open your new tomcat_web_template.xml file in a text editor.
  2. Open your backup tomcat_web_template.xml file in a text editor.
  3. Apply your personal settings from the backup file to the new file.
  4. Save and close the new file.
  5. Close the backup file.

13. Update the Apache Tomcat server template file

(macOS 10.13.x only)

If your Web Help Desk server is running macOS 10.13.x (High Sierra), turn off GNU zip (gzip) compression in the Apache Tomcat server template file.

See this article for details.

14. Start WHD Navigate to the <WebHelpDesk> directory, right-click whd_start.bat, and select Run as Administrator.
15. Increase the Java Virtual Machine (JVM) memory)

WHD requires additional max heap memory than the JVM default. After you complete the upgrade, increase the MAXIMUM_MEMORY value in the whd.conf file and restart WHD.

See this article for full details.

16. (Optional) Enable FIPS

Configure your WHD deployment for FIPS 140-2 compliant cryptography.FIPS 140-2 compliant cryptography.

See Enable FIPS 140-2 compliant cryptography in the WHD Administrator Guide for system requirements and installation procedures.

After you enable FIPS 140-2 compliant cryptography in your FIPS 140-2 compliant cryptography in your WHD deployment, you cannot revert back to your previous configuration.

17. Check all Tech accounts If you are upgrading to Web Help Desk 12.5.2 or later, ensure that that all techs can access their Tech account through their Client account or their WHD tech username and WHD password.