WHD 12.3 Release Notes

Release date: May 20, 2015

These release notes describe the new features, improvements, and fixed issues in Web Help Desk 12.3. 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 Previous Version documentation.

New features and improvements in WHD

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WHD 12.3 offers new features and improvements compared to previous releases of WHD.

Parent/Child ticket relationships

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.

Automated Ticketing Processes

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 Create Tasks in the SolarWinds Web Help Desk Admin Guide for information about creating tasks.

See Create Action Rules for Ticket Processing in the SolarWinds Web Help Desk Admin Guide for information about creating action rules.

See Automate Parent/Child Tickets in the SolarWinds Web Help Desk Admin Guide for information about configuring tasks that initiate by action rules.

Other improvements

  • First improvement

New customer installation

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For information about installing Web Help Desk, see the Web Help Desk Installation Guide.

How to upgrade

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

Upgrading Your Apache Tomcat Software

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.


Fixed issues

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WHD <Version> fixes the following issues.

Case Number Description
625048 417797 A ticket number is now included in a client email when a tech creates a quick ticket.
609247 An issue with cache was resolved.
539334 Custom fields now appear when you create a task.
751512 A Java error no longer appears when you create an asset report.
717210 749291 An inactive technician can now perform a ticket search.
716856 A Java error no longer appears when you generate a PDF ticket report.
759631 The targeted FAQ now appears when you click "Link FAQ" in the Ticket Details tab.

731458 733809

732887 737980

744512 748635

748856

SolarWinds Web Help Desk now redirects to the HTTPS port when configured properly in the whd.conf configuration file.
746366 The custom CSS templates now operate as designed.
732425 You can now customize the Upload button text in the Ticket Details tab.
726077 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.
774034 786052 SolarWinds Web Help Desk now supports Apache Tomcat 7.0.9.59, which provides enhanced security.

739133 768967

784458

The Attachments icon in a new or existing ticket now displays correctly.
762739 759063 The client now receives an email when a user or third-party tool sends an API Post request containing specific e-mail recipients.
754067 You can now apply a license on a second cluster node.

795668 797057

797265, 798115

A Java error no longer appears when you create a new ticket and click "Save & Email" under certain conditions.
798976 A log in issue using SAML 2.0 is resolved, which appeared under certain conditions after a version 12.3.0 upgrade.

Fixed issues addressed in hot fixes

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Description
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.

Known issues

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Inoperative BBCode ticket link
Issue: The BBCode ticket link is inoperative in emails.
Resolution/Work-around: 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.

 

Multiple users can access a ticket
Issue: 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"

Resolution/Work-around: None.

 

See End of Life Policy for information about SolarWinds product lifecycle phases. For supported versions and EOL announcements for all SolarWinds products, see Currently supported software versions.


Legal notices

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