Web Help Desk 12.5.1 Release Notes

Release date: June 14, 2017

These release notes describe the new features, improvements, and fixed issues in Web Help Desk 12.5.1. They also provide information about upgrades and describe workarounds for known issues.

Learn more

For information about hotfixes, see Web Help Desk Hotfixes.

For access to previous release notes, see the Previous Version documentation.

For information about requirements, see the Web Help Desk documentation.

For information about configuring your deployment, see the Web Help Desk Administrator Guide.

New features and improvements in WHD

Return to top

WHD 12.5.1 offers new features and improvements compared to previous releases of WHD.

Improved protocol and port management

The Server Options setting provides a user interface to manage the HTTP and HTTPS ports from the Web Help Desk Console. You can enable the listening port to listen for HTTP or HTTPS requests, configure the listening port numbers, and create a custom port for generated URL links.

To ensure that all incoming requests use a secure connection, you can redirect HTTP requests to the HTTPS port. When enabled, all incoming requests redirect to a secure HTTPS port.

Click Setup > General > Server Options to access the interface.

Brand new look and feel

The new user interface offers a roomy, clean visual design that eliminates visual noise to help you focus on what is important.

Improved keystore management

The Server Options setting also includes Keystore Options. Use this option to create a new Java Keystore (JKS) or a Public-Key Cryptography Standards #12 (PKCS12) KeyStore to store your SSL certificates.

By default, Web Help Desk creates a Java KeyStore when you install the software. Using Keystore Options, you can create a custom JKS to share certificates with other applications or create a PKCS12 KeyStore to store a certificate created using OpenSSL.

Click Setup > General > Server Options to access the interface.

Improved SSL certificate management

The Certificates setting allows you to view the SSL certificates in the KeyStore that provide a secure connection between a resource and the Web Help Desk Console. If the resource (such as an Apache Tomcat® web server) requires a key pair and a specific alias name, you can edit the alias name to enable the secure connection. You can also add and delete certificates as required.

Click Setup > General > Certificates to access the interface.

Improved APNS management

The Certificates setting also allows you to monitor your Apple Push Certification Services (APNS) Certificate expiration date and upload a new certificate prior to the expiration date.

APN enables Web Help Desk to send notifications to an Apple device running Web Help Desk Mobile and a supported Apple iOS. When enabled, the device receives SMS text messages each time a customer ticket is created or updated.

Click Setup > General > Certificates to access the interface.

Improved application support

This release now supports the following applications:

  • Microsoft® Office 365
  • Microsoft Exchange Server 2016
  • Microsoft Windows Server® 2016

Other improvements

  • Apache Tomcat updated to 7.0.77

Product licensing for new and existing installations

Return to top

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. 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) 530-8100Call: (866) 530-8100. After your order is processed, you will receive an email with your SolarWinds customer ID (SWID) and password along 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.


Before you upgrade

Return to top

If you are upgrading from a previous version, be aware of the following considerations:

  • Beginning with this release, Web Help Desk no longer supports Windows Server 2008 (32- and 64-bit). SolarWinds recommends that you upgrade to Windows Server 2008 R2, 2012, 2012 R2 or 2016 at your earliest convenience.
  • Beginning with this release, Web Help Desk no longer supports Microsoft Hyper-V Server 2008 R2. SolarWinds recommends that you upgrade to Hyper-V Server 2012 R2 SP1 or 2016 at your earliest convenience.

New customer installation

Return to top

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, use the following resources to plan and implement your upgrade:

Upgrading your Apache Tomcat software

The SolarWinds Web Help Desk software installer includes Apache Tomcat 7.0.77, which provides enhanced security and is required for this release. When you upgrade your Web Help Desk software, the upgrade procedure replaces the SolarWinds Web Help Desk software installer includes Apache Tomcat 7.0.77, 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 7.0.70 settings.

Before you upgrade your Web Help Desk software, 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.

Upgrading your Apache Tomcat server template file

To prevent unauthorized access to your Tomcat server, SolarWinds recommends configuring your tomcat_server_template.xml file using the following procedure. Do not add any additional code or modifications to the file, which may result in system performance issues or errors.

  1. On your Web Help Desk server, navigate to the following directory:
    (WebHelpDesk)/conf
    where (WebHelpDesk) is your Web Help Desk home directory.
  2. In the /conf directory, back up your current tomcat_server_template.xml file to a separate location.
  3. In the /conf directory, open the following file in a text editor:
    tomcat_server_template.xml
  4. In the file, locate and replace all _DHE_ substrings with the following substring:
    _ECDHE_
  5. Save and close the file.

For assistance, contact SolarWinds Customer Support.


Fixed issues

Return to top

WHD 12.5.1 fixes the following issues.

Case Number Description

1082011

1115136

FAQs that include special characters now load correctly.
1103687 An error no longer occurs when upgrading Web Help Desk to the next release.
1092500 Deleted reports no longer remain in a report group.
1089738 The Web Help Desk Administrator Guide was updated to address asset discovery correctly.

1081083

1095292

You can now delete an FAQ created from a ticket note.

1047862

1056585

Running Web Help Desk with Microsoft® Internet Explorer® in Compatibility View no longer generates an error.

987405

988290

995729

1004832

1012611

A ticket report now aggregates tickets from sub-request types.

950639

1023815

1081834

The Department field is now inherited in a child ticket.
937237 The Calendar no longer displays Saturday as "Undefined".
882023 Mozilla® Firefox® now displays the correct page title in a browser window.

462775

625173

630122

901562

937998

Custom fields no longer remain in a ticket after changing the Request Type.

851416

877983

910668

946693

994924

The Bulletin Board Code (BBC) ticket link in ticket emails is no longer broken.
403944 Tickets with surveys no longer require an extended amount of time to close.
1085509 You can now select a Location with an extended name in Ticket Details.

827104

1119125

1158158

An issue with using Bulk Actions is resolved.
N/A A security issue was resolved to prevent a Denial of Service (DoS) attack.
N/A A security issue was resolved to prevent Web Help Desk from being indexed and displayed in a Google search.

End of life

Return to top

Version EoL Annoucement EoE Effective Date EoL Effective Date
12.1 and earlier November 17, 2016: End-of-Life (EoL) Announcement - Customers on Web Help Desk version 12.1 or older should begin transitioning to Web Help Desk version 12.5 and above. February 17, 2017: End-of-Engineering (EoE) - Service releases, bug fixes, workarounds, and service packs for Web Help Desk version 12.1 or older will no longer actively be supported by SolarWinds. February 17, 2018: End-of-Life (EoL) - SolarWinds will no longer provide technical support for Web Help Desk version 12.1 or older.

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

Return to top

© 2019 SolarWinds Worldwide, LLC. All rights reserved.

This document may not 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 prior written consent of SolarWinds. All right, title, and interest in and to the software, services, and documentation are and shall remain the exclusive property of SolarWinds, its affiliates, and/or its respective licensors.

SOLARWINDS DISCLAIMS ALL WARRANTIES, CONDITIONS, OR OTHER TERMS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON THE DOCUMENTATION, INCLUDING WITHOUT LIMITATION NONINFRINGEMENT, ACCURACY, COMPLETENESS, OR USEFULNESS OF ANY INFORMATION CONTAINED HEREIN. 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, SolarWinds & Design, Orion, and THWACK trademarks are the exclusive property of SolarWinds Worldwide, LLC or 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 or are registered or pending registration. All other trademarks mentioned herein are used for identification purposes only and are trademarks of (and may be registered trademarks) of their respective companies.