Web Help Desk 12.5 Release Notes

Release date: November 18, 2016

These release notes describe the new features, improvements, and fixed issues in Web Help Desk 12.5. 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 12.5 offers new features and improvements compared to previous releases of WHD.

Improved dashboard

The dashboard includes an updated user interface and performance updates for improved response. The user interface is customizable, more responsive, and draws fewer system resources that improve the overall performance of Web Help Desk.

Ticket approvals in the Tech user interface

The ticket user interface now includes a My Approvals tab where you can provide ticket approvals from within the client ticket. You can open the ticket, review the approval, and vote Yes or No. This is a top feature request from the Thwack community.

Other improvements

  • The Ticket Activity widget located in the dashboard provides information about de-escalated tickets, assisting you with ticket resolution and administration.
  • The Search FAQ function displays accurate results when initiated for the first time.
  • When you edit a client from the Tech user interface, the Primary Location and Other Location drop-down lists now display in descending order.
  • The Notes pop-up window no longer displays the date and time when you created the note.
  • Action rules based on custom fields now trigger correctly.
  • The SolarWinds Orion platform now fully integrates with Web Help Desk in FIPS mode. SolarWinds Orion platform now fully integrates with Web Help Desk in FIPS mode.
  • Notes included in child tickets now display in the parent ticket.
  • An error message no longer displays when you create a client account from the log-in page.
  • The discovery connection attribute mapping now includes the correct path.

New customer installation

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

How to upgrade

You can upgrade from Web Help Desk 12.0.0, 12.01, 12.1.0, 12.2.0, 12.3.0, 12.3.1, 12.4.0, 12.4.1, and 12.4.2 to the latest version. See the WHD Upgrade Guide for instructions. This guide includes detailed steps to help you plan your upgrade, prepare your deployment, and complete your upgrade.

You can download the upgrade package from the SolarWinds Customer Portal.

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 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 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.


Product licensing for new and existing installations

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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 Activate the License for more information.


Windows Server 2003 support

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Effective with this release, Web Help Desk no longer supports Microsoft® Windows Server® 2003.


Fixed issues

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WHD 12.5 fixes the following issues.

Case Number Description
N/A A non-authorized user cannot create multiple Web Help Desk tickets using any user name as a log-in attribute in the API call.

397095

708000

760200

767389

791111

914459

957202

966383

989814

1035994

7050573

The client user interface no longer times out when you submit a ticket.

815999

817670

871471

874060

887975

889620

898404

When you open the Bulk Action Details page, the Requests tab now includes the Problem Search tab.
863174 The Ticket History page no longer displays duplicate entries.
937237 The Reservations calendar no longer displays "Undefined" as the reservation day.

950124

953322

981699

1002501

1023533

1023391

1032570

1043637

An OpenNMS Java deserialization issue is resolved.
967344 The FAQs now display correctly when you click FAQs in the toolbar.
971096 Ticket notes in the Client view now display in the proper order.
972275 A report with a client customer field no longer includes an error in the report.

875320

976997

1033558

The application is now protected against concealed hyperlinks (or clickjacking) in a website.
962548 An issue with executing a blocked task is resolved.

987939

994255

1023443

1030374

1031681

1040365

1056657

Action rules now fire properly when you select more than one multiple choice option.
309078 Action rules fire properly when an Asset Custom Field is used as criteria for a matching condition. This issue was resolved in WHD 12.4.2.

End of life

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To continue to drive innovation and new functionality into our products, SolarWinds must transition customers from legacy versions of software to our current versions.

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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