WHD 12.7 Release Notes

Release date: March 11, 2019

These release notes describe the new features, improvements, and fixed issues in Web Help Desk 12.7. 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 Version documentation.

New features and improvements

Return to top

WHD 12.7 offers new features and improvements compared to previous releases of WHD.

Updated Client profile window

The Client Profile window now includes a new interface. You can add custom fields for additional user details, and select a room, location, and department for each user.

Updated FAQ editor

The new Create FAQ editor includes a new interface and provides additional tools for creating and editing your FAQs. The updated editor also allows you to drag and drop images into your Mozilla Firefox and Google Chrome web browsers.

Updated Client History window

The History window in the Client interface now includes filters that allows clients to sort their tickets based on status and request type. The new drop-down menu provides additional sorting options, allowing clients to sort the ticket history by updated status, ID number and subject.

Open Java Development Kit 11

This release includes Open Java Development Kit 11 (OpenJDK 11), an open source implementation of the Oracle Java platform.

Beginning with Web Help Desk 12.7, the Oracle Java SE 8 software will no longer be available for Web Help Desk without a commercial license. All future Web Help Desk releases will include OpenJDK, which is a free and open-source implementation of the Java Platform. See Java SE General FAQs on the Oracle website for details.

Other improvements

  • Apache Tomcat 9.0.13

New customer installation

Return to top

For information about installing Web Help Desk see the Web Help Desk Installation 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 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 software installer includes Apache Tomcat 9.0.13, 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 Tomcat 9.0.13, 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 9.0.13 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.


Fixed issues

Return to top

WHD 12.7 fixes the following issues.

Case Number Description

00131335

Tickets related to assets no longer requires an extended amount of time to display in the user interface.

00172750

Deleted request types now display [D] (Deleted) in the checklist templates.

00189333

00189857

00192435

00205482

Clients can now see tickets for all request types.

00189602

00209652

Request types configured for use as an FAQ category now display properly.

00177609

The MySQL database upgrade no longer fails when you upgrade Web Help Desk to the next release.

00177471

00178180

Archived request types can no longer be selected by clients and techs.

00176350

00177863

00192263

00208425

00211020

Request Type ticket widgets no longer display query processing errors.

00172750

An issue with creating checklist temples is resolved.

Known issues

Return to top

Client UI toolbar selections change color
Issue: When you log in to the Client user interface and click History or Profile, the text in the remaining toolbar options change from white to blue.
Resolution/Work-around: None at this time.

 

URL icons do not display in the Client Ticket History screen
Issue: When you log in to the Client user interface and click History, the URL column does not display link icons for tickets that contain URLs.
Resolution/Work-around: In the Tech interface, click Setup > General > Options and ensure that the Show Icons for Referenceable URLs checkbox is selected.

 

Tech Notes intermittently disappear in the Ticket Details tab
Issue: When you open a ticket and click the Ticket Details page, the ticket notes intermittently disappear in the Notes section.
Resolution/Work-around: None at this time.

 

OpenJDK does not support FIPS mode with TLS 1.2
Issue: OpenJDK 11 and TLS 1.2 conflicts prevent you from running Web Help Desk in FIPS mode.
Resolution/Work-around: None at this time.

End of life

Return to top

Version EoL Annoucement EoE Effective Date EoL Effective Date
12.3

September 12, 2018: End-of-Life (EOL) announcement: 
Customers on WHD 12.3 or earlier should begin transitioning to WHD 12.5 and above.

March 12, 2019: End-of-Engineering (EoE) service releases, bug fixes, workarounds, and service packs for WHD 12.3 or earlier are no longer actively supported by SolarWinds. September 12, 2019: End-of-Life (EoL): SolarWinds no longer provides technical support for WHD 12.3 or earlier.

See the 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.