WHD 12.7.1 Release Notes

Release date: October 21, 2019

These release notes describe the new features, improvements, and fixed issues in Web Help Desk 12.7.1. 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

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WHD 12.7.1 offers new features and improvements compared to previous WHD releases.

Updated FAQ editor

The updated 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.

>> Learn how to create an FAQ

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.

>> Learn how to review and update your Client profile

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.

>> Learn how to locate a ticket in Client History

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 12.7.1, 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.

Changes to system requirements

This release adds support for the following platforms:

  • Apache Tomcat 9.0.22
  • Microsoft SQL Server 2017
  • Microsoft Windows Server 2019
  • Oracle OpenJDK 11

This release removes support for the following platforms:

  • Apache Tomcat 7.0.90
  • Microsoft Windows Server 2008
  • Oracle Java SE 8
  • Oracle MySQL 5.6

New customer installation

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For information about installing Web Help Desk see the Web Help Desk Installation and Upgrade 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 Installation and 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 9.0.22, 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 9.0.22, 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 9.0.22 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

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WHD 12.7.1 fixes the following issues.

Case Number Description

00386690

The History and Profile tabs in the Client user interface now display tickets using the correct color schemes.

00331821

All action rules are now processed once when you create a ticket.

00308891

00391044

A resolved ticket now include a confirmation button in the user interface.

00345086

Java port 1099 no longer opens by default after an upgrade.

00309456

The Ticket History now displays correctly after an upgrade.

00326223

The ticket history now displays the current status when a client updates a ticket.

00310529

00322987

When a client changes or updates a ticket, the ticket change is now recorded in Ticket History.

00508173

Action rules now run correctly when you update a ticket.

00276856

00306963

An error no longer displays when you reopen a ticket in the Client interface.

00306963

Saving or adding a note to a ticket in the Client interface no longer generates an error.

00302398

00306398

The ticket custom field now calculates the width in characters.

00306398

The ticket custom field now calculates the width in the correct format.

00299612

The ticket custom fields now display when you edit a profile in the Client interface.

00296093

00296724

00297345

00297921

00311158

WHD deployments with a CentOS and Microsoft SQL 2016 database no longer display an error after you upgrade to the latest release.

00276856

00297536

00299159

00301903

00304568

00308173

00313893

WHD no longer hangs after sending emails to Techs with a note.

00299369

An issue with running an SQL search query is resolved.

00297536

00299159

00308891

WHD no longer hangs after adding a note in the Client interface with a plus (+) character.

00298929

You can now view and upload note attachments in the Client interface.

00295519

00308173

00310181

Hidden tech notes are no longer visible in the Client interface

00294996

When you access the case history in the Client interface, the history displays the correct records.

00276856

00297536

00299159

00301903

WHD no longer freezes after you upgrade to WHD 12.7.1.

00291158

00303619

00386690

A rendering issue with the Profile and History tabs is resolved.

00291151

00305462

00306704

00308173

00309137

00312272

00313893

A new client profile displays properly when it includes identical attributes in a deleted profile.

00291158

00303619

The History and Profile tabs display correctly in the WHD Administrator Console.

00276856

00291151

00308173

00309137

00312272

A client search now displays the correct results.

00300256

Java errors no longer display after an action rule is enabled.

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.

1194263

00284080

The Request Detail field now displays the text correctly.

Known issues

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Client cannot view FAQs configured for a specific category
Issue: When a Tech creates an FAQ and selects Specific for any category, a Client cannot view the FAQ.
Work-around: Change all FAQ selections to All and Everyone.

 

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.

 

WHD freezes when you open the General Options page
Issue: When the WHD server is installed behind a firewall without Internet access, WHD freezes when you open the General Options page located at Setup > General > Options.

Work-around: Adjust the network device (firewall) settings to kill the outgoing connection to api.solarwinds.com immediately. Next, adjust the local host resolution settings in the etc\hosts file so communications are redirected to e.g. localhost. This should ensure the fast failure of the request and unblock the General Options page.


End of life

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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

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