Web Help Desk 12.7.10 release notes

Release date: October 21, 2022

These release notes were last updated on August 16, 2024.

These release notes describe the new features, improvements, and fixed issues in Web Help Desk (WHD) 12.7.10. They also provide information about upgrades and describe workarounds for known issues.

New features and improvements

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WHD 12.7.10 offers new features and improvements compared to previous releases of WHD.

Enhanced ticket checklist template

When you create a ticket checklist template, you can now add up to 30 checklist items in the template. Each item description can include up to 100 English characters. You can reorder the checklist items in the template or ticket by dragging and dropping each item instead of recreating the checklist in the correct order.

Updated Apache Tomcat

This release includes Apache Tomcat 9.0.65, which provides additional enhancements to further harden the application. This version replaces Tomcat 9.0.58, which is no longer supported.

Tomcat is an open source software product that creates both a web and application server for your enterprise.

Internal improvements

This release includes additional updates that improve the product stability and functionality.

Changes to system requirements

This release adds support for the following:

• Microsoft SQL Server 2019

• Microsoft Windows 11

• Microsoft Windows Server 2022

• MySQL 8.0

• PostgreSQL 13.7 (External database only)

• PostgreSQL 14.2 (External database only)

• Red Hat Enterprise Linux (RHEL) 8.6

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Fixed issues

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WHD 12.7.10 fixes the following issues.

Case number	Description
N/A	Various security improvements.
00945099	Long URLs entered in the Ticket Details tab > Request Detail field, Latest Notes field, and their corresponding pop-up windows in the ticket list page now text wrap and display correctly in the ticket summary views.
01078990	The JavaScript libraries were updated.
01041645 01127755	Running the Windows Discovery Engine (WMI) now discovers Microsoft-based assets in your network.
01122364 01127058 01127424 01133893 01143465 01149773	WHD no longer displays an unexpected error when using the search function in the Client user interface.
01116377 01130556 01131549 01140843 01142896 01143012 01145110 01152454 01153411 01155512	WHD no longer displays an error when a client clicks the survey link in a ticket email.
01130524 01141895 01143455 01148980 01154141 01159009 01165082	You can now delete messages in the Messages > All Messages tab located in the WHD Administrator Console.
01128223 01149773 01154648 01159116 01166310	WHD no longer displays an error when you open the incoming and outgoing mail history.
01133649 01140492	You can now link an FAQ to a support ticket.
01134090 01148679 01152172 01164331	WHD no longer displays an error when you click a "Yes" or "No" link for an automated approval email in My Inbox.
01154913	WHD no longer displays an error when you click the Back arrow in a new ticket.
01144409	WHD no longer displays an error when you click Report Detail Numbers.
N/A	WHD now validates all email addresses added to the Ticket Details tab > Recipients Cc field. WHD will no longer send ticket emails to invalid email addresses.
01152385	WHD now displays the Request Type drop-down menu when you create a checklist template.
N/A	The ordering of Checklist Items in Checklist Template and Tickets is now working as expected.
N/A	WHD no longer displays an unexpected error when technicians access survey links.
N/A	WHD no longer displays an unexpected error when you use the Web Help desk mobile app to access ticket information.
N/A	WHD no longer displays an unexpected error when you click the account validation email link of a new user.
01179108	WHD no longer displays an unexpected error when you click URLs for directly going to Request Types
N/A	WHD no longer displays an unexpected error when you click the WHD Demo link.
01169091	WHD now displays new images in FAQs.
01181132	WHD no longer displays an error when technicians change the Request Type.
N/A	WHD now sends ticket information to valid email addresses entered in the Recipient CC and BCC fields. No need to manually amend the wrapper configuration after you install the application.

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New customer installation

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For information about installing WHD, see the WHD Installation and Upgrade Guide.

WHD supports Windows Server 2019 and 2022 for production environments and Windows 11 for trial evaluations. These operating system require additional setup to install. See the WHD Installation and Upgrade Guide for instructions.

After you complete the installation, see the WHD Getting Started Guide. This guide picks up right after the installation process and walks you through the initial steps you need to take to start using the application.

WHD no longer includes the additional configuration files required to enable Federal Information Processing Standards (FIPS) mode in the application. To install WHD and enable FIPS, see Enable FIPS in a new deployment in the WHD Administrator Guide.

If you are installing WHD 12.7.10 with FIPS mode disabled, make sure version 12.7.9 is running on the host server before you install. When the installation is completed, enable FIPS mode.

SQL Server database collation requirements

If you plan to use a Microsoft SQL Server database for your deployment, verify that the server collation in your database is set to case insensitive before you run the installer. If it is set to case sensitive, create a new case insensitive database using SQL Server Management Studio.

See Prepare your WHD database in the WHD Administrator Guide for details.

Before you upgrade!

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

• Determine the upgrade path for your WHD deployment.
• If you are upgrading from version 12.7.6 or earlier, upgrade to version 12.7.7 first. This version contains significant updates required for later versions. After you complete the upgrade, then upgrade to version 12.7.10.

How to upgrade

If you are upgrading from a previous version, see the WHD Installation and Upgrade Guide. This guide provides steps and procedures for installing and upgrading WHD in an evaluation, stand-alone, or integrated SolarWinds Platform deployment.

Upgrade your embedded PostgreSQL database

If you are running version 12.7.8 with the embedded PostgreSQL 13.3 database, follow the instructions in the WHD Installation and Upgrade Guide to upgrade your deployment to version 12.7.10.

If you are running version 12.7.6 or earlier with the embedded PostgreSQL 9.x.x database, upgrade to 12.7.7 with PostgreSQL 13.3 first. See How to upgrade Web Help Desk to version 12.7.7 using PostgreSQL as the database for details. When you are finished, follow the instructions in the WHD Installation and Upgrade Guide to upgrade your deployment to version 12.7.10.

Upgrade your FIPS deployment

If FIPS is enabled in your WHD 12.7.2 through 12.7.4 deployment, copy the following files to another location before you upgrade:

• <WebHelpDesk>\bin\nss-x64
• <WebHelpDesk>\conf\additional\fips-140-2

After you copy the files, upgrade to 12.7.5. When you are finished, upgrade to 12.7.10. See the WHD Installation and Upgrade Guide for details.

Install the MySQL JDBC driver

Beginning with WHD 12.7.1, Oracle Java has been replaced with the OpenJDK. This update modifies the directory structure where the MySQL Java Database Connectivity (JDBC) driver is installed. To prevent errors after the upgrade, install the driver on your host server in the new location to prevent errors in the application after the upgrade.

See Install the MySQL JDBC Driver in the WHD Administrator Guide for installation instructions.

Upgrade Your Apache Tomcat software

The software installer includes Apache Tomcat 9.0.65, which provides enhanced security and is required for this release.

When you upgrade your WHD software, the upgrade procedure replaces the <WebHelpDesk>\conf\tomcat_web_template.xml file with an updated file including the Tomcat 9.0.65 settings.

Before you upgrade, 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.

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Known issues

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Issue when performing an advanced ticket or asset search
Issue	When you configure an advanced search in the Ticket or Asset search tab and specify the conditions "Client -> Is" in the first two drop-down menus, the third-drop-down menu becomes unresponsive.
Resolution or Workaround	Refresh the Advanced Search tab window.

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Legal notices

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