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WHD 12.7.10 release notes

Release date: October 21, 2022

Here's what's new in WHD 12.7.10. You can find the applicable system requirements here.

To view release notes, system requirements, and product guide PDFs for supported versions of WHD, see WHD previous versions. To view release notes for multiple versions and multiple SolarWinds Platform products on a single page, see the release notes aggregator.

New features and improvements in 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.

General improvements

  • Apache Tomcat has been updated to version 9.0.65
  • Support for the following has been added:
    • 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

Fixed customer 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.

Installation or upgrade

See the WHD Installation and Upgrade Guide for details about installing WHD. 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 start using the application.

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.

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 located 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.

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 located outside the continental United States, contact Technical Support for assistance with upgrading to WHD 12.7.10 with the embedded PostgreSQL 13.3 database.

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 WHD 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 is replaced with the Open Java Development Kit (OpenJDK). This update modifies the directory structure where the MySQL 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.

Beginning with WHD 12.7.1, Oracle Java is replaced with the Open Java Development Kit (OpenJDK). This update modifies the directory structure where the MySQL 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.

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