Web Help Desk 12.7.11 release notes
Release date: January 18, 2023
These release notes describe the new features, improvements, and fixed issues in Web Help Desk (WHD) 12.7.11. They also provide information about upgrades and describe workarounds for known issues.
Learn more
- To find answers to commonly asked questions, see Frequently Asked Questions.
- For information on the latest hotfixes, see WHD Hotfixes. This release contains all hotfixes from the previous release.
- For release notes for previous WHD versions, see Previous Version documentation.
- For information about requirements, see WHD system requirements.
- For information about working with WHD, see the WHD Administrator Guide.
New features and improvements
WHD 12.7.11 offers new features and improvements compared to previous releases of WHD.
Updated Apache Tomcat
This release includes Apache Tomcat 9.0.68, which provides additional enhancements to further harden the application. This version replaces Tomcat 9.0.65, which is no longer supported.
Tomcat is an open source software product that creates both a web and application server for your enterprise.
Updated PostgreSQL database
This release includes PostgreSQL 13.9, which provides additional security enhancements to further harden the application.
Internal improvements
This release includes additional updates that improve the product stability and functionality.
Fixed issues
WHD 12.7.11 fixes the following issues.
| Case number | Description |
|---|---|
|
N/A |
Unauthorized users can no longer access client location and address information incorporated in a third-party map link. |
|
N/A |
Techs and clients must now log in to Web Help Desk to complete a survey request. |
|
N/A |
Techs with limited access to tickets can no longer view ticket information in the tech and client consoles. |
|
N/A |
Clients with an unverified email address can no longer create a ticket using the Web Help Desk API. |
|
N/A |
Techs without administrator privileges can no longer access email history and related details. |
|
N/A |
Techs can no longer use the Web Help Desk API to access tickets that are not assigned to their tech group. |
|
N/A |
Techs can no longer use the Web Help Desk API to read attachments in tickets that are not assigned to their tech group. |
|
N/A |
Techs can no longer use an unauthorized download URL link to access and read attachments in tickets that are not assigned to their tech group. |
|
01070257 |
When you enter an email address in the Ticket Details tab > Recipients > Cc field, Web Help Desk now verifies the email address format before sending a ticket email. |
|
01187106 |
Clicking a report output icon in the Reports tab or Ticket Details tab no longer generates an Unexpected Error Occurred message. |
|
01186926 01187106 01200139 01206094 |
Clicking Subscribe in the Calendar no longer generates an error. |
|
01200139 |
Clicking a request type link no longer generates an Unexpected Error Occurred message. |
|
01204177 01208484 01219975 |
Ticket note text now wraps correctly in the Notes box. |
|
N/A |
Selecting the offline activation method no longer generates an Unexpected Error Occurred message. |
|
N/A |
Windows Management Instrumentation (WMI) was updated to improve the functionality. |
New customer installation
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 12.7.11 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 12.7.11.
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 12.7.11.
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 13.9 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 12.7.11.
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 12.7.11. 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 9.0.68, 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 9.0.68 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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