Here's what's new in WHD 12.7.1. 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

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.

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 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 12.7.1, 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

Fixed customer 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.

Installation or upgrade

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

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.

Installing 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.

Upgrading your Apache Tomcat software

The 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 (WebHelpDesk)\conf\tomcat_web_template.xml file with an updated file that includes the Tomcat 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.

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