Web Help Desk 12.7.2 release notes
Release date: April 14, 2020
These release notes were last updated on August 16, 2024.
These release notes describe the new features, improvements, and fixed issues in (Undefined variable: SuccessCenter.ProductLong) 12.7.2 They also provide information about upgrades and describe workarounds for known issues.
If you are looking for previous Web Help Desk release notes, see the Previous Version documentation.
If you are looking for a hotfix, see Web Help Desk Hotfixes.
New features and improvements
Web Help Desk 12.7.2 offers new features and improvements compared to previous releases of Web Help Desk.
Modern Authentication for Office 365 email accounts
You can now set up a new incoming email account with Modern Authentication to access Microsoft Exchange Web Services (EWS) and your Office 365 email. This authentication method uses Multi-factor Authentication (MFA), Open Authentication (OAuth) 2.0, and conditional access policies (such as Azure Active Directory Conditional Access) to access your incoming email account. When the configuration is completed, all email correspondence transmitted between Office 365 and Web Help Desk is secure from unauthorized users.
OAuth is an open-standard authorization protocol used by websites and applications to enable Internet users to access resources without providing a password. MFA is an authentication method that grants user access to a resource after they present two or more pieces of evidence (or factors) to an authentication mechanism—for example, a password and a secret code.
Enabling Modern Authentication requires a Microsoft Azure account. See the Microsoft Azure website located at azure.microsoft.com for details.
>> Learn how to set up Modern Authentication for Office 365 email accounts
Ticket approvals added to ticket history
All ticket approvals are now recorded in the ticket history. Each approval displays as a new entry, and includes the approver name and step in the approval process.
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 platforms:
- Apache Tomcat 9.0.31
New customer installation
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.
Installing the MySQL JDBC driver
Beginning with Web Help Desk 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 Web Help Desk Administrator Guide for installation instructions.
Upgrading your Apache Tomcat software
The software installer includes Apache Tomcat 9.0.31, 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 9.0.31settings.
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.
Fixed issues
Web Help Desk 12.7.2 fixes the following issues.
| Case Number | Description |
|---|---|
|
00124250 00156799 00273507 00273638 00458955 |
Uploading files into Web Help Desk running Apple Safari 9 no longer generates an error. |
|
00262318 00267304 00268765 00269494 00273638 |
Uploading files into Web Help Desk running Google Chrome no longer displays an empty file in the pop-up window. |
|
00466265 |
Text modified with BBCode displays correctly in the client notes and tickets. |
|
00291158 00303619 00386690 |
The Web Help Desk Web Console now displays correctly in Microsoft Edge. |
|
00385996 |
All users cannot log in to Web Help Desk using an old password. |
|
00403424 |
The Custom Fields settings in Ticket Details no longer overlap after adding an attachment to a ticket. |
|
00416080 00421284 |
You can now search for and locate a ticket based on the request detail and history. |
|
00466265 |
BBCode formatting now displays correctly in the client interface. |
|
00418525 |
After you enable FIPS, Web Help Desk no longer generates a connection error. |
|
00442515 00466204 00450165 |
An issue with linking to request types is resolved. |
|
00435354 |
You can now add client email addresses that include special characters. |
|
00450165 00410062 00454679 |
An error message no longer displays when you resolve an email address in a ticket. |
|
00446523 |
You can now locate and sort a list of clients in the Web Help Desk Administrator Console. |
|
00462484 00466265 |
When you open a ticket and modify the Request Detail field text with BBCode, the text displays in the correct font size. |
|
00427360 |
An issue with loading Web Help Desk pages is resolved. |
|
00455870 |
Clients can now edit tickets created by other clients in the same location. |
|
00427457 00437544 |
Completing a customer survey no longer delays the ticket closing process. |
|
00472406 |
Client administrators with View Only permissions can no longer edit, reopen, or cancel tickets. Client administrators with Edit permissions:
|
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