WHD 12.7.3 release notes
Release date: September 15, 2020
Here's what's new in WHD 12.7.3. 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
New features and improvements in WHD
Updated cryptographic protocol support
This release supports Transport Layer Security (TLS) 1.2 for improved data protection over a network.
Beginning in this release, TLS 1.0 and 1.1 are disabled by default. If you have FIPS mode enabled in your deployment, re-enable TLS 1.1 in the tomcat server template XML file to support your legacy systems.
See New customer installation and How to upgrade for details on how to install and upgrade a FIPS deployment for this release.
Updated error logging
In previous releases, all system errors were recorded in the helpdesk.log and whd-spring.log files located at <WebHelpDesk>/log. Beginning in this release, all system errors are recorded in the whd.log file located in the log directory.
This logging method allows you to locate and review all system errors in one location. You can enable or disable logging in the Log Settings window located at System > General > Logs.
Updated log settings
The Log Settings window includes an updated interface and default log settings. You can set the log settings based on category to track issues in the application. When you restart WHD, all log settings return to their default values, as shown below.
If your organization requires specific log settings and levels, you can modify the default log settings in the logback configuration file. After you edit the file, your default logging settings persist after you restart WHD.
General improvements
- Apache Tomcat has been updated to version 9.0.37
- Oracle OpenJDK has been updated to version 14
Fixed customer issues
| Case number | Description |
|---|---|
| 00412217 00456957 00503671 00503851 00504880 | Web Help Desk no longer hangs when processing an incoming email. |
| 00462484 00466265 | BBCode now displays properly in the client interface, notes, and tickets. |
| 00463630 | A customer survey now includes a valid ticket hyperlink. |
| 00464814 00474655 | Uploading attachments to tickets using the REST API now works correctly. |
| 00493333 00500312 | Upgrading Web Help Desk no longer generates an error. |
| 00546155 00549319 | The Web Help Desk Administrator Console no longer hangs while performing tasks. |
| 00554481 | Ticket links from an email now work properly when running the Web Help Desk Administrator Console in Microsoft Internet Explorer (IE). |
| N/A | Clients no longer see costs in a ticket when Cost Visible to Admin is deselected in the default client admin permissions. |
Installation or upgrade
For information about installing Web Help Desk, see the WHD Installation and Upgrade Guide.
WHD no longer includes the Network Security Services (NSS) libraries and additional configuration files required to enable Federal Information Processing Standards (FIPS) mode in the application. These libraries are located at:
<WebHelpDesk>\bin\nss-x64<WebHelpDesk>\conf\additional\fips-140-2
To install WHD 12.7.3 with FIPS mode disabled, install version 12.7.3 on the host server. After you complete the installation, you cannot enable FIPS in a future release.
To install WHD 12.7.3 with FIPS mode enabled, install version 12.7.2 first. After you complete the installation, upgrade to version 12.7.3 with the FIPS configuration files saved from the 12.7.2 release. When the upgrade is completed, enable FIPS mode.
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.
If FIPS is not enabled in your WHD deployment, no additional configuration is required during the upgrade procedure. However, you cannot enable FIPS in a future release.
If FIPS is enabled in your WHD deployment, copy the following files to another location before you upgrade:
<WebHelpDesk>\bin\nss-x64<WebHelpDesk>\conf\additional\fips-140-2
When you upgrade WHD, copy the directories back to their original locations during the upgrade procedure.
To upgrade with FIPS mode disabled, see the WHD Installation and Upgrade Guide.
To upgrade with FIPS mode enabled, see the WHD Administrator Guide.
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 9.0.37, 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.
End of support
This version of WHD no longer supports the following platforms and features.
Network Security Services (NSS) libraries
WHD no longer includes the Network Security Services (NSS) libraries and additional configuration files required to enable Federal Information Processing Standards (FIPS) mode in the application.
HEAT LANrev
Support for the platform has been removed.
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