Documentation forWeb Help Desk

Web Help Desk 12.7.7 Release Notes

Release date: November 30, 2021

These release notes describe the new features, improvements, and fixed issues in Web Help Desk 12.7.7. They also provide information about upgrades and describe workarounds for known issues.

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New features and improvements

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Web Help Desk 12.7.7 offers new enhancements and improvements compared to previous releases.

Updated PostgreSQL database

This release includes PostgreSQL 13.3, which provides additional enhancements to further harden the application.

When you upgrade to Web Help Desk 12.7.7, you can run a database update tool included with the release that automatically upgrades your existing PostgreSQL database to version 13.3.

Improved location search

Beginning in this release, you can search for a location using a wildcard (*) symbol. This format allows you to search for a location that end, begins, or contains the location name.

New asset management bulk delete

Bulk actions allow you to apply a set of changes to multiple assets. Beginning in this release, you can select and delete multiple asset types and manufacturers in the Web Help Desk Administrator Console.

Create and view companies using API calls

Beginning in this release, you can create, update, delete, and search for companies using API calls.

Updated tech permissions for accessing SolarWinds Integration

Beginning in this release, techs without administrator privileges cannot access or set up a SolarWinds Orion alert integration with the Orion Platform. The new permission requirement ensures that only authorized personnel can manage this connection.

New security improvements in Web Help Desk

Web Help Desk 12.7.7 offers the following new security improvements compared to previous Web Help Desk releases:

  • Improvements to help prevent Denial of Service Attacks (DoS)

  • Improvements to prevent URL parameter abuse

Internal improvements

This release includes additional updates that improve the product stability and functionality.


New customer installation

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See the Web Help Desk Installation and Upgrade Guide for details about installing Web Help Desk. After you complete the installation, see the Web Help Desk 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.

Web Help Desk no longer includes the additional configuration files required to enable Federal Information Processing Standards (FIPS) mode in the application. To install Web Help Desk and enable FIPS, see Enable FIPS in a new deployment located in the Web Help Desk Administrator Guide.

To install Web Help Desk 12.7.7 with FIPS mode disabled, install version 12.7.7 on the host server. 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 Web Help Desk database in the Web Help Desk Administrator Guide for details.

How to upgrade

If you are upgrading from a previous version, see the Web Help Desk Installation and Upgrade Guide. This guide provides steps and procedures for installing and upgrading Web Help Desk in an evaluation, stand-alone, or integrated Orion deployment.

Upgrade your FIPS deployment

If FIPS is enabled in your Web Help Desk 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

When you are finished, upgrade to 12.7.5, and then upgrade to 12.7.7.

See the Web Help Desk Installation and Upgrade Guide for details.

Install 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 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 Web Help Desk Administrator Guide for installation instructions.

Upgrade your Apache Tomcat software

The software installer includes Apache Tomcat 9.0.48, 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 9.0.48 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.


Fixed issues

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Web Help Desk 12.7.7 fixes the following issues.

Case Number Description

00023230

00520597

00772544

Web Help Desk no longer allows techs without permission to change ticket priority or status using bulk action.

00036982

00060943

00617340

00887442

Action rules now run correctly when uploading attachments.

00589140

Techs without administrative privileges can no longer access SolarWinds Integration in the web console.

00229961

00239678

When you create a ticket, any text entered in the Detailed Instructions field now displays correctly in the ticket and corresponding emails.

00833258

00858309

FAQs no longer display HTML formatting tags.

00840285

You can now download attachments that include Hebrew characters in the file name.

00810240

Request types now display in alphabetical order.

00876194

When a client updates a ticket, a yellow indicator now displays next to the assigned tech in the ticket lists.

00870249

When a tech edits an FAQ, the tech can now click View Source and append the FAQ with a new line of text.

00860787

Clients can now download an attachment with a .pcap file extension.

00868771

When you create a ticket with an action rule based on a location, the corresponding action rule will now trigger based on the selected location.

00882870

When you upgrade from version 12.7.6 and earlier to 12.7.7, the embedded PostgreSQL database now upgrades correctly.

00883161

00883692

Emails are no longer delayed when a process is triggered in the Web Help Desk Administrator Console.

00864393

Clients with missing required fields in their profile can now log in to Web Help Desk using an SSO connection.

00821151

Clients can now access all tickets with long URLs in the Client interface.

00873854

Updating a location no longer changes the default priority.

00893792

Request types now display in descending order.

00901435

You can now search for a location using a wildcard (*) in the following formats:

  • *example - Displays all locations that end with "example"

  • example* - Displays all locations that begin with "example"

  • *example* - Displays all locations that contain "example"

00801739

The application no longer generates an error when navigating in the web console.

00899190

Request types now display in descending order after appending a ticket custom field.

00899712

Tickets that include request details and notes with BBCode now display correctly when exported to a PDF.

00899711

Ticket notes with tables now display correctly in the client email.

00902371

FAQs now display correctly for all techs without administrator privileges.

00862456

Pages with scrollable content now render correctly in the client interface.

00910350

The FAQ index now displays FAQs correctly in the web console.

00912162

An action rule now changes a request type when triggered.

00838063

00854458

An error no longer displays when you generate a PDF of any ticket that contains an invalid link.

00916788

Web links are no longer broken in the tickets review page and ticket emails sent to clients.

00926016

An error no longer displays when you open an attachment in the Client console during a ticket approval.


Legal notices

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