Web Help Desk 12.7.8 release notes
Release date: March 7, 2022
These release notes were last updated on August 16, 2024.
These release notes describe the new features, improvements, and fixed issues in Web Help Desk 12.7.8. They also provide information about upgrades and describe workarounds for known issues.
Learn more
- For information on the latest hotfixes, see WHD Hotfixes. This release includes all hotfixes from the previous version.
- For release notes for previous WHD versions, see Previous Version documentation.
- For information about requirements, see WHD 12.7.8 system requirements.
- For information about working with WHD, see the WHD Administrator Guide.
New features and improvements
WHD 12.7.8 offers new features and improvements compared to previous releases.
Updated Apache Tomcat
This release includes Apache Tomcat 9.0.56, which provides additional enhancements to further harden the application. This version replaces Tomcat 9.0.48, which is no longer supported.
Tomcat is an open source software product that creates both a web and application server for your enterprise.
Updated Open Java Development Kit
This release includes Microsoft Open Java Development Kit (OpenJDK) 11.0.11.9.1. OpenJDK is an open source implementation of the Oracle Java platform.
Other improvements
This release includes additional updates that improve the product stability and functionality.
Fixed issues
WHD 12.7.8 fixes the following issues.
| Case Number | Description |
|---|---|
|
00583490 |
When you create a new task and link the task element to a parent, the Task Elements tab no longer closes when you select all or no inherent values. |
|
00259582 |
Parent ticket fields are now inherited correctly when a child ticket is generated from a task. |
|
00247252 00569857 |
A tech assigned as a group manager with "Limit to Assigned Tech Groups" permissions can now open tickets. |
|
00929282 |
You can now export a list of clients to a TSV more than once in succession. |
|
00389062 |
The ticket checklist now displays in the correct order. |
|
00477444 |
You can now download attachments to tickets in the Client interface. |
|
00549203 |
Clients are no longer prompted to re-enter a location if they selected a location in a previous session. |
|
00545995 |
When an action rule assigns a ticket to a Level 2 tech group, the assignment algorithm now assigns the ticket to a Level 2 tech or leaves the assignment open if the previous tech is not in a Level 2 tech group. |
|
00493178 |
An action rule with no ticket modifications now displays "Applied Action Rule" when the rule is executed. Additionally, no errors are saved in Ticket History. |
|
00549203 |
Updating the email address in a Client profile no longer generates an error message. |
|
00746631 |
You can now enter an SMTP authentication password using up to 120 characters. |
|
00898817 |
Ticket emails are no longer sent individually to Cc and Bcc recipients. |
|
00903900 00917705 |
A vulnerability with remote access restrictions has been resolved. |
|
00918805 |
The Web Help Desk server can now load the application without an outbound Internet connection. |
|
00874416 00938353 00945414 00947668 |
An administrator can now use the Microsoft Azure directory to authorize incoming email that requires administrator consent. |
|
00870201 |
Clients can now edit assets discovered during a search. |
|
00932188 |
Adding a client administrator to a department no longer generates an error. |
|
00940718 |
When you create a new checklist at Setup > Tickets > Checklist Templates and click the Automatically Assign To Request Type drop-down menu, the request types now display in the correct order. |
|
00933698 |
The Attribute Mappings tab located at Setup > Clients > AD/LDAP Connections no longer displays HTML tags. |
|
00933622 |
The request types in the email templates now display in the correct order. |
|
00948813 |
Guests can no longer view FAQs assigned to techs and clients. |
|
00940738 |
Problem types associated with FAQs are now visible in the FAQ RSS news feed. Additionally, edited FAQs are no longer removed from the RSS news feed. |
|
00945049 |
Clicking the toggle flag icon in a ticket now saves the flag without saving the ticket. |
|
00917481 00953540 00993361 |
You can now download a list of tickets to a TSV file. |
|
00924124 |
A runtime error no longer displays in the user interface. |
|
00934970 00945209 00977915 00990909 |
Dashboard widgets now display the correct data when performing a location query. |
|
00933625 |
Techs can no longer view assets or run an asset report without the proper permissions. |
|
00914539 |
Server errors no longer display in the client user interface. |
|
00952198 |
Techs can now view ticket updates generated by a client. |
|
00903045 |
Uploading Dameware chat details and screenshots to Web Help Desk no longer generates an error. |
|
00893683 |
When you are CCd on a ticket with an attachment, you can now download the attachment without an authorization error. |
|
00963258 |
The Priority drop-down menu in the Ticket Details tab now displays all ticket priority types in the correct order. |
|
00966549 |
The tech preview screen now includes active web links. |
|
00939851 |
Dashboard widgets now sort information in descending order based on the day of the week. |
|
00959770 00964501 |
Techs can now view all FAQs created by techs and clients. |
|
00956441 |
Web Help Desk no longer freezes temporarily after you log in using HTTPS. |
|
00974616 |
When you create a new ticket, change the default location and request type, and save the ticket, Web Help Desk now selects the correct priority type. |
|
00889682 |
Web Help Desk now generates an error when you import a purchase order without a model. |
|
00929282 |
You can now export more than one list of companies and locations to a tab separated value (TSV) file or Microsoft Excel spreadsheet. |
CVEs
SolarWinds would like to thank our Security Researchers below for reporting on the issue in a responsible manner and working with our security, product, and engineering teams to fix the vulnerability.
| CVE-ID | Vulnerability Title | Description | Severity | Credit |
|---|---|---|---|---|
| CVE-2021-35251 | Sensitive Data Disclosure Vulnerability | Sensitive information could be displayed when a detailed technical error message is posted. This information could disclose environmental details about the Web Help Desk installation. | Medium | Anthony Meluso |
New customer installation
For information about installing Web Help Desk, see the Web Help Desk Installation and Upgrade Guide.
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 12.7.8 with FIPS mode disabled, install version 12.7.8 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 embedded PostgreSQL database
If you are running version 12.7.7 with the embedded PostgreSQL 13.3 database, follow the instructions in the Web Help Desk Installation and Upgrade Guide to upgrade your deployment to version 12.7.8.
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 13.3 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 Web Help Desk Installation and Upgrade Guide to upgrade your deployment to version 12.7.8.
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
After you copy the files, upgrade to 12.7.5. When you are finished, upgrade to 12.7.8. 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 9.0.56, 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 9.0.56 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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