Documentation forWeb Help Desk

Web Help Desk 12.7.9 Release Notes

Release date: July 12, 2022

These release notes were last updated on July 25, 2022.

These release notes describe the new features, improvements, and fixed issues in SolarWinds® Web Help Desk (WHD) 12.7.9. They also provide information about upgrades and describe workarounds for known issues.

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New features and improvements

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WHD 12.7.9 offers new features and improvements compared to previous releases.

Updated ticket checklist item limits

When you create a ticket, you can now add up to 30 checklist items for each ticket. Checklists help technicians ensure that all tasks in a ticket are completed before the ticket is closed.

Updated OpenJDK

This release includes Microsoft Open Java Development Kit 11.0.15 (OpenJDK 11.0.15). This version resolves multiple vulnerabilities and further hardens the application. OpenJDK is an open-source implementation of the Oracle Java Platform, Standard Edition (Java SE).

Other improvements

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


Fixed issues

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WHD 12.7.9 fixes the following issues.

Case number Description

00197900

An error no longer displays when you create an asset report with no selections in the Values and Show Non-Zero Items Only options.

00817264

The application no longer creates duplicate tickets.

00942777

The Calendar tab now displays in the WHD Administrator Console after you upgrade to the latest version.

00964123

Upgrading to the latest release no longer generates an error.

00988189

Clients not registered in WHD now display correctly in the Ticket Information banner when included in the ticket Cc field.

00954641

The tech e-mail layout order now updates correctly when initiated by a client update.

00993356

Clients can now save a Cc email address to a ticket in the Ticket History tab.

00964554

When you update and save an FAQ, all FAQs now display in descending order in both the tech and client email interface.

01003803

Searching for a description in the Parts toolbar option now displays a list of results.

01008240

The Client interface now displays the correct ticket due date when the ticket priority does not indicate a due time.

01021754

01025142

The Content Security Policy (CSP) was added to the application to prevent false positive detection by antivirus software.

N/A

Ticket notes no longer include a blank space within the note text.

New customer installation

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

After you complete the installation, see the WHD Getting Started Guide. This guide picks up right after the installation process and walks you through the initial steps you need to take to start using the application.

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

If you are installing WHD 12.7.9 with FIPS mode disabled, make sure version 12.7.8 is running on the host server before you install. 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 WHD database in the WHD Administrator Guide for details.

Configuring WHD single sign-on authentication with WAFFLE

You can log in to WHD using several authentication types, including single sign-on using SAML/ADFS, CAS, or WAFFLE (or Servlet).

WAFFLE authentication fetches the authentication information from AD/LDAP. This is an alternate method if SAML/ADFS isn't possible.

See Configuring Web Help Desk single sign-on authentication with WAFFLE for details.

Before you upgrade!

If you are upgrading from a previous version, be aware of the following considerations.

  • Determine the upgrade path for your WHD deployment.
  • If you're upgrading from version 12.7.6 or earlier, upgrade to version 12.7.7 first. This version contains significant updates required for later versions. After you complete the upgrade, then upgrade to version 12.7.9.

How to upgrade

If you're upgrading from a previous version, see the WHD Installation and Upgrade Guide. This guide provides steps and procedures for installing and upgrading WHD in an evaluation, stand-alone, or integrated Orion Platform® deployment.

Upgrade your embedded PostgreSQL database

If you're running version 12.7.8 with the embedded PostgreSQL 13.3 database, follow the instructions in the WHD Installation and Upgrade Guide to upgrade your deployment to version 12.7.9.

If you are located outside the continental United States, contact Technical Support for assistance with upgrading to WHD 12.7.9 with the embedded PostgreSQL 13.3 database.

If you're 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're finished, follow the instructions in the WHD Installation and Upgrade Guide to upgrade your deployment to version 12.7.9.

Upgrade your FIPS deployment

If FIPS is enabled in your WHD 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 12.7.9. See the WHD Installation and Upgrade Guide for details.

Install the MySQL JDBC driver

Beginning with WHD 12.7.1, Oracle Java has been replaced with the 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 WHD Administrator Guide for installation instructions.

Upgrade Your Apache Tomcat software

The software installer includes Apache Tomcat 9.0.58, which provides enhanced security and is required for this release.

When you upgrade your WHD software, the upgrade procedure replaces the <WebHelpDesk>\conf\tomcat_web_template.xml file with an updated file including the Tomcat 9.0.58 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.


Legal Notices

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