Updated 5/20/2015

These release notes provide additional guidance for SolarWinds Web Help Desk v12.3.0.

Contents

New Features and Improvements

Fixed Issues

Open Issues

Getting Started

Product Licensing

Version History

Legal

New Features and Improvements

SolarWinds Web Help Desk v12.3.0 includes the following new features and improvements:

Fixed Issues

IssueCase Number
A ticket number is now included in a client email when a tech creates a quick ticket.

625048, 417797
An issue with cache was resolved.

609247
Custom fields now appear when you create a task.

539334
A Java error no longer appears when you create an asset report.

751512
An inactive technician can now perform a ticket search.

717210, 749291
A Java error no longer appears when you generate a PDF ticket report.

716856
The targeted FAQ now appears when you click "Link FAQ" in the Ticket Details tab.

759631
SolarWinds Web Help Desk now redirects to the HTTPS port when configured properly in the whd.conf configuration file.

731458, 733809, 732887, 737980, 744512, 748635, 748856
The custom CSS templates now operate as designed.

746366
You can now customize the Upload button text in the Ticket Details tab.

732425
You no longer receive an error when changing the asset type and model of an existing asset under certain conditions after upgrading to version 12.3.0.

726077
SolarWinds Web Help Desk now supports Apache Tomcat 7.0.9.59, which provides enhanced security.

774034, 786052
The Attachments icon in a new or existing ticket now displays correctly.

739133, 768967, 784458
The client now receives an email when a user or third-party tool sends an API Post request containing specific e-mail recipients.

762739, 759063
You can now apply a license on a second cluster node.

754067
A Java error no longer appears when you create a new ticket and click "Save & Email" under certain conditions.

795668, 797057, 797265, 798115
A log in issue using SAML 2.0 is resolved, which appeared under certain conditions after a version 12.3.0 upgrade.

798976

 

Fixed Issues Addressed in Hot Fixes

FAQs with unexpected characters are now returned in search results.

Search queries that include AND/OR operators now provide search results.

Editing a note and clicking "Link FAQ" in the Search window no longer results in duplicate search inputs.

Entering data in the Search window and pressing "Enter" now generates search results.

The "Link FAQ" pop-up now sets the category automatically.

The "Export All" option now operates as designed for large data sets and no longer exports items in random order.

The FAQ option in the user interface is now available when you switch from Client to Tech in Demo Mode.

You can now sort client requests by location.

You no longer receive an error when adding and moving ticket request types under certain conditions.

Chinese characters no longer appear as hash marks (#) in the generated reports.

The FAQ Category setting is now set correctly when linking a ticket with a multi-level request type to an FAQ.

Latvia currency now appears in Euro units when you select this country as a business zone.

The calendar now appears when you click the Date Selector and schedule a date in a Quick Note.

All technician names now appear in alphabetical order after you modify a ticket setting.

Incorrect statements no longer appear in ticket history when you include a comma in the Display Name Template field in the Client Options screen.

A Java error no longer appears when you save a ticket containing new custom fields.

The "Force HTTPS" setting logic in the General Options screen now operates as designed.

FAQ links are no longer broken when you add quotation marks to FAQ text.

FAQ external links are now correct when you modify the DEFAULT_PORT setting in the whd.conf configuration file.

Open Issues

IssueWorkaround
The BBCode ticket link is inoperative in emails.

Update the whd-web.jar configuration file in your SolarWinds Web Help Desk software with the host name or IP address of your SolarWinds Web Help Desk server. See KB6376 for more information.
A Warning dialog box does not appear in a separate window when multiple users simultaneously edit a ticket.

This issue appears when the following setting located at Setup > Tickets > Options > Tech Options is set to "Warn":

"When an attempt is made to edit a Ticket already being edited in another session"

Getting Started

Upgrading Your Apache Tomcat Software

The SolarWinds Web Help Desk 12.3.0 software installer includes Apache Tomcat 7.0.59, which provides enhanced security and is required for this release. When you install your SolarWinds Web Help Desk software, update your Apache Tomcat software to version 7.0.59 during the installation procedure.

Upgrading to the Latest Version

You can upgrade to SolarWinds Web Help Desk v12.3.0 from versions 12.0.0, 12.1.0, and 12.2.0. See the SolarWinds Web Help Desk Admin Guide for more information.

Product Licensing

Licensing for Existing SolarWinds Web Help Desk Installations

The evaluation version is fully functional for 30 days. After 30 days, you must purchase and apply a new SolarWinds Web Help Desk v12.3.0 license to maintain full functionality.

Version History

SolarWinds Web Help Desk v12.2.0 Release Notes

SolarWinds Web Help Desk v12.1.0 Release Notes

SolarWinds Web Help Desk v12.0.1 Release Notes

SolarWinds Web Help Desk v12.0.0 Release Notes

SolarWinds Web Help Desk v11.2.1 Release Notes

SolarWinds Web Help Desk v11.2.0 Release Notes

Legal