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Web Help Desk 12.7.1 is now Generally Available

I’m pleased to announce the General Availability of Web Help Desk (WHD) 12.7.1 on the Customer Portal.

This release includes all the enhancements in 12.7 along with numerous defect fixes, which you can see discussed and outlined in the WHD 12.7.1 Release Notes.

We appreciate folks patience while we worked on this service release and the team is already turning their attention to some new items which we will be discussing soon.

Please share any input and feedback!

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pabely

Thanks for letting us know. Do you have the Release Notes in PDF format for those who are not on-line, I can see the Installation Guide and Administration Manual in PDF in Sucess Center but not the Release Notes.

ddevore9

I've heard complaints since upgrading this morning that clients and or techs add notes to their tickets and nothing is added to the ticket. I then go back into the same ticket and add a note and it works fine. Has anyone else seen this? Is it possible to roll back without loosing all the new work done by techs today?

martin.kotala

Isn't this related to a change in a workflow how the notes are created? In client UI it is now necessary to click a plus button so that the note is saved. It would be great if you shared more details.

ddevore9

So I was getting complaints from one tech and one client, I just sat with both to see what was happening. It looks like both were accessing tickets using the client interface, not the tech side. They added a note to the ticket, but clicked save at the bottom without clicking the + button to append the note to the ticket. So it looks like it is a workflow update / change on the client side (I don't use that side much). I can tell the few people that use the client side to update tickets to be sure to click the + button to append the notes.

Beyond that change it seems to be working for us. Thank you guys.

martin.kotala

Thanks fro the feedback.

tallyrich

I'm looking forward to installing this upgrade. So far the comments are positive - that's always good to see before a change.

astrugatch

Installed about an hour ago. In a rush to get off of 12.7.0 Will see how things go.

astrugatch

On a separate note. Is there any chance we will see built in lets encrypt support at some point?

123kateb

Do 12.5 people have to go to 12.6 before 12.7.1? Do you advise to stop in between if so?

pabely

Installation & Upgrade Guide says:

WHD installation gotchas you should review

You must be running WHD 12.4 or later to upgrade to the latest version.

drjonesy

Does anyone know why when i try upgrading from 12.6 to 12.7.1 it just hangs on the "This may take a moment screen" ? I left it for 2hrs and it never installed.

bshopp

Hard to tell, I would recommend a support ticket.

martin.kotala

Are you referring to this message displayed during an upgrade of WHD on Windows platform? If yes then it will probably require a support ticket. This might be connected to several aspects like free space, problem with stopping the original service etc.

cgsservicedesk

How are you finding 12.7.1? I haven't jumnped in yet, still holding off.

astrugatch

If you're on 12.7 its a night and day improvement. If you're on 12.5 or 12.6 I can't say its leaps and bounds better, but overall packages are newer and more secure.

123kateb

Curious what the issue ended up being for you?

cgsservicedesk

Thanks for the reply, might do the upgrade in the near future then. I've been watching the forum for a few weeks but it looks like no major issues apart from that change to adding notes in the client view, and that isn't a bug so much as a UI change.

aponjos

Is the Java JMX vulnerability fixed on this version. \\A remote Java JMX agent is configured without SSL client and password authentication.

martin.kotala

JMX connector has been disabled by default. See Java port 1099 no longer opens by default after an upgrade. at WHD 12.7.1 Release Notes