Announcing Web Help Desk 12.7.4

We’re excited to announce the general availability of SolarWinds^® Web Help Desk^® 12.7.4, which includes enhancements to improve security, integrations, and the overall usability of Web Help Desk. This release includes the following capabilities and enhancements: 

OAuth 2.0 Integration With Gmail

You can now use email messages from Gmail to generate inbound tickets in Web Help Desk via Open Authentication (OAuth) 2.0. You can create an incoming email account and link it with your Gmail account by using Google Console as a credential provider. After you complete and test the configuration, Web Help Desk can access the Gmail account using Open Authentication (OAuth) 2.0, retrieve the incoming email, and generate a new ticket using the email content.

Password-Protected Tech and Administrator Accounts

We’re helping prevent unauthorized access to tech and administrator accounts with password protection for these accounts. All tech and administrator accounts now require a password to edit and save account information. If you enter an incorrect password after five attempts, Web Help Desk times out for 30 seconds before you can reenter your password.

HSTS Support

We’re introducing support for HTTP Strict Transport Security (HSTS) to help stop unauthorized users from accessing data shared between the Web Help Desk server and your employees, technicians, and administrators. HSTS forces a secure HTTPS connection with Transport Layer Security (TLS) between a supported web browser and Web Help Desk. After you enable this web policy with a signed certificate from a trusted certificate authority (CA), we’ll block unauthorized access to data shared between Web Help Desk and your users.

Improved Usability for Employee Portal

We’ve improved the usability of drop-down menus in the employee portal. When you click “History” in the employee portal and select a ticket, the Ticket Details section now displays Ticket Notes, Request Details, and Custom Fields in separate drop-down menus. 

Figure 1: New save button replaces the "+" button in the Ticket Notes menu

Figure 2: Separate save option in the Request Details menu

These menus include updated interface components for improved usability. The Custom Fields menu allows you to enter a message displayed in the Custom Field of the ticket. All menus include prompts reminding you to save your changes.

OpenJDK Update

This release adds support for Open Java Development Kit (OpenJDK) 15.

System Improvements

We’ve resolved some cross-site scripting vulnerabilities and improved the stability and functionality of Web Help Desk with additional updates in this release.

We encourage all customers to upgrade to this latest release, which is available within your Customer Portal. For more information on Web Help Desk 12.7.4, please see the release notes.