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Announcing General Availability of Web Help Desk v12.5.2

milan.hulik
1 minute read time

We are excited to share, that we've reached GA for Web Help Desk​v12.5.2

This service release includes:

Clickjacking protection

This release prevents malicious code from redirecting a hyperlink in the Web Help Desk user interface to an unauthorized third-party website or resource.

Secure password reset logic

After you click Forgot Password on the Log In screen, Web Help Desk verifies your current email address and redirects you back to the application using a secure connection to reset your password.

Improved LDAP security

Web Help Desk now prevents unauthorized LDAP client account users from logging in to an LDAP tech account with an identical user name. In v12.5.1 and earlier, WHD had 2 ways to handle LDAP authentication. One for techs and one for clients. After you install this release, the tech LDAP authentication functionality is removed, and every tech, who used this functionality will have his WHD password reset, and will also receive an email with steps to log in to WHD.

See Unauthorized clients can log in to a Tech account using LDAP authentication for details.

Before you install this upgrade, ensure that all techs have client accounts (authenticated through LDAP) linked to their tech accounts. Also ensure, that the tech username is not the same as any of the client's usernames. After the upgrade, all techs must access their tech account through their client account, or using the WHD tech username and WHD password (which can be reset using the secure password reset logic).

Updated Apache Tomcat

This release supports ApacheRegistered TomcatRegistered 7.0.82 for improved security. See the Apache Tomcat website for details.

Notabe fixed issues

Tickets linked to a survey now close properly after you change the status to Resolved.

The Office 365 connector now supports subfolders.

Tickets restricted to a location group can no longer be accessed by users in another location group.

We encourage all customers to upgrade to this latest release which is available within your customer portal.

Thank you!

SolarWinds Team

  • Hi Michael,

    yes, it is a new product. And no, it is not intended to replace WHD.

  • Milan,

    You are 100% incorrect. I'm very happy with the WHD product itself.  What I'm not happy with (and I think most of your customers will support me on this) is the lack of updates to the WHD product and the continued back and forth of promises by you and your predecessors.  Now it appears that you are trying to push your customers toward something else. We all wondering what is going on with WHD.  There has not been any updates for this product in a long time. Version 12 seems to have been around forever. 

    Bob

  • Dear Milan,

    Service Desk seems to be a part of a software suite doing various things.

    Improvement of WebHelpDesk would be very appreciated (and needed) - but changing to a different product is not that easy (at least for public institutions).

    Even though a different application is from the same supplier, we need to go out for tender (even if the software license would be transferred, but I need to look into this). This means we need to create a list of requirements, discuss this within the IT department to get everybody's input (after all everybody of the department works with WebHelpDesk on a daily biases), check if there is a framework from the Irish Office of Government Procurement, maybe check with our counterparts if we join a tender process... you get my drift.

    The easiest way for us is an upgrade of the same software that increases step-by-step the functionality until it is on the same level as the competitors. Have I said that in about 12 to 18 months we need to do a review of the application, which I believe with the outdated functionality will result in a tender process for a new product.

    Regards,

    Eberhard

  • Milan, is Service Desk a new product?  Is it intended to replace WHD?

  • Bob, seems like you're very unhappy with WHD and maybe would like to try something else? Would you like to see the demo of service desk? PM for service desk is getting feedback from current WHD customers (who are very active and passionate about WHD) on what they think about this new SaaS based product, so he can better prioritize his backlog.

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