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Announcing General Availability of Web Help Desk 12.4

peter.kruty
1 minute read time

I'm happy to share with you, that we reached GA milestone for Web Help Desk (WHD) 12.4. Focus of this release was mainly security and stability of the application. Namely

Security improvements

  • Improved security across the application for FIPS-mode SSL connections, namely
    • HTTP over SSL connections
    • MicrosoftRegistered Exchange, IMAP, POP3, and SMTP over SSL
    • WMI and other asset discovery connections over SSL
    • LDAP over SSL
    • SolarWindsRegistered Network Performance Monitor (NPM), Systems and Applications Monitor (SAM), and Network Configuration Monitor (NCM) integration over SSL
  • User password hashes, integration password hashes, and other static data such as database custom fields and stored credentials
  • Detection and indication of system cryptography status
  • Automatic migration of all stored passwords for stronger and more secure cryptography

Support for FIPS 140-2 compatible cryptography

For environments where high security standards are required, you can install and configure FIPS 140-2 compatible cryptography to achieve your required level of regulation compliance. The user interface includes a password migration tool to help you migrate techs and clients to FIPS-secure passwords.

Additional improvements

  • Smarter backup rotations in the Virtual Appliance
  • OracleRegistered JavaTm 8 support
  • Over 100 bug fixes that hugely improve the stability of the application

Now go and download web help desk from your customer portal or webhelpdesk.com.

PS. If you want to get excited about what is coming next (we are already busily working on new stuff) sign up for upcoming Beta here.

  • Have been using the system for a few months now. Would definitly like to see some changes to the system to make it more friendly and easy to use.

    Such as:

         Ability to "paste" pictures and other files into the system (saving them them then importing them is a pain)

         Ability to drag and drop files into the ticket & bulk import functions

         Easier way to create locations/groups/techs so that everyone can see tickets

         Ability to link tickets and/or create subtickets

         Ability to add multi-techs to the a ticket so more then one person gets the credit

         And of course ability to have multiple windows open rather then on ticket at a time.

  • just love the support on this forum (or lack thereof).  Seems like Peter will only respond when he feels like it.  I guess he's working on 12.4.2.  Looking forward to the minimum of improvements. 

  • Have you amended the way reports are generated? we now dont have the option to select an overall category to report on we have to drill right down?

    This is a pain.

  • If your process is in serial format (one thing has to be completed in order for the next item in the list to be started) consider building a series of approver processes.  We have found these to be effective in using change management.  We've had to build several different ones, but we do keep our subjects rather vague and put the meat of the requests in the notes.  The various people that need to be involved in the process can be in the approval process as different steps.  It has worked well for us in change management.  The only piece it didn't work with us was with new employees. 

  • While I am sure that high security is important to some I'd really like to see SW comment on the justification of using a whole release on it since I haven't seen anyone here talk about it or any high ranking feature request submissions.  I'm sure they worked very hard on it and its probably frustrating for them to see the negative comments but there are so many other things that people are clamoring for and then to see a security update appear out of the blue is also very frustrating to the users.  What say you SW?  Are you listening to US?  I'm not so sure these days.

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