For those customers who upgraded to 12.7, we are still working on the 12.7.1 Service Release, however, for a couple of issues we have done a buddy drop for, we have formalized into a HotFix. HotFix 1 will address the below 3 items and if you would like to get access to this HotFix, please submit a request to support and reference this post to get the download link.
SolarWinds
Web Help Desk 12.7 Hotfix 1
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This hotfix resolves the following issues:
* Client searches in the Create Ticket and Update Ticket pages do not
correspond with each other
* Client profile and filters do not load if the client has a duplicated
account that was deleted
* WHD becomes unresponsive when the client adds a note to a ticket in a
deployment connected to a Microsoft SQL Server database.
NOTE: Upgrading Web Help Desk with this hotfix installed is not
supported.
This hotfix modifies the following files in the
<WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/ directory:
* whd-core.jar
This hotfix requires Web Help Desk 12.7 Build 12.7.0.407.
NOTE: In the installation instructions, <WebHelpDesk> represents the Web
Help Desk home folder. The default home folders for the supported operating
systems are listed below:
- Apple OS X: /Library/WebHelpDesk
- Microsoft Windows: \Program Files\WebHelpDesk
- Linux: /usr/local/webhelpdesk
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INSTALL THIS HOTFIX
1. Stop SolarWinds Web Help Desk.
a. Navigate to the <WebHelpDesk> directory.
b. Right click whd_stop.bat and select Run as Administrator.
2. Navigate to the following directory:
<WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/
3. Back up the following file to a separate directory:
- whd-core.jar
4. Copy the following file included with this hotfix to the /lib
directory:
- whd-core.jar
5. Start Web Help Desk.
a. Navigate to your <WebHelpDesk> directory.
b. Right click whd_start.bat and select Run as Administrator.
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UNINSTALL THIS HOTFIX
1. Stop SolarWinds Web Help Desk.
Navigate to the <WebHelpDesk> directory, right click whd_stop.bat, and
select Run as Administrator.
2. Navigate to the following directory:
<WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/
3. Copy the following backup file to the /lib directory, overwriting the
existing file:
- whd-core.jar
4. Start SolarWinds Web Help Desk.
a. Navigate to the <WebHelpDesk> directory.
b. Right click whd_start.bat and select Run as Administrator.
For assistance, contact SolarWinds Technical Support at
