cancel
Showing results for 
Search instead for 
Did you mean: 
bshopp Product Manager
Product Manager

WHD 12.7 HotFix 1

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

============================================================================

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

============================================================================

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.

============================================================================

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

http://www.solarwinds.com/company/contact-us.

0 Kudos
11 Replies
solo_kem
Level 7

Re: WHD 12.7 HotFix 1

When will 12.7.1 be officially released?I recently planned to upgrade to 12.7, but I know 12.7 has been cancelled due to problems.

THX.

allon
Level 9

Re: WHD 12.7 HotFix 1

Also want to move from 12.5.2 - Build #12.5.2.84 to current version.

Waited due to issues.

Also looking for enhancements to Asset manager. We are starting to use it more and more .

0 Kudos
rem64
Level 9

Re: WHD 12.7 HotFix 1

We are on 12.6.  I'm assuming the 12.7.1 will be the next stable release.  Could you confirm this?

Thanks

0 Kudos
bshopp Product Manager
Product Manager

Re: WHD 12.7 HotFix 1

Correct, and 12.7.1 will be going into RC phase here soon.

rem64
Level 9

Re: WHD 12.7 HotFix 1

Guess no one really monitors this site much.  So many unanswered questions

0 Kudos
bshopp Product Manager
Product Manager

Re: WHD 12.7 HotFix 1

Apologies, I will review and catch up on some posts, but if you have a specific item or question please let me know.

0 Kudos
bryang
Level 9

Re: WHD 12.7 HotFix 1

What about the final build, when can we expect that?  Or is there a discrepancy in terminology (release candidate = final build)?

0 Kudos
bshopp Product Manager
Product Manager

Re: WHD 12.7 HotFix 1

12.7.1 is the next version and that is currently in RC and should be available in your customer portal and this has the same fix as this HF.

0 Kudos
bryang
Level 9

Re: WHD 12.7 HotFix 1

But will there be a final build?  If you call something a "release candidate," that usually means it's still in beta.  System admins won't install anything marked as RC, only a full product or final build.

0 Kudos