1 Reply Latest reply on Jul 23, 2019 9:48 AM by solo kem

    WHD 12.7 HotFix 1

    bshopp

      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.