Softpedia >Windows >Others >Finances & Business >Web Help Desk >  Changelog

Web Help Desk Changelog

What's new in Web Help Desk 12.2.0

Dec 2, 2014
  • New Features and Improvements:
  • DameWare integration: Provides seamless, out-of-the-box integration between WHD and DameWare, with the ability to open DameWare sessions using direct links in WHD. This new capability enables DameWare agents to open Web Help Desk tickets for items in DameWare, create ticket notes, and post screenshots directly from the DameWare client.
  • Asset reporting: Builds real-time reports on multiple assets, based on the features you choose. These reports provide statistics on topics such as the number and type of assets in the database, where assets reside, and asset status, such as in storage or deployed.
  • Extended API functionality: Now use the API to upload attachments to WHD tickets.
  • Licensing: Applies new licensing consistent with other SolarWinds products.

New in Web Help Desk 12.0.1 (Aug 21, 2013)

  • SolarWinds Web Help Desk (WHD) Service Release v12.0.1 (SR1) improves on WHD v 12.0.0, and contains fixes from Hot Fix 1 (HF1) These release notes offer guidance on these improvements and fixes in WHD SR1.
  • Improvements:
  • Some of the biggest improvements in the WHD SR1 release include:
  • · The WHD installation program now recognize multiple WHD installations and allows only one WHD installation. This new improvement means that customers can run a WHD installation as many times as needed to fix installations having issues like broken libraries and bad buddy drops. Upgrading to WHD SR1 does not change existing WHD data or the embedded PostgreSQL database.
  • · The new installation fixes a previous a IPv6 issue that disabled database startup on Windows 2003 and Windows XP. The installation now automatically detects whether your server supports IPv6 or not, and if it does not, applies a new configuration to the whd.conf file with the IPv6 connector commented out.
  • · All users can install WHD with administrator privileges. WHD installations now check if the user running the installation process has WHD administrator privileges. If they do not, the WHD installation program escalates the user’s privileges to administrator privileges so they can successfully install and configure WHD.

New in Web Help Desk 12.0.0 (Aug 21, 2013)

  • New features in this release make WHD capabilities more powerful than ever before:
  • · Automatic asset discovery with a built-in scanning engine to discover assets based on subnet or IP range using WMI
  • · Discover hardware and software information like hostname, manufacturer, model, OS, software installed, memory, and logged-in users
  • · Use scheduling feature to automatically add/remove assets at predefined intervals
  • · Asset database integration with SolarWinds Network Performance Monitor (NPM), Network Configuration Manager (NCM), and Server & Application Monitor (SAM)
  • · Native integration to receive alerts directly from SolarWinds NPM, NCM, and SAM, and record them as tickets in Web Help Desk
  • · Improved auto-discovery for automated LDAP and Active Directory configuration
  • · Support for Windows 2012 and Microsoft SQL 2012
  • · New Getting Started Wizard, with automatic WHD database setup
  • · Support for embedded PostgreSQL database
  • · Migration utility automating Frontbase to PostgreSQL
  • · Support for Windows 8 (only for evaluation version of WHD)
  • · New Virtual Appliance support

New in Web Help Desk 11.2.1 (Aug 21, 2013)

  • Bugs Fixed in this version:
  • · The Admin Guide link on the welcome page now links to the correct documentation.
  • · Fixed a significant memory leak that could affect Web Help Desk performance.
  • · Fixed an issue that could create blank ticket notes in email update notifications.

New in Web Help Desk 11.2.0 (Aug 21, 2013)

  • Bugs Fixed in this version:
  • · LDAP created deleted account.
  • · Duplicate accounts were being created for some LDAP connection clients.
  • · LDAP password cache not respecting time limit parameter.
  • · PCI test would show a failure. Failure was actually an incorrect test result report. Modified WHD to return 404 error on password hack attempt.
  • · Web Help Desk supports FirstClass LDAP directories.
  • · WHD deletes or deactivates client accounts if an LDAP authentication error occurs other than a password failure, and the LDAP Connection setting “When Clients are removed:”is set to “Delete client” or “Deactivate client.”
  • · WHD Absolute Manage discovery connection fails to convert operating system identifiers into names (e.g., the operating system “Windows XP Professional” shows in WHD as “5?).
  • · WHD generates invalid SAML request IDs, resulting in a SAXParseException when processing the SAML response, resulting in the user being taken to the WHD login page even though they were authorized by SAML.
  • · When clients are being synced with LDAP, the daemon can fail to match an e-mail ticket with an existing client if the subject contains a ticket number not in the database.
  • Known Issues:
  • · Sorting Delay on Assets – Ticket History tab. Using the Filter options in the ticket list view and selecting a request type, then editing the request type for a ticket results in the filtered list not updating immediately. Only an issue in this particular procedure.
  • · Unable to view survey results when time zone is set to Pacific/Pohnpei or Antarctica/Macquarie. Selecting a different time zone name with the same UTC offset corrects the issue.
  • · Asset Discovery – Installed Applications inaccurate using Absolute Manager discovery connections.
  • · WHD may become unresponsive after a scheduled restart. Workaround is to manually restart WHD.
  • · Changing the request type on a ticket removes the default email recipients for the associated tech group. The workaround is to manually select the ticket recipients when you change a ticket’s request type.
  • · Custom logos not rendering on HTML e-mail.
  • · Restricting access to child ticket request types causes the parent request types list to be blank, eliminatining the ability to retrieve child request type.
  • · The Check/Uncheck All check box does not work for tabular reports with more than 50 items.
  • · Reports showing Tickets by Week intermittently will show incorrect week dates.

New in Web Help Desk 11.0.8 (Aug 21, 2013)

  • New Features in this release:
  • · Product now displays the full version number in General > System Information.
  • Bugs Fixed in this version:
  • · IE: Ticket buttons are disabled when the ticket is saved.
  • · Safari cannot display start screen after fresh installation.
  • · WHDPrivilegedNetworks not working correctly.
  • · Saving tech notes occasionally results in an error that states that there was a problem with rowdiffs.
  • · WHD for Exchange EWS connections is sometimes unable to make SSL connections to Exchange servers.
  • · Bug in saving tickets with validation errors.
  • · Multiple users creating a new ticket within 0.5 seconds of each other.
  • · Vulnerability in createTicket URL.
  • · Vulnerability in tickets view.
  • · Duplicate status change history for a single tech note.
  • · Send buttons are truncated on Ticket-Notes.
  • · Error saving tech note: java.lang.NullPointerException.
  • · Send a note button emails full ticket instead of single note.
  • · User gets logged off after login.
  • Known Issues:
  • · Correct Custom Fields not Appearing on Specific Asset Types. Single report only. Unable to reproduce issue.
  • · Deadlock error when submitting e-mail reply to a merged ticket. Single report only. Unable to reproduce issue
  • · Sorting Delay on Assets – Ticket History tab. Using the Filter options in the ticket list view and selecting a request type, then editing the request type for a ticket results in the filtered list not updating immediately. Only an issue in this procedure.
  • · Unable to view survey results in certain time zone settings. Selecting a different timezone name with the same UTC offset corrects the issue.
  • · Approval acceptance/rejection not captured in History for CAB. his only happens for the first approval in an approval chain. Approval cycle still operates with missing message.
  • · HTML tags showing in Client UI. Displays formatting code in FAQ widget when creating a ticket. Cosmetic only.
  • · PCI Test Redirection. “.HTPASSWD” redirects to main landing page or error page. This is a test to see if WHD is passing a password file, which it does not do. This is actually a sucessful test.
  • · Asset Discovery – Installed Applications inaccurate using Absolute Manager discovery connections.
  • · Reports of action rules being applied to wrong tickets. Unable to reproduce.

New in Web Help Desk 11.0.7 (Aug 21, 2013)

  • · Fixed ticket direct actions to check the department group permission before allowing access to the ticket.
  • · Fixed ticket detail page to close the detail editor if a ticket is manually typed into the URL and the current user doesn’t have permission to see it. There was a security hole where techs could get access to tickets by first visiting one that they have permission to see and then manually changing the URL.
  • · Fixed some inaccuracies in the logged-in indicators at Setup > Techs > Techs. It was reporting anyone with a session as being logged in, even if they were a concurrent tech that was blocked from logging in.
  • · Made it so concurrent techs are only allowed one session at a time (they cannot log in with multiple browsers simultaneously anymore).
  • · Fixed the survey viewer URL to require authentication if the survey has already been filled out.
  • · Changed the “Status” filter in the My/Group Tickets pages to only include status types that are relevant to those pages (i.e. it excludes statuses that have the “Include in My/Group Tickets Filter” setting turned off).

New in Web Help Desk 11.0.5 (Aug 21, 2013)

  • · Adds support for converting MySQL MyISAM tables to InnoDB before updating the database schema.
  • · Fixes Asset Discovery Connection synchronization to not overwrite the Asset Type when Do Not Overwrite Existing Value is checked for the Asset Type attribute mapping.
  • · Removes CRAM-MD5 as an authentication method for Active Directory LDAP Connections, since Active Directory no longer supports it.
  • · Adds default search filter (&(objectCategory=person)(objectClass=user)) to Active Directory LDAP Connections in order to filter out Active Directory Contact accounts.
  • · Adds Ldap Search checkbox to Client selector widget. (Visible only when an LDAP Connection is enabled.)
  • · Fixes an issue where custom fields in the OR part of an advanced search would sometimes find old/deleted custom field values.
  • · Adds the ability to set ticket priority and dates from the tech note editor.
  • · Adds validation to custom fields (so, for example, an error will be raised if non-numeric characters are entered into a numeric custom field).
  • · Fixes an error that could be thrown in the Client interface when sorting the ticket list by Request Type.
  • · Adds support for timestamp values as qualifiers in the REST API. (Using ISO8601 format.)
  • · Fixes rendering error that could happen when entering Client notes.
  • · Fixes new Client messages to appear on initial login for new accounts.
  • · Fixes ticket searches in the Client interface that contain more records than the search results maximum to display the most recent tickets.
  • · Fixes Request Type copy feature to include the department group setting.
  • · Fixes issue preventing Clients linked to deleted Tech accounts from being linked to other Tech accounts.
  • · Fixes error that could arise when attempting to duplicate certain types of “Modify Ticket” action rules.
  • · Adds a preference for whether to delete non-empty custom fields that are made hidden when changing a ticket’s Request Type (Setup > Tickets > Options > Auto Delete Obsolete Custom Fields).
  • · Makes the required-field asterisk in the Client interface red.
  • · Fixes some issues related to handling of tickets with request types tied to specific locations and/or departments.

New in Web Help Desk 11.0.4 (Aug 21, 2013)

  • Fixed bug causing Tech passwords to be hidden when using local “Web Help Desk” authentication.

New in Web Help Desk 11.0.3 (Aug 21, 2013)

  • · Fixed date formatter in PDF invoice.
  • · Added database primary key repair for missing PKs .
  • · Added automatic Client LDAP sync whenever a client is selected for editing or added to a ticket.
  • · Fixed issue that could cause an integrity constraint error when deleting a Tech Group Level.
  • · Fixed “To” Scheduled Date field — previously the “To” date would silently reset to match the “From” date on any subsequent ticket save.
  • · Survey display fixes when viewing surveys with long labels.
  • · Bug fixes to solve “editingContext disposed” errors on Tech and Asset when editing tickets.
  • · Fixed an Asset import regression bug.
  • · Improved stability of Action Rule code.
  • · Fixed problem where Asset Reservation numbers were not being saved and incremented reliably.
  • · Changed the behavior of Ticket Custom Fields — any custom field with a value will remain visible in the ticket regardless of the Request Type selected. Only custom fields that are nulled will be removed from the ticket if they are not linked to the currently selected request type.
  • · Added an [i] indicator for inactive techs in the ticket advanced search qualifiers.
  • · Various minor CSS fixes.

New in Web Help Desk 11.0.2 (Aug 21, 2013)

  • · Fixed LDAP connection to not attempt a connection on save if account is disabled.
  • · Fixed Javascript reference not using relative URLs which could lead to X-JSON errors due to cross domain script requests.
  • · Fixed bug that could affect reports using repeat categories.
  • · Fixed nullPointer triggered in Calendar view for Tech Groups if no Tech Groups have been defined.
  • · Various minor CSS fixes.
  • · Removed warning when navigating away from ticket detail editor.

New in Web Help Desk 11.0.1 (Aug 21, 2013)

  • Minor bug fixes

New in Web Help Desk 11.0 (Aug 21, 2013)

  • Major new features in this release:
  • · Dashboard
  • · Action Rules
  • · SSO through SAML and CAS
  • · Ad-hoc LDAP syncing
  • · REST API
  • · Custom CSS Templates for the login page and client user interface
  • · Improved search performance
  • · Detailed e-mail history tracking
  • · Color-coded labels in the Tech user interface
  • · Hundreds more features and improvements

New in Web Help Desk 10.2.0.45 (Aug 21, 2013)

  • · Fixed issue causing the “Disable Single-note Email” checkbox in E-Mail Options to blank out some other fields when running under Tomcat.
  • · Fixed issue preventing an action rule triggering a bulk action from being applied to two different tickets.
  • · Fixed a NullPointerException that could arise when sending e-mail with attachments.
  • · Fixes a collision by attachment size column name with Oracle reserved word “SIZE” (uses “FILE_SIZE” instead).
  • · Fixes application to no longer send a reassignment e-mail when the user reassigns an e-mail to self.
  • · Fixes an issue where Setup > Tickets > Options > Limit Assigned Tech to Current Level would fail to submit the full form when running under Tomcat.
  • · Fixes a NullPointerException that could arise when adding a note to a new ticket after adding an attachment.
  • · Fixes issue where the tech note editor wasn’t honoring the Client Cc: checkbox when sending e-mail.
  • · Fixes REST API to use “Ticket” instead of “JobTicket” when formatted as XML.
  • · Removes padding from top and bottom of scrollview in new mobile app.
  • · Fixes issues with visibility of New Account button on login page.
  • · Adds various performance and stability improvements.

New in Web Help Desk 10.2.0.34 (Aug 21, 2013)

  • · Fixed NPE that could come up when sending mail or viewing ticket details if the “Setup > Tickets > Options > Attachments Enabled” pref is disabled after there are already tickets with inline attachments.
  • · Fixes invoice PDF to use lbl.shipping from labels file.
  • · Fixed issue where new tickets imported w/o a status type would have no status stored in the DB (and, therefore, would not appear in the “my tickets” list) until the ticket was saved from the UI.
  • · Added part custom fields to the part importer template.
  • · Made the ticket PDF filter custom fields by request type (it previously showed all custom fields defined in the column set including those irrelevant to the request type).
  • · Made it impossible to deselect a tech from the default tech permission (techs must be assigned to another permission first).
  • · Fixed issue where the techs assigned to a permission list would sometimes fail to refresh when a tech assignment was changed.
  • · Made it so if a tech edits the same ticket in 2 sessions and chooses to ignore the warning that comes up, the lock will be removed on the older of the 2 sessions so the warning will not come up again.
  • · Fixed http interface to apply approval processes and action rules to relevant tickets created via that method.
  • · Fixed issue where email for tickets closed via the daemon were missing the survey invitation link.
  • · Fixed NPE that could come up when sending a simple-style email for a new ticket if the ticket doesn’t have a tech assigned.
  • · Updated WebObjects frameworks to version 5.4.

New in Web Help Desk 10.2.0.33.4 (Aug 21, 2013)

  • Fixed: NullPointer that would occur when editing an existing ticket with no Tech assigned (only affected 10.2.0.33.3 installations).

New in Web Help Desk 10.2.0.33.3 (Aug 21, 2013)

  • · Added: Color labels to Techs, Tech Groups and Request Types
  • · Added: Setup > Tickets > Options > Limit Assigned Tech to Current Levels. This limits the available techs in the ticket Assigned Tech popup to those in the current tech group level and exposes with additional “Limit Assigned Tech by Current Location” to filter by company, location and department.
  • · Fixed: Invoice calculation and cost field now use the Business Zone currency precision setting.
  • · Fixed: Custom fields in PDF lists now follow the column ordering specified in the active Column Set.
  • · Fixed: Problem where data in the asset PDF sometimes did not match up with the column headers.
  • · Fixed: Issue where tasks could show as linked to action rules incorrectly.
  • · Fixed: Setup > Tickets > Status Types > Options > Tech Note Default Status no longer incorrectly overrides status specified in a Tech e-mail update.
  • · Fixed: Deleted models no longer show up in the Parts search filter.
  • · Fixed: Missing “Closed” status on closed tickets when a tech does not have permission to close tickets. This would result in the ticket appearing as a non-closed status if the tech edited the ticket, and could cause the ticket to be reopened when saved.
  • · Fixed: Custom field formatter in iCalender events.
  • · Updated to latest Exchange Web Service connector which should resolve occasional nullPointers that could occur during processing messages.

New in Web Help Desk 10.2.0.33.2 (Aug 21, 2013)

  • · Removes RequestedAuthnContext directive from SAML authentication requests. This should enable automatic login with Windows authentication credentials when using Internet Explorer (or other browsers configured to implement Windows authentication for SSO).
  • · Fixes problem with “this week/month/year” ticket searches against the ticket due date.
  • · Fixes error that could occur when running Tasks that trigger action rules.
  • · Adds the ability to set currency precision for a Business Zone.
  • · Fixes ticket cancelation to update the ticket’s last-updated date.
  • · TSV exporters no longer include an ‘=’ prefix in string columns. When viewing in Excel, this may result in leading zeros being stripped; use the Excel download option instead.
  • · Fixes a bug that could cause the default Web Help Desk logo to appear instead of the custom logo.

New in Web Help Desk 10.2.0.33.1 (Aug 21, 2013)

  • · Fixes FAQ pop-up window to use custom stylesheet.
  • · Minor stability improvements.

New in Web Help Desk 10.2.0.33 (Aug 21, 2013)

  • · Changed: Setup > E-Mail > Options > Create Ticket Notes From Replies option has been replaced with Use Incoming Mail Account as “From” Address. Refer to the help popup in the WHD interface for more information.
  • · Changed: Using SQLite database for LANrev syncs is now available only if -DAllowAbsoluteManageSQLiteDatabase=true in whd.conf JAVA_OPTS.
  • · Changed: Removed colon separator between popups in request type selector to avoid a rendering glitch in the Client Help Request screen.
  • · Fixed: Tech e-mail that doesn’t specify a status will now use the value at Setup > Tickets > Status Types > Options > Tech Note Default Status.
  • · Added: Option to include PDF page break between composite sub reports.
  • · Added: Additional CSS gallery setting samples.

New in Web Help Desk 10.2.0.32.3 (Aug 21, 2013)

  • · Fixed issue where selecting a ticket checkbox in list view then running an action would reset the selected Column Set to default.
  • · Fixed JS validation for required ticket custom fields using popup menu style.
  • · Added option to link a Company or Location to a specific Outgoing Mail Account. Locations linked to a Company inherit the outgoing account, but the account can be overridden at the Location level.
  • · Other minor bug fixes.

New in Web Help Desk 10.2.0.32.2 (Aug 21, 2013)

  • · Fixes problem with SQL Server data model that would complain about missing varbinary(max) datatype.
  • · Client Admin searching for “Other” client to assign a new ticket to now correctly filters LDAP search results by assigned admin Location and/or Department.
  • · Various custom stylesheet related fixes.

New in Web Help Desk 10.2.0.32.1 (Aug 21, 2013)

  • · Fixes issue with SQL Server database model that would cause a “data will be truncated” error when trying to save the new stylesheet option.
  • · Fixes Javascript validation on a text custom field when the field uses multiple lines.

New in Web Help Desk 10.2.0.32 (Aug 21, 2013)

  • · Fixes SAML authentication to work with Active Directory Federation Services (AD FS).
  • · Various other minor bug fixes.

New in Web Help Desk 10.2.0.31 (Aug 21, 2013)

  • · Fixed new mobile app authentication when using LDAP (access the mobile app at http://yourserver/helpdesk/mobile/index.html)
  • · Added Setup > General > Look & Feel which allows custom stylesheet application to the Login page and Client UI.
  • · Added Setup > Tickets > Options > Enable Ticket E-Mail Overrides which exposes a new option in the ticket Recipients tab to disable *all* e-mail messages for the ticket, while leaving the current recipient settings intact.
  • · Added Client Cc list and “enable” checkbox to the Tech Note recipients section.
  • · Added support for direct connection to the Absolute Manage SQLite database (only available if Absolute Manage and WHD are on the same server).
  • · Added local Javascript validation for required Custom Fields.
  • · Various minor bug fixes.

New in Web Help Desk 10.2.0.30.3 (Aug 21, 2013)

  • · Changed: when ticket resolution is confirmed by the client and a ticket closes, if the ticket has a linked survey, an e-mail with survey invitation will always be sent to the Client.
  • · Fixed issue causing extra “Created by…” ticket history entries to be generated.
  • · Fixed list filtering so tickets deleted by Bulk Action or e-mail will be correctly removed from list view.
  • · Added a “white list” of accepted domains that can be enabled for each outgoing e-mail account.
  • · Fixed issue resetting non-LDAP client passwords.
  • · Updated Client menubar icons.
  • · Various other fixes.

New in Web Help Desk 10.2.0.30.2 (Aug 21, 2013)

  • · Adds LDAP searching to Client lookup in “mini” lookup widget (i.e. Asset assignment)
  • · Fixes CAS authentication to work on direct action links to view or search tickets.
  • · Various minor enhancements and bug fixes.

New in Web Help Desk 10.2.0.30.1 (Aug 21, 2013)

  • Fixes list filtering bug.

New in Web Help Desk 10.2.0.30 (Aug 21, 2013)

  • · Major optimization to fetching tickets when moving between ticket lists.
  • · Various bug fixes.

New in Web Help Desk 10.2.0.29 (Aug 21, 2013)

  • · Adds LDAP lookup of non-synced clients to basic client search and the Client Info tab of a ticket. Selected LDAP clients are synced to the WHD database on the fly.

New in Web Help Desk 10.2.0.28.1 (Aug 21, 2013)

  • · Fixed bug when deleting a ticket note.
  • · Ticket Detail changes made after the tech note editor is opened will now save when the note is saved.
  • · Various stability improvements.

New in Web Help Desk 10.2.0.28 (Aug 21, 2013)

  • · Various stability improvements.
  • · Fixes issues with Remember Me checkbox not working in certain cases.
  • · When logging in as a client linked to a tech account, the client can now switch to tech view. The view last used will be restored when the client or linked tech logs in again.
  • · Fixes a problem causing duplicate client accounts to be created when authenticating with LDAP and using User Name as the login ID.
  • · Fixes bug causing Delete link to appear in e-mails for unassigned tickets to techs that don’t have permission to delete tickets.
  • · Fixes issue that could cause the “Send to Cc:” checkbox in a ticket to be automatically re-enabled when the ticket was updated by e-mail.

New in Web Help Desk 10.2.0.27.3 (Aug 21, 2013)

  • · Restores dialog confirmation when saving a ticket and returning to list view in one step.
  • · Various stability improvements.

New in Web Help Desk 10.2.0.27.2 (Aug 21, 2013)

  • · Restores total work time to note list in ticket details.
  • · Various stability improvements.

New in Web Help Desk 10.2.0.27.1 (Aug 21, 2013)

  • · Fixes an issue preventing the editing of assets.
  • · Adds badge counts to My Tickets, Group Tickets, and Flagged Tickets sub-tabs.

New in Web Help Desk 10.2.0.27 (Aug 21, 2013)

  • · Adds the ability to override the “Enabled” checkbox for the Client Cc: list from the Tech interface.
  • · Adds the option to create a new ticket for e-mail specifying a ticket number that doesn’t exist.
  • · Fixes a problem with Request Type changes made after opening the Tech Note editor.
  • · Fixes Tech and Client profiles to not show password fields when external authentication is selected.
  • · Fixes the login attribute to be User Name when external authentication is selected.
  • · Fixes an exception that could be thrown when a Client attempts to access a Ticket with a URL that is missing the Ticket number.
  • · Fixes an exception that could be thrown when navigating through the Ticket History in a Client record.
  • · Adds the ability to link a Client account with a Tech account so that Techs can switch to the Client interface without having to log out. (Also enables Techs to act as Clients when external authentication is in use. See Setup > Techs > Techs > [Individual Tech] > Linked Client.)

New in Web Help Desk 10.2.0.26.5 (Aug 21, 2013)

  • Fixes tech note editor so it no longer wipes changes in a note if ticket validation fails.

New in Web Help Desk 10.2.0.26.4 (Aug 21, 2013)

  • Fixes bug in ticket editor when creating a new note after navigating between tickets in succession.

New in Web Help Desk 10.2.0.26.3 (Aug 21, 2013)

  • Bug Fixes

New in Web Help Desk 10.2.0.26.2 (Aug 21, 2013)

  • Adds stability and performance improvements when editing tickets.

New in Web Help Desk 10.1.3.5 (Jun 7, 2011)

  • Fixes problem in mobile app where a previously viewed ticket's request type appears in ticket details.
  • Fixes foreign key constraint from PART_CUSTOM_FIELD to point to PART instead of JOB_TICKET. In some cases (when there is no JOB_TICKET.JOB_TICKET_ID that matches the existing PART_CUSTOM_FIELD.ENTITY_ID), it may be necessary to manually remove the old constraint.
  • Fixes 500 error that was thrown when changing the time of day of a Task's interval.
  • Adds support for customization of "Quote" label.
  • Fixes problem that could occur when converting a demo license into a free license.
  • Fixes problem with survey question ordering that could occur when adding a new question.

New in Web Help Desk 10.1.3.4 (Jun 7, 2011)

  • Fixes link in e-mail message for setting status to "Closed" to be hidden when specified by the recipient's Tech Permission.
  • Improves compatibility with servers that do not implement the IMAP specification correctly.
  • Fixes various rendering issues under certain browsers.
  • Fixes problem preventing single-tech Pro licenses from creating more than one session. (Single-tech free licenses are still limited to one active session.)
  • Fixes various labels to support customization/localization.
  • Fixes NullPointerException that could be thrown when attempting to download an Excel file from the Assets page.
  • Fixes issue with saving changes to certain Task schedules.
  • Fixes various popup rendering issues in Query editor.
  • Adds support for "mail.from.override" and "mail.from.override.personal" properties in the Advanced E-Mail Properties setting of Incoming Mail Accounts.

New in Web Help Desk 10.1.3.3 (Jun 7, 2011)

  • Fixed "Clear" button on Client History view to restore default full ticket list view when clearing search criteria.
  • Fixed Javascript alert at Setup > Parts & Billing > Rates & Terms > Tax Rates on the "Update Tickets" button that disabled the button.
  • Fixed sort order of request types in the My/Group/Recent "Show Filter" option.
  • Fixed auto-assignment bug triggered when no techs in a given level were eligible for an assignment.
  • Changed the Client Help Request form to disable the Subject, Detail and Save button until a leaf child request type has been selected. This protects the client from wiping their text when they fill in the request details before selecting a request type.

New in Web Help Desk 10.1.3.2 (Jun 7, 2011)

  • Fixed regression bug determining which Techs are eligible for auto-assignment.
  • Fixed CSS in list views to avoid unnecessary horizontal scroll bar.
  • Added option to delete tickets on merge or set a status (Setup > Tickets > Status Types > Options > When Merged).

New in Web Help Desk 10.1.3.1 (Jun 7, 2011)

  • Fixed custom field search in ticket advanced search.
  • Fixed JS error when attempting to set a time in the Task editor.
  • Minor UI enhancements for ticket list view.

New in Web Help Desk 10.1.3 (Jun 7, 2011)

  • Added "New Account" button to mobile login (when Clients are allowed to create new accounts).
  • Changes e-mail daemon to detect EML attachments with no name and append ".eml" to the generated filename.
  • Fixes Setup menu to work with Internet Explorer 9.
  • Adds a "Compatibility Mode" option to IMAP incoming-mail accounts to get around mail servers that do not correctly implement some parts of the IMAP protocol. When enabled, the full email will be downloaded from the server at once, rather than having the daemon access specific parts of the message individually, as is typical for the IMAP protocol.
  • Adds an "E-Mail Notification" tab in Setup -> Email -> Incoming Mail Accounts. Allows user to be notified if there are errors in processing incoming mail account.
  • Adds option in Incoming Mail Accounts for an e-mail to be sent when daemon fails to connect to the incoming mail account.
  • Improves Query performance.

New in Web Help Desk 10.1.2.1 (Jun 7, 2011)

  • Fixed issue that can cause the daemon to falsely detect inactivity if the notifications daemon hangs while attempting to establish a connection to the feedback service.
  • Fixed asset notes to not be visible to clients via the asset info icon on the help request page.
  • Attachments with .eml and .msg extensions now provide the appropriate content-type header when downloaded.
  • Fixed inconsistency where e-mail updates from a Cc: tech would not trigger an e-mail back to the Cc: tech according to the settings in the Recipients section of the ticket (like it does for updates from a Cc: client).

New in Web Help Desk 10.0.22.0 (Jun 7, 2011)

  • Fixed problem adding a Ticket Cc: recipient from an extra To: recipient on a new e-mail ticket.
  • Fixed ticket merge to correctly update the total ticket time and cost in the parent ticket.
  • Fixed problem where email history entries were showing multiple times in the list if there was more than one message processed/rejected for the entry.
  • Fixed new password e-mail to not send if the client has "Block WHD E-Mail to Client" set in profile.
  • Fixed DB index on history entry date to speed up Recent Tickets view.
  • Fixed history entry on merged tickets to correctly show who ran the merge.
  • Fixed report issue where report month labels were sometimes not in sync with the selected date range for the report.
  • Fixed display in Report Filter to indicate if a Location has been marked inactive.
  • Changed behavior of Tech Note editor "Show in Linked Problem/Incident" checkbox to re-use the setting of the previous note created in the ticket.

New in Web Help Desk 10.0.21.0 (Jun 7, 2011)

  • Added filtering options at Setup > E-Mail > Incoming Mail Accounts > [edit detail] > E-Mail History.
  • Fixed "select all" checkbox in ticket list to add the selected tickets to the merge tickets panel.
  • Fixed Request Detail column in ticket list to show a value if the ticket only has a subject.
  • Fixed "Show in Linked Problem/Show in Linked Incidents" checkboxes to be visible in tech note editor when parts and billing is disabled (and in Lite mode).
  • Fixed regression bug where Messages targeted to clients weren't showing in the client interface.
  • Fixed client secondary e-mail address field to accept multiple e-mail addresses.
  • Fixed missing busy indicator on some search panels.
  • Changed e-mail receiving behavior so that additional "To:" addresses on e-mail sent to the WHD are added as Client Cc: addresses on the ticket.

New in Web Help Desk 10.0.20.0 (Jun 7, 2011)

  • Updated Tomcat to version 7.0.8 -- Java 6 is now required.
  • Updated included Java to 1.6.0_22 for Windows and 1.6.0_24 for Linux installers.
  • Added 64 bit Windows installer option.
  • Added regex testing components for the email filters.
  • Added new e-mail log, ability to view the log of incoming emails processed and rejected by the incoming email account.
  • Added time since created text to notes.
  • Added new Column Set sheet editor with drag and drop column reordering.
  • Added Creator display to client ticket detail view.
  • Added client custom fields to mobile application Client detail view.
  • Added option to exclude individual ticket and client custom fields from e-mail messages.
  • Fixed problem where push notifications were being sent out on an escalation prior to the ticket being saved.
  • Fixed various localization issues.
  • Updated Oracle 11g Release 2 JDBC driver (11.2.0.2.0) -- fixes problem in prev driver (11g rel 1, 11.1.0.7.0) which caused connections to be severed after time.
  • Changed RSS feeds to use atom_1.0 and rss_2.0 by default, and allowed for additional options as supported by Rome project: rss_0.9, rss_0.91, rss_0.92, rss_0.93, rss_0.94, rss_1.0, rss_2.0, atom_0.3, or atom_1.0.
  • Fixed contract expiration date in asset list to only display if the service contract option is enabled for the asset.
  • Fixed issue where phantom LDAP connections were created after a sync.
  • Adjusted "Latest Notes" sort order to match the global option for chronological or reverse chronological ordering.
  • Fixed problem where Asset and Client "Query" dropdowns (those outside of the query builder) were not being updated with newly-saved queries.
  • Fixed JS apostrophe escaping to the mobile app's bulk-action JS confirm.
  • Fixed problem where the cloned tech notes from merged tickets were sometimes having the wrong tech assigned to them (it was assigning the tech on the ticket, rather than the tech on the cloned note).
  • Fixed hyperlink to edit report to reflect Tech permission.
  • Updated Exchange Web Service library to fix a nullPointer triggered by certain messages and reduce the extraneous log messages generated.
  • Adjusted the customized Tech email signature feature. Removed the check box, and now it is populated by default with tags.
  • Fixed various JS problems that were triggering IE script debugger.
  • Fixed a conflict between Exchange Web Service and Apple Push Notifications.
  • Fixed file uploader in PO editor.
  • Reduced max items per list view page to 100.
  • Fixed Tomcat configuration to not accept weak ciphers.

New in Web Help Desk 10.0.19.0 (Jun 7, 2011)

  • Adds new enhanced user-interface features for modern standards-compliant browsers: full-row highlighting in ticket lists; ajax hover popups to view full request and note details, client contact info, and attachments; new quick-note editor for adding ticket notes and sending e-mail directly from list view (click the "+" icon that appears when hovering over the Latest Ticket Notes column). Enhanced UI mode performs poorly in IE 7/8. It can be disabled in the account preferences for each Tech.
  • Adds option to select colors for Priority and Status types.
  • Adds option to disable tech session timeouts for open windows. (Setup > General > Authentication > Disable Tech Session Timeouts for Open Windows)
  • Adds ability to merge tickets together.
  • Adds ability to make notes from problem tickets appear in related incident tickets.
  • Adds ability to specify time of day for asset reservations.
  • Adds option to share parent ticket notes with child tickets, and vice-versa.
  • Fixes client interface to not show tickets for departments that have been disabled, nor to show the administrative options to Client Admins of disabled departments.
  • Fixes problem where ticket importer would not allow more than 80 characters for the total request type list, rather than 80 characters for each request type.
  • Fixes a problem where new attachments added by e-mail were not included in the next e-mail when the "Embed New Attachments" preference is selected.
  • Fixes Request criteria in ticket advanced search to match against both the request detail and the subject of the tickets.
  • Restricts max Items per Page to 250 items to prevent server/database overload.
  • Progress bars now use Ajax instead of browser refreshes.
  • Various other performance and stability improvements.

New in Web Help Desk 10.0.18.3 (Nov 18, 2010)

  • Fixes issue that prevented authentication from Web Help Desk Mobile with tech accounts that are synchronized with LDAP.

New in Web Help Desk 10.0.18.2 (Nov 18, 2010)

  • Fixes a problem in version 10.0.18.1 that could cause database update failures when updating from a version prior to 9.2.3.9.
  • Fixes problem where asset reservations that were checked out could no longer be deleted, even after they were checked back in.

New in Web Help Desk 10.0.18.1 (Nov 18, 2010)

  • Adds ability to specify a custom footer for e-mail.
  • Fixed to remove floating list header when running on mobile Safari.
  • Fixes an issue with LDAP client synchronization that caused all clients to be associated with the same company. Also fixes new companies created through an LDAP sync to be connected to the clients' locations.

New in Web Help Desk 10.0.18 (Nov 18, 2010)

  • Fixes issue that could cause WHD Mobile iPhone application to fail to authenticate with certain passwords. (An update to WHD Mobile will be available in the iTunes store shortly.)
  • Adds Company attribute to LDAP Connections.
  • Adds Company Manager column to Company importer.
  • Adds Company column to Client importer.
  • Fixes NullPointerException that could occur when a completed-survey e-mail was sent to a client after taking a survey via the web UI.
  • Column headers in ticket list view now remain in view when scrolling down. (Does not yet work with Internet Explorer.)
  • Fixes NullPointerException that could occur when saving an Outgoing Mail Account.
  • Fixes NullPointerException that could occur in the daemon under certain conditions when clients are not allowed to create e-mail tickets.
  • Fixes problem where support key expiration for demo licenses was sometimes set incorrectly.
  • Adds Client custom fields to the Client Info section of Tech e-mail.
  • Adds option to show ticket histories in Ticket list PDFs. ("PDF Show History" option in Column Set editor.)
  • Adds ability to specify work days in Business Zone editor.
  • Fixes issue where Excel/TSV exports were formatting BBCode tags, resulting in formatting loss when importing the export files.

New in Web Help Desk 10.0.17.1 (Nov 18, 2010)

  • Fixes formatting issues in Excel/TSV exports for certain types of custom fields.
  • Fixes problem where user would sometimes be required to log in twice after a password reset.
  • Group tickets list now includes all tickets assigned to the user, regardless of the group assigned to the ticket. Also includes all tickets assigned to the user's tech group levels regardless of location/department assignments.
  • Fixes an issue in which ticket locks weren't released under certain conditions.
  • Adds an option to set the ticket status when sending a single note e-mail.
  • Adds improved detection and handling of insufficient encryption privileges. (As of version 10.0.17, unlimited-strength cryptography is required in order to support Apple Push Notifications and the new license key format.)
  • Fixes the "Count Time" selection to not be ignored when creating new Status Types. (Previously, a re-save with the desired selection was required after saving a new status type.)
  • Fixes a problem causing the Location default Priority to not be applied until after a Location Request Type is selected.
  • Adds logging info to help troubleshoot issues in which an e-mail's message body cannot be retrieved.
  • Fixes a NullPointerException that could occur when removing a Client Admin from a Location or Department.
  • Fixes invoices to use localized labels for "Labor" and "Travel."
  • Includes internal structural changes required by updates to various 3rd-party libraries.
  • Fixes problem in monthly scheduled reports that could cause the report to be sent repeatedly if day of week scheduling is selected (rather than a specific day of the month).

New in Web Help Desk 10.0.17 (Nov 18, 2010)

  • Added support for new optional "Company" entity that can contain one or more Locations. Techs can be assigned to Locations via Company. Company is available to Client, Asset (via asset Location) and Reporting.
  • Added support for ignoring Location/Department at the Tech Group Level -- this allows techs in the level to be auto-assigned to tickets, view the level tickets in Group Tickets view and receive e-mail notification regardless of Location/Department group membership.
  • Added display of Location Service Time to profile view for admin contacts of locations with service time blocks.
  • Added support for Ticket Type in column set and TSV.
  • Added support for "Public" message type that is only viewable from the login page. These messages are separate from the existing "Client" messages which are now only viewable after login.
  • Added new "Messages" view in Client interface.
  • Added error messages for system clock errors and invalid database connection settings.
  • Added history entries for client change and creator change (if client).
  • Added support for request type as item in e-mail subject (var8).
  • Added service contract expiration option to Advanced Asset Search Date field.
  • Changed license key format -- a valid support key is now required to access http://support.webhelpdesk.com. This will be enabled on 10/22/10.
  • Changed the client CC email to make the ticket number a link to the ticket if the client is allowed to edit the ticket (is a client admin for the ticket with edit permissions).
  • Changed the STATUS_TYPE_CUSTOM_FIELD_DEF column name to STATUS_TYPE_CUST_FIELD_DEF because the name was too long for Oracle. If you had defined any specific Additional Activated Custom Fields at Setup > Status Types > [edit status type], you must re-link your custom field selections to the status type(s).
  • Fixed problem with password reset where it required two attempts for the new password to work.
  • Fixed ticket lock caching issue so techs no longer have to log out/in for ticket lock indicators to be refreshed.
  • Fixed potential NPE that could come up in tickets if/when an outgoing email account is deleted.
  • Fixed issue where the attachment paperclip icon was missing from the notes in emails.
  • Fixed problem where the Room wasn't being correctly applied from a quick ticket.
  • Fixed NPE that could occur when attempting to save a Quick Ticket that doesn't not have a Request Type specified.
  • Fixed javascript error triggered by changing ticket request type after editing a Tech Note.
  • Fixed editing ability from System generated messages from Tech message editor.
  • Fixed display of billing rate popup if parts and billing is disabled.
  • Fixed problem where the ticket approval method (email/web) was doing the opposite of the UI settings in the client interface.
  • Fixed problem where the custom field date selector wouldn't work for new tickets in the tech interface.
  • Fixed data model bug affecting PostgreSQL.
  • Fixed logout problem that occurred when an img tag was included in a ticket description or note.
  • Fixed NPE that could come up when sorting Date custom fields. Also fixed other problems when sorting the other, non-text custom fields.

New in Web Help Desk 10.0.16.1 (Nov 18, 2010)

  • Fixed: Minor changes to daemon to improve memory use

New in Web Help Desk 9.1.24 (Apr 17, 2009)

  • Minor feature enhancements and bug fixes.

New in Web Help Desk 8.4.6.10 (Jun 11, 2008)

  • Added-Support for new license key format.
  • Added-Updated MySQL driver.
  • No longer locks entire EO_PK table when creating or incrementing primary keys.