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

Version Requirements

WHD v12.0.0 has the following software and hardware requirements:

Software

Hypervisor

WHD fully supports installations on VMware Virtual Machines and Microsoft Virtual Servers when the servers meet the minimum configuration requirements. Virtual server requirements are the same as the physical server requirements described in the software and hardware requirements above.

Database

In version 12.0.0, WHD no longer supports FrontBase, OpenBase, and Oracle databases. This version supports:

• Embedded PostgreSQL 9.1 and 9.2
• External MS-SQL 2008 and 2012
• External MySQL 5.5

Discovery Connectors

Use the following software for discovery:

• Absolute Manage 6.1.3
• SCCM 2007 and 2012
• Casper 8.6
• Apple Remote Desktop 3.6

LDAP

WHD v12.0.0 has the following LDAP requirements:

• Active Directory 2003, 2008, and 2012
• Open Directory 4
• OpenLDAP 2.4

Hardware

Fixed Issues

Web Help Desk v10.2.0.27.1 and Earlier End Of Life

WHD v10.2.0.27.1 and previous WHD versions have entered the End-Of-Life (EOL) cycle. This means that SolarWinds will provide 3 months of maintenance, plus 15 months of support after this EOL announcement for WHD v10.2.0.27.1. After that time, SolarWinds will not provide any form of technical support (such as covering calls, engineering updates, etc.) for WHD v10.2.0.27.1.

For more information on EOL, see the SolarWinds EOL Policy.

Version History

This is WHD v12.0.0. Release notes for previous WHD versions include the following:

• WHD Release Notes v11.2.1
• WHD Release Notes v11.2.0
• WHD Release Notes v11.0.8
• WHD Release Notes v11.0.7

Legal

Copyright 1995-2013 SolarWinds Worldwide, LLC. All rights reserved worldwide.

No part of this document may be reproduced by any means nor modified, decompiled, disassembled, published or distributed, in whole or in part, or translated to any electronic medium or other means without the written consent of SolarWinds. All right, title, and interest in and to the software and documentation are and shall remain the exclusive property of SolarWinds and its respective licensors.

SOLARWINDS DISCLAIMS ALL WARRANTIES, CONDITIONS OR OTHER TERMS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON SOFTWARE AND DOCUMENTATION FURNISHED HEREUNDER INCLUDING WITHOUT LIMITATION THE WARRANTIES OF DESIGN, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, AND NONINFRINGEMENT. IN NO EVENT SHALL SOLARWINDS, ITS SUPPLIERS, NOR ITS LICENSORS BE LIABLE FOR ANY DAMAGES, WHETHER ARISING IN TORT, CONTRACT OR ANY OTHER LEGAL THEORY EVEN IF SOLARWINDS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

The SolarWinds, the SolarWinds & Design, ipMonitor, LANsurveyor, Orion, and other SolarWinds marks, identified on the SolarWinds website, as updated from SolarWinds from time to time and incorporated herein, are registered with the U.S. Patent and Trademark Office and may be registered or pending registration in other countries. All other SolarWinds trademarks may be common law marks or registered or pending registration in the United States or in other countries. All other trademarks or registered trademarks contained and/or mentioned herein are used for identification purposes only and may be trademarks or registered trademarks of their respective companies. Microsoft®, Windows® and SQL Server® are registered trademarks of Microsoft Corporation in the United States and/or other countries.

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

Known Issues:

• On Windows 8, Web Help Desk does not automatically start after installation. You must manually run whd_start. For more information, see KB 4502.

For installation instructions and other Web Help Desk documentation, please see the following:

Documentation -
http://www.solarwinds.com/documentation/WebHelpDesk/whdDoc.aspx

Knowledge Base -
http://knowledgebase.solarwinds.com/kb/categories/SolarWinds+Web+Help+Desk/

Copyright © 1995-2013 SolarWinds Worldwide, LLC. All rights reserved worldwide.

No part of this document may be reproduced by any means nor modified, decompiled, disassembled, published or distributed, in whole or in part, or translated to any electronic medium or other means without the written consent of SolarWinds. All right, title, and interest in and to the software and documentation are and shall remain the exclusive property of SolarWinds and its respective licensors.

SOLARWINDS DISCLAIMS ALL WARRANTIES, CONDITIONS OR OTHER TERMS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON SOFTWARE AND DOCUMENTATION FURNISHED HEREUNDER INCLUDING WITHOUT LIMITATION THE WARRANTIES OF DESIGN, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, AND NONINFRINGEMENT. IN NO EVENT SHALL SOLARWINDS, ITS SUPPLIERS, NOR ITS LICENSORS BE LIABLE FOR ANY DAMAGES, WHETHER ARISING IN TORT, CONTRACT OR ANY OTHER LEGAL THEORY EVEN IF SOLARWINDS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

The SolarWinds, the SolarWinds & Design, ipMonitor, LANsurveyor, Orion, and other SolarWinds marks, identified on the SolarWinds website, as updated from SolarWinds from time to time and incorporated herein, are registered with the U.S. Patent and Trademark Office and may be registered or pending registration in other countries. All other SolarWinds trademarks may be common law marks or registered or pending registration in the United States or in other countries. All other trademarks or registered trademarks contained and/or mentioned herein are used for identification purposes only and may be trademarks or registered trademarks of their respective companies. Microsoft®, Windows®, and SQL Server® are registered trademarks of Microsoft Corporation in the United States and/or other countries.

1. LDAP created deleted account.
2. Duplicate accounts were being created for some LDAP connection clients.
3. LDAP password cache not respecting time limit parameter.
4. PCI test would show a failure. Failure was actually an incorrect test result report. Modified WHD to return 404 error on password hack attempt.
5. Web Help Desk supports FirstClass LDAP directories.
6. 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.”
7. 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″).
8. 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.
9. 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:

1. 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.
2. 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.
3. Asset Discovery – Installed Applications inaccurate using Absolute Manager discovery connections.
4. WHD may become unresponsive after a scheduled restart. Workaround is to manually restart WHD.
5. 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.
6. Custom logos not rendering on HTML e-mail.
7. Restricting access to child ticket request types causes the parent request types list to be blank, eliminatining the ability to retrieve child request type.
8. The Check/Uncheck All check box does not work for tabular reports with more than 50 items.
9. Reports showing Tickets by Week intermittently will show incorrect week dates.

For installation instructions and other Web Help Desk documentation, please see the following:

Documentation -
http://www.solarwinds.com/documentation/WebHelpDesk/whdDoc.aspx

Knowledge Base -
http://knowledgebase.solarwinds.com/kb/categories/SolarWinds+Web+Help+Desk/

Copyright © 1995-2012 SolarWinds Worldwide, LLC. All rights reserved worldwide.

No part of this document may be reproduced by any means nor modified, decompiled, disassembled, published or distributed, in whole or in part, or translated to any electronic medium or other means without the written consent of SolarWinds. All right, title, and interest in and to the software and documentation are and shall remain the exclusive property of SolarWinds and its respective licensors.

SOLARWINDS DISCLAIMS ALL WARRANTIES, CONDITIONS OR OTHER TERMS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON SOFTWARE AND DOCUMENTATION FURNISHED HEREUNDER INCLUDING WITHOUT LIMITATION THE WARRANTIES OF DESIGN, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, AND NONINFRINGEMENT. IN NO EVENT SHALL SOLARWINDS, ITS SUPPLIERS, NOR ITS LICENSORS BE LIABLE FOR ANY DAMAGES, WHETHER ARISING IN TORT, CONTRACT OR ANY OTHER LEGAL THEORY EVEN IF SOLARWINDS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

The SolarWinds, the SolarWinds & Design, ipMonitor, LANsurveyor, Orion, and other SolarWinds marks, identified on the SolarWinds website, as updated from SolarWinds from time to time and incorporated herein, are registered with the U.S. Patent and Trademark Office and may be registered or pending registration in other countries. All other SolarWinds trademarks may be common law marks or registered or pending registration in the United States or in other countries. All other trademarks or registered trademarks contained and/or mentioned herein are used for identification purposes only and may be trademarks or registered trademarks of their respective companies. Microsoft®, Windows®, and SQL Server® are registered trademarks of Microsoft Corporation in the United States and/or other countries.

1. Product now displays the full version number in General > System Information.

Bugs Fixed in this version:

1. FrontBase service doesn’t run after fresh installation WHD in Mac OS.
2. IE: Ticket buttons are disabled when the ticket is saved.
3. Safari cannot display start screen after fresh installation.
4. WHDPrivilegedNetworks not working correctly.
5. Saving tech notes occasionally results in an error that states that there was a problem with rowdiffs.
6. WHD for Exchange EWS connections is sometimes unable to make SSL connections to Exchange servers.
7. Bug in saving tickets with validation errors.
8. Multiple users creating a new ticket within 0.5 seconds of each other.
9. Vulnerability in createTicket URL.
10. Vulnerability in tickets view.
11. Duplicate status change history for a single tech note.
12. Send buttons are truncated on Ticket-Notes.
13. Error saving tech note: java.lang.NullPointerException.
14. Send a note button emails full ticket instead of single note.
15. User gets logged off after login.

Known Issues:

1. Correct Custom Fields not Appearing on Specific Asset Types. Single report only. Unable to reproduce issue.
2. Deadlock error when submitting e-mail reply to a merged ticket. Single report only. Unable to reproduce issue
3. 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.
4. Unable to view survey results in certain time zone settings. Selecting a different timezone name with the same UTC offset corrects the issue.
5. 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.
6. HTML tags showing in Client UI. Displays formatting code in FAQ widget when creating a ticket. Cosmetic only.
7. 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.
8. Asset Discovery – Installed Applications inaccurate using Absolute Manager discovery connections.
9. Reports of action rules being applied to wrong tickets. Unable to reproduce.

For installation instructions and other Web Help Desk documentation, please see the following:

Documentation -
http://www.solarwinds.com/documentation/WebHelpDesk/whdDoc.aspx

Knowledge Base -
http://knowledgebase.solarwinds.com/kb/categories/SolarWinds+Web+Help+Desk/

Copyright © 1995-2012 SolarWinds Worldwide, LLC. All rights reserved worldwide.

No part of this document may be reproduced by any means nor modified, decompiled, disassembled, published or distributed, in whole or in part, or translated to any electronic medium or other means without the written consent of SolarWinds. All right, title, and interest in and to the software and documentation are and shall remain the exclusive property of SolarWinds and its respective licensors.

SOLARWINDS DISCLAIMS ALL WARRANTIES, CONDITIONS OR OTHER TERMS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON SOFTWARE AND DOCUMENTATION FURNISHED HEREUNDER INCLUDING WITHOUT LIMITATION THE WARRANTIES OF DESIGN, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, AND NONINFRINGEMENT. IN NO EVENT SHALL SOLARWINDS, ITS SUPPLIERS, NOR ITS LICENSORS BE LIABLE FOR ANY DAMAGES, WHETHER ARISING IN TORT, CONTRACT OR ANY OTHER LEGAL THEORY EVEN IF SOLARWINDS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

The SolarWinds, the SolarWinds & Design, ipMonitor, LANsurveyor, Orion, and other SolarWinds marks, identified on the SolarWinds website, as updated from SolarWinds from time to time and incorporated herein, are registered with the U.S. Patent and Trademark Office and may be registered or pending registration in other countries. All other SolarWinds trademarks may be common law marks or registered or pending registration in the United States or in other countries. All other trademarks or registered trademarks contained and/or mentioned herein are used for identification purposes only and may be trademarks or registered trademarks of their respective companies. Microsoft®, Windows®, and SQL Server® are registered trademarks of Microsoft Corporation in the United States and/or other countries.