Tools
Self-Led Project Plan for Web Help Desk
This article provides a step-by-step guide for self-led onboarding of SolarWinds Web Help Desk. Configure and secure Web Help Desk, integrate email and assets, define technicians and clients, set up alerts and reporting, and optimize the help desk environment for usability, performance, and service delivery.
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Overview
Installation & Setup
Review System Requirements
Ensure your environment meets prerequisites.
System Requirements
Install Web Help Desk
Download the latest installer from the Customer Portal and run as administrator on Windows/Linux/macOS servers.
WHD Installation and Upgrade Guide
Configure Initial Settings
The initial steps you need to start using the Web Help Desk.
WHD Getting Started Guide
Monitoring Configuration
Set Up Ticket Processing
Defines how tickets are created, routed, prioritized, and automated using request types, statuses, priorities, custom fields, and tasks.
Ticket Setup
Configure Assets & Locations
Add locations/rooms, scan networks via WMI for asset discovery, and link assets to tickets for lifecycle tracking.
Create Locations
Create Assets
Email Integration
Set up inbound email accounts to enable auto-ticket creation and outbound email accounts to deliver outgoing mails.
Configure outgoing email account
Configure incoming email account
User Accounts & Permissions
Configure Techs
Configure tech accounts with roles, schedules, business zones, supervisors, statuses, and notification/backup settings for handling tickets.
Create tech accounts
Configure Clients
Define client records, permissions, and custom fields, importing from AD/LDAP when possible, or manually creating client accounts with contact, login, and approval settings.
Define clients
Manually create a client account
Set Security & Authentication
Enable Active Directory/LDAP/SSO, configure role-based access (Admin/Tech/Client), and secure with HTTPS/TLS best practices.
Security Guide
Alerts & Reporting
Configure Rules & Notifications
Create action rules for ticket alerts, email notifications, and escalations based on SLA breaches or unassigned tickets.
Action Rules
Generate Dashboards & Reports
Customize dashboard widgets for ticket metrics, export reports on resolution times, asset usage, and technician performance.
Reporting
Troubleshooting
Access Logs & Diagnostics
Collect diagnostic information in WHD
Best Practices & Enhancements
Enable Self-Service
Activate client portals for ticket submission/status views, knowledge base FAQs, and asset lookups to reduce tech workload.
Notes
- This plan is designed for customers who prefer a self-paced onboarding experience.
- For assisted onboarding, refer to SolarWinds Deployment Services.
- For troubleshooting, contact SolarWinds Support.