Submit a ticketCall us

AnnouncementsChange Is Inevitable

Get valuable help when it comes to tracking and monitoring changes. SolarWinds® Server Configuration Monitor (SCM) is designed to help you: detect, track, and receive alerts when changes occur, correlate system performance against configuration changes, compare server and application configuration against custom baselines, and verify application and system changes.

Learn more.

Home > Success Center > Web Help Desk (WHD) > WHD - Knowledgebase Articles > How to set the request types for Web Help Desk techs

How to set the request types for Web Help Desk techs

Table of contents

Overview

You may have request types that require unique restrictions to key personnel. For example, in the HR department, you may need to have a Reset Password request type in your HR department, which should only be available to the IT helpdesk personnel in the HR department. This article describes how to create these settings for your personnel. 

Environment

All Web Help Desk versions

Steps

  1. Log in to Web Help Desk as an administrator. 
  2. Click Setup > Companies and Locations > Departments. 
  3. Click New.
  4. Complete the form to add a new department. 
    department_form.png
    1. Enter a department name.
      For example, HR.
    2. Enter a phone number.
    3. Select the default client admin permissions.
    4. Complete the remaining field, and click Save. 
  5. Click Department Groups.
  6. Click New.
  7. Complete the Group Name form.
    group_name2.png
    1. Enter a group name. For example, Help Desk.
    2. Select a group manager.
    3. Click Save.
  8. Click the Assigned Techs tab in the form.
  9. Click Edit.
  10. Select the required technicians, and click Save.
    The assigned techs display in the form.
    assigned_techs.png
  11. Click Tickets > Request Types.
  12. Click New.
    The New Request Types form displays. 
    enter_form_details.png
  13. Update the form. 
    1. In the Request Type field, enter Reset Password.
    2. Click the Parent Type drop-down menu and select HR Request
    3. Click the Tech Group drop-down menu and select Helpdesk.
    4. In the Departments field, select Specific.
    5. In the Selected Departments field, select the HR checkbox.
    6. Complete the additional fields and selections as required.
  14. Click Save. 
Last modified

Tags

Classifications

Public