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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Set up the application > Configure the database

Configure the database

Created by Steve.Hawkins, last modified by Anthony.Rinaldi_ret on Jul 18, 2016

Views: 566 Votes: 0 Revisions: 4

SolarWinds Web Help Desk supports the following databases:

  • Embedded PostgreSQL 
  • MySQL™
  • Microsoft® SQL Server Standard or Enterprise Edition

If your Web Help Desk deployment requires database management features such as failover clusters, do not use the embedded PostgreSQL database included with . Failover clusters are not available with the  embedded PostgreSQL database.

If you choose embedded PostgreSQL as your primary database, Web Help Desk installs the database on the Web Help Desk server during the installation. No additional configuration is required. 

If you choose non-embedded, non-default Microsoft SQL Server or MySQL as your primary database, install the database engine and management tools on a separate server prior to installing Web Help Desk. See the Microsoft Technet or MySQL website for installation instructions.

Install SQL Server or MySQL on a dedicated drive with at least 20 GB of space to accommodate the database engine, management tools, help desk tickets, and ticket file attachments. You can also configure Web Help Desk to use a new SQL Server database instance on an existing server running SQL Server.

After you install the MySQL software, prepare the MySQL time zone tables.

After you install the SQL Server software, enable TCP/IP on the SQL server and create and configure your SQL Server database. 

Prepare the MySQL time zone tables

If you choose non-embedded, non-default MySQL as your primary database, install the database and manually populate your time zone system tables. 
You can search for tickets using two new qualifiers: Due Date and First Call Resolution. These qualifiers rely on data located in four MySQL system tables:

  • time_zone
  • time_zone_name
  • time_zone_transition
  • time_zone_transition_type 

These tables are created when you install MySQL in your deployment, but are not populated by default with data.  requires this data because Due Date and First Call Resolution qualifier logic is implemented from within the database.

If the database is missing time zone data, these qualifiers do not work properly.

When you install your MySQL database, be sure to manually populate these system tables with time zone data. See the MySQL website and follow the instructions for MySQL Server time zone support. 

You can check the system tables by executing the following query:
SELECT * FROM mysql.time_zone

If the query does not create new table rows, the tables are not populated with data. 

Enable TCP/IP on SQL Server

Configure the following settings in the SQL Server Configuration Manager. 

Setting Value
TCP/IP Protocol Enabled in SQL Server Network Configuration > Protocols for SQL 20xx
IP Address (if installed on the Web Help Desk server)

Server IP address (if installed on a separate server)

TCP Port 1433
TCP Dynamic Ports Blank

Create and configure your SQL Server database

Configure the following settings in the SQL Server Management Studio for SQL Server to create and configure SQL Server to the Web Help Desk database instance.

Setting Value
SQL Server and Windows Authentication Mode Enabled
Login Name whd
SQL Server Authentication: Password Enabled and configured
SQL Server Authentication: Enforce password policy Disabled
SQL Server Authentication: Enforce password expiration Disabled
SQL Server Authentication: User must change password at next login Disabled
Database name whd
Database owner whd


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