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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Set up the application > Create tech accounts

Create tech accounts

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

Views: 58 Votes: 0 Revisions: 5

Each tech that logs in to Web Help Desk must have an account. You can use the Techs page to define the techs that will log in to Web Help Desk. For each tech, you can define their work schedule, location, associated tech group, and business zone.

When you create a non-admin tech account, you must specify the tech's supervisor. As a result, SolarWinds recommends creating the supervisors' accounts first.

The Tech Name column includes a list of a techs in your tech group. Some tech names may include the following icons indicating their availability status.

Indicator Status Description
[ C ] Concurrent The tech is assigned to a concurrent license.
[ D ] Deleted The tech account was deleted.
[ I ] Inactive The tech account is inactive.
[ S ] Not on schedule The tech has a specific work schedule outside the assigned business zone.
[ V ] Vacation The tech is on vacation.

You can configure all statuses except Concurrent in the Scheduling Setup section of each tech account. If the tech is assigned to a Concurrent license, the tech must wait for an available license to use Web Help Desk.

SolarWinds recommends creating the supervisor before creating the techs who report to that supervisor. Using this method, you can assign a supervisor to each tech as you create the tech.

  1. In the toolbar, click Setup and select Techs > Techs.
  2. Click New.
  3. Enter the tech's name, Web Help Desk credentials, and contact information. All bold fields are required.

    For more information about any field, see the tooltips.

    File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/070/0T0/WHD-OB-Tech-Name.png

  4. Specify the account type. For tech accounts, specify the tech's permissions and supervisor.

    A supervisor is required for tech accounts, but optional for admin accounts.

    File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/070/0T0/WHD-OB-Tech-Acct-Type.png

  5. To enable the tech to access the Web Help Desk client interface, link the tech to a client account.

    File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/070/0T0/WHD-OB-Tech-LinkedClient.png

    When the tech account is linked to a client account, the Switch to Client Account icon File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/070/0T0/WHD-OB-TechTraining-ClientIcon_18x18.png is available in the upper-right corner. The tech can click this button to display the interface exactly as the selected client sees it.

    Tech accounts can be linked to actual client accounts or a demo client account. If you link to a demo client account with the same user name as the tech, a message warns you that the client won't be able to log in except as a tech linked to the client account. Because that is the intent, you can ignore the message.

  6. Specify the number of notes and history entries to display on a ticket. Additional entries will be collapsed by default.
  7. In the Asset Setup section, select the technologies that this tech can use to connect remotely to an asset.

    The Assets > Options configuration determines which technologies this section lists.

  8. In the E-Mail Setup section, specify the email settings and select the events that generate an email to this tech.
  9. To prevent Web Help Desk from escalating a ticket to this tech when the tech is not scheduled to work:
    1. Specify the tech's business zone.
    2. If the tech's work schedule is different than the default work schedule for that zone, specify the work schedule.
    3. Indicate if the tech is on vacation.
    4. Optionally, select a backup tech to receive this tech's escalated tickets.
    5. Indicate whether the account is active.

    File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/070/0T0/WHD-OB-Tech-Schedule.png

  10. Click Save to save your changes.
 
Last modified
14:04, 18 Jul 2016

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