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Home > Success Center > Web Help Desk (WHD) > Web Help Desk (WHD) Documentation > Web Help Desk Administrator Guide > Introduction

Introduction

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

Views: 2,000 Votes: 0 Revisions: 4

SolarWinds® Web Help Desk® is a web-based automated ticketing solution that helps you manage your IT support requests for both internal and external clients. Use Web Help Desk to create and manage tickets through the web console. It also supports email ticket creation, automatic ticket assignment and escalation, asset management, and incident and problem management.

video-small.gif   Check out this video (1:23) for information about training and documentation resources available to help you implement Web Help Desk

All help desk processes are managed through the web console. After you set up the application, you can configure Web Help Desk to perform specific tasks. These tasks include routing tickets to a specific help desk technician or work group and creating new tickets from email requests or alert messages from a supported monitoring application.

You can run Web Help Desk on the following operating systems and platforms:

  • Microsoft® Windows Server®
  • Apple® OS X
  • Red Hat® Enterprise Linux®
  • Fedora™
  • CentOS

Key features

Web Help Desk provides the following features for managing your enterprise or managed service provider (MSP) help desk operations:

  • Ticket checklists
  • Request type archive
  • Parent/Child service relationships
  • Automated ticket processing
  • IT asset management and inventory
  • SolarWinds product integration
  • Federal Information Processing Standards (FIPS) 140-2 compliant cryptography

Ticket checklists

You can create a ticket checklist to ensure that all ticket tasks are completed before a ticket is closed. Techs can create an ad-hoc checklist from within a ticket or an administrator can create checklists templates to automate your ticketing process. 

Checklist templates can help you automate your ticketing process by ensuring that all steps are completed before the ticket is closed. To automate your ticketing process, an administrator can create a checklist template and assign the template to new request types. This process ensures that all techs have a consistent list of checklist items to complete for each request type, as well as reduce the overhead of child tickets that provide the same functionality.

Request type archive

You can archive a request type in the Web Help Desk Administrator Console. This process archives the request type and all associated tickets so they are hidden from clients and techs.

When an administrator generates a report, the request type and associated ticket information are included in the report. The archived request type is appended with [A] in the reports and dashboard widgets. You can remove a request type from the archive by clearing the corresponding checkbox. The archived ticket data does not display in the dashboard widgets.

Parent/child service relationships

You can link multiple service requests to one parent ticket to address a repeated issue or task (such as on-boarding a new employee or tracking your IT projects). You can also pass notes, attachments, and custom fields between parent and child tickets to share data to relevant tasks.

Automated ticketing processing

You can generate help desk tickets manually in the user interface or automatically by emails from any third-party monitoring tool. You can also create tasks to link a ticket automatically to an existing ticket that triggers an action rule.

If you are running DameWare® Mini Remote Control (included with SolarWinds Help Desk Essentials), you can establish a remote connection and troubleshoot a client system directly from a ticket or asset and save remote session details into a new or existing ticket.

IT Asset management and inventory

Using Windows Management Instrumentation (WMI) or supported third-party discovery tools, you can search a specific IP address range in your corporate network and create a list of client assets (such as computer systems, installed software, and attached peripherals). When asset discovery is completed, you can use DameWare MRC to connect remotely to a client system, troubleshoot the issue, and append remote session information to a new or existing ticket.

IT change management

You can manage change control in your organization using automated approval processes. These include creating approver roles, assigning departments and clients to approver roles, and configuring approval processes.

SolarWinds Product Integration

You can automatically create new tickets from alerts received from the following SolarWinds monitoring products:

  • SolarWinds Network Performance Monitor (NPM)
  • SolarWinds Server and Application Monitor (SAM)
  • SolarWinds Network Configuration Manager (NCM)

If the ticket is not resolved within a preconfigured span of time, Web Help Desk can escalate the ticket and send an SMS alert to the assigned help desk technician. Additionally, when you create new tickets, you can send notes to the end user to provide status or request additional information.

FIPS 140-2 compliant cryptography

You can configure your deployment for FIPS 140-2 compliance cryptography. This configuration is required for computer systems installed in U.S. Federal government agencies and companies in a regulated industry (such as healthcare and financial institutions) that share and distribute sensitive but unclassified (SBU) information.

Architecture

The following illustration provides a high-level view of Web Help Desk in a stand-alone installation. In this example, Web Help Desk is installed on a dedicated server with your choice of an embedded PostgreSQL database or an external database such as MySQL™ or Microsoft® SQL Server®

Beginning in 12.5.1, the Web Help Desk Admin Console uses secure port 8443 by default to connect to the Web Help Desk server. 

The following illustration provides a high-level view of a Web Help Desk stand-alone installation integrated with the Orion Platform.  This configuration links Web Help Desk to SolarWinds Network Performance Monitor (NPM), Server and Application Monitor (SAM), and Network Configuration Manager (NCM) systems to automatically create new tickets from Orion platform alerts and dispatch the appropriate techs to address the issue.

Beginning in 12.5.1, the Web Help Desk Admin Console uses secure port 8443 by default to connect to the Web Help Desk server. 

 

 
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