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Home > Success Center > Web Help Desk (WHD) > Web Help Desk 12.5.1 Installation Guide > Install Web Help Desk > Install Web Help Desk in a stand-alone deployment

Install Web Help Desk in a stand-alone deployment

Updated: July 6, 2017

These instructions provide stand-alone installation steps for installing Web Help Desk on a dedicated server.

For advanced configuration requirements and steps such as Federal Information Processing Standard (FIPS) 140-2 compliant cryptography, see the Web Help Desk Administrator Guide.

Prepare for the install

Use this procedure to prepare for the Web Help Desk installation.

File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 1. Locate the external database credentials

If you plan to use SQL Server or MySQL for your primary database, locate:

  • The IP address or host name and port of the database server
  • The database name
  • The database user name and password
File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 2. Check your administrator account credentials
  • Use an account with local administrative rights.
  • Verify the account is not subject to any local or group policy restrictions.
  • Use the Run as administrator option when launching the installer on a system running Windows Server 2008.

Install Web Help Desk

Install Web Help Desk on a server running:

Install Web Help Desk on a server running Microsoft Windows Server

Use this procedure to install a production or evaluation copy of Web Help Desk on a server running Windows Server.

File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 1. Download the ZIP from the Customer Portal
  1. Log in to the Web Help Desk server as an administrator.
  2. Quit all other programs.
  3. Log in to the Customer Portal.
  4. Download Server for Windows 64-bit.
File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 2. Extract the file from the ZIP file

Extract the contents of the WebHelpDesk-12.5.x-x64.zip file. The ZIP file includes the following files:

  • WebHelpDesk-12.5.x.x64.exe: installs Web Help Desk and the latest hotfix (if available) on a stand-alone 64-bit server.
  • WHD-12.5.x.xxxx-Hotfix: contains the latest hotfix files (if available).
File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 3. Run the installation file
  1. Right-click webhelpdesk-12.5.x.64.exe and select Run as Administrator.

  2. Complete the on-screen instructions.
  3. When the installation is complete, click Done.

    The Configuration Wizard opens the default browser.

File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 4. Complete the Configuration Wizard See Complete the installation.

Install Web Help Desk on a server running Mac OS X or macOS

Use this procedure to install a production or evaluation copy of Web Help Desk on a server running Mac OS X or macOS.

File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 1. Download the ZIP from the Customer Portal
  1. Log in to the Web Help Desk server as an administrator.
  2. Quit all other programs.
  3. Log in to the Customer Portal.
  4. Download Server for Mac OS X.
File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 2. Extract the files from the ZIP file

Extract the contents of the webhelpdesk-12.5.x.64.pkg file. The ZIP file includes the following files.

  • webhelpdesk-12.5.x.64.pkg: installs Web Help Desk and the latest hotfix (if available) for a standalone server.
  • WHD-12.5.x.xxxx-Hotfix: contains the latest hotfix files (if available).
File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 3. Run the installation file.
  1. Double-click webhelpdesk-12.5.x.64.pkg.

  2. Complete the on-screen instructions.
  3. When the installation is complete, click Done.

    The Configuration Wizard opens the default browser.

File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 4. Complete the Configuration Wizard See Complete the installation.

Install Web Help Desk on a server running Red Hat Linux 64-bit

Use this procedure to install a production or evaluation copy of Web Help Desk on a server running Red Hat Linux.

File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 1. Download the ZIP from the Customer Portal
  1. Log in to the Web Help Desk server as an administrator.
  2. Quit all other programs.
  3. Log in to the Customer Portal.
  4. Download Server for Red Hat Linux 64-bit.
File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 2. Extract the files from the ZIP file
  1. Extract the contents of the WebHelpDesk-12.5.x.xxxx.x86_64.rpm.gz file.
  2. Open a terminal window and execute:

    gunzip webhelpdesk-12.5.X.x86_64.rpm

The unzipped file includes the following file:

WebHelpDesk-12.5.x.xxxx.x86_64.rpm

This file installs Web Help Desk for a standalone server.

File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 2. Run the installation file
  1. Open a terminal window and execute:

    rpm -ivh webhelpdesk-12.5.X.x86_64.rpm

  2. Open a web browser and navigate to:

    https://127.0.0.1:8443

    Secure port 8443 is the default port. If you log in using unsecure port 8081, a warning displays, indicating that the connection is not private.

    The Configuration Wizard displays.

File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 3. Complete the installation. See Complete the installation.

Complete the Installation

When the installation is completed, the Configuration Wizard runs on secure port 8443 in the default browser. Complete the wizard, and then enable and configure the 64-bit Java Virtual Machine (JVM) memory on the Web Help Desk server (if applicable).

If you log in using unsecure port 8081, a warning displays, indicating that the connection is not private.

File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 1. Select a database

Select a database for your Web Help Desk installation.

File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0030-Install_Web_Help_Desk/0010-Install_Web_Help_Desk_in_a_stand-alone_deployment/WHD-OB-Select-Embedded-Db_482x182.png

If you select Use the PostgreSQL database (recommended), click Next and go to step 3.

If you select Use Custom SQL database (advanced), click Next and go to step 2.

File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif

2. Set up the custom SQL database

(SQL Server only)

  1. In the Database field, select the database.

    File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0030-Install_Web_Help_Desk/0010-Install_Web_Help_Desk_in_a_stand-alone_deployment/WHD-OB-Select-External-Db_440x339.png

  2. Complete the remaining fields, and then click Test to test the database connection.
  3. To create an account on the database, click Create database and user account if necessary, enter the admin user name and password, and click Create.
  4. When you establish a connection with the database, click Next.
File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 3. Set up the email accounts
  1. Complete the fields as required to configure the incoming and outgoing email accounts.

    Each incoming mail account is associated with a specific request type, an optional tech group, and an outgoing mail account (SMTP server) used to deliver outgoing mail. For example, you could have an incoming mail account for all IT tickets, another account for HR tickets, and yet another for Facilities tickets. Web Help Desk checks the Incoming mail accounts each minute for new messages, processes the messages into tickets, and deletes the processed messages from the incoming mail server.

    If you are not ready to set up email accounts, you can skip this step and configure them later from the Web Help Desk web console. To continue without configuring email, click Skip this step.

    File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0030-Install_Web_Help_Desk/0010-Install_Web_Help_Desk_in_a_stand-alone_deployment/WHD-OB-EmailConfigWizard2_446x377.png

  2. Expand Advanced to set up the incoming mail ports.

    The incoming mail ports menu displays.

    File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0030-Install_Web_Help_Desk/0010-Install_Web_Help_Desk_in_a_stand-alone_deployment/WHD-OB-EmailAdvancedWizard2_368x303.png

  3. In the Incoming Mail Port field, enter the port number for incoming mail.

    By default, Web Help Desk uses your first configured incoming mail account request type as the default. After you complete the Getting Started Wizard, you can update your email account information at Setup > E-Mail.

  4. In the SMTP port field, enter the port number for outgoing mail.
  5. Complete the remaining fields and check boxes as required.
  6. Click Test to test your email address.

    If the email connection is good, a confirmation message displays.

    If the email connection is not good, verify the Test Email Addresses field value and then click Test.

  7. Click Next to continue.
File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 4. Set up the Admin account
  1. Complete the fields as required to create the default admin account.

    File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0030-Install_Web_Help_Desk/0010-Install_Web_Help_Desk_in_a_stand-alone_deployment/WHD-OB-AdminWizard2_417x294.png

    The default admin account is a local super user account used to:

    • Log in to SolarWinds Web Help Desk for the first time and configure the application.
    • Access all Web Help Desk settings and accounts.

    Administrators with a default admin account can create all user accounts, including additional admin accounts. The default admin account includes tech account privileges, so you can create and process tickets with tech privileges. Techs can have either Tech or Tech Admin account privileges.

  2. Click Next to continue.

    After you click Next, the Getting Started Wizard is no longer accessible. To change your settings after you initialize the application, click Setup in the Web Help Desk Admin Console menu bar and select a setup option.

File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif

5. (Optional) Add custom request types

  1. Create one or more request types.

    When you install Web Help Desk, the last step of the Web Help Desk Getting Started wizard allows you to add request types or edit preconfigured request types. This step of the wizard is optional.

    You may find it easier to add request types in the Tickets panel after Web Help Desk is configured.

    SolarWinds recommends that you click Finish to bypass this step in the wizard and take time to plan the request types you need. See Plan tech groups and request types in the Web Help Desk Getting Started Guide for information about creating request types.

    File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0030-Install_Web_Help_Desk/0010-Install_Web_Help_Desk_in_a_stand-alone_deployment/WHD-OB-RequestTypesWizard_423x292.png

  2. Click Finish.

    The Configuration Wizard applies your settings and configures the application.

    This process may take several minutes to complete.

File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif 6. Continue the setup
  1. Click Login as admin to continue the setup.

    File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0030-Install_Web_Help_Desk/0010-Install_Web_Help_Desk_in_a_stand-alone_deployment/whd_install_v12.6_congratulations_426x83.png

  2. If you accept the License Agreement, click Continue.

    The Wizard opens the Web Help Desk Admin Console on port 8443 using HTTPS.

    Web Help Desk is installed on your server.

  3. Click Done to exit the installer.
File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif

7. Enable the 64-bit Java Virtual Machine (JVM) memory

(64-bit systems only)

  1. On the Web Help Desk server, navigate to the Web Help Desk conf directory.

    • OS X and macOS: /Library/WebHelpDesk/conf
    • Microsoft Windows: \Program Files\WebHelpDesk\conf
    • Linux: /usr/local/webhelpdesk/conf
  2. Open the whd.conf file with a text editor (such as Notepad).
  3. Add the following argument to the JAVA_OPTS option:

    JAVA_OPTS="-d64"

  4. Save your changes.
File:Success_Center/Reusable_content_-_InfoDev/WHD/Web_Help_Desk_Installation_Guide/Web_Help_Desk_Install_Guide/0040-Uninstall_Web_Help_Desk/checkbox.gif

8. Increase the JVM memory

(64-bit systems only)

Web Help Desk requires additional max heap memory than the JVM memory default. After you enable the JVM, increase the MAXIMUM_MEMORY value in the whd.conf file and restart Web Help Desk.

  1. Determine the appropriate amount of memory for your deployment using the following formula:

    (Average number of concurrent techs x 150) + (Average number of concurrent users x 25) = MAXIMUM_MEMORY value

    For example, If the average number of concurrent techs is 10 and the average number of concurrent users is 50, the recommended MAXIMUM_MEMORY value is 2750 (which is 2.75 GB):

    (10 x 150 = 1500) + (50 x 25 = 1250) = 2750

    The MAXIMUM_MEMORY value should not be greater than the total memory in the Web Help Desk server.

  2. Update the whd.conf file for your operating system.

Microsoft Windows

  1. Navigate to the Web Help Desk directory located at:

    C:\Program Files\WebHelpDesk\

  2. Open the \conf directory.
  3. Open the whd.conf file in a text editor (such as Notepad).
  4. In the whd.conf file, locate the MAXIMUM_MEMORY parameter.
  5. Change the parameter value to the value you calculated in an earlier step.
  6. Save and close the file.
  7. Restart Web Help Desk.
    1. In the WebHelpDesk directory, right-click whd_stop.bat and select Run as Administrator.
    2. After the command prompt window closes, right-click whd_start.bat and select Run as Administrator.

OS X and macOS

  1. Using Finder, navigate to Applications > Utilities > Terminal and open the Terminal application.
  2. Connect to the Virtual Appliance.
  3. Change the directory to the Web Help Desk conf directory:

    cd /Library/WebHelpDesk/conf

  4. Open the whd.conf file by executing:

    sudo vi whd.conf

  5. Enter the following command to change the maximum JVM to the value you calculated in a previous step:

    :%s/MAXIMUM_MEMORY=512/MAXIMUM_MEMORY=[memory in MB]/ :wq

    For example, if you would like to use 2750 MB, execute:

    :%s/MAXIMUM_MEMORY=512/MAXIMUM_MEMORY=2750/ :wq

  6. Save and close the file.
  7. Restart Web Help Desk.

    1. Open a terminal window and execute:

      sudo /Library/WebHelpDesk/whd stop

    2. In the terminal window, execute:

      sudo /Library/WebHelpDesk/whd start

Linux

  1. Open a terminal window
  2. Change the directory to the Web Help Desk /conf directory.

    Type:

    cd /usr/local/webhelpdesk/conf

  3. Open the whd.conf file.

    Type:

    sudo vi whd.conf

  4. Change the maximum JVM to the appropriate value.

    Execute:

    :%s/MAXIMUM_MEMORY=512/MAXIMUM_MEMORY=[memory in MB]/ :wq

    For example, if you want to change the value to 2750 MB, type:

    :%s/MAXIMUM_MEMORY=512/MAXIMUM_MEMORY=2750/ :wq

  5. Save and close the file.
  6. Restart Web Help Desk.

    1. In the terminal window, execute:

      sudo service webhelpdesk stop

    2. In the terminal window, execute:

      sudo service webhelpdesk start

Last modified
08:44, 7 Jul 2017

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