WHD 12.3 System Requirements
Last Updated: May 8, 2015
Supports: Web Help Desk 12.3
Important: These system requirements define the minimum requirements for Web Help Desk 12.3. For additional information about requirements, see the Web Help Desk 12.3 Release Notes.
Server hardware and software requirements
Hardware
See Port requirements for all SolarWinds Products for a list of all ports required for communication with Web Help Desk.
Component | Requirements |
---|---|
CPU | 64-bit Dual Core 2.0 GHz or faster |
RAM |
3 GB (up to 10 technicians) Add 1GB for every 10 additional technicians |
Hard Drive Space | 20 GB |
Application Ports |
8081 (or alternate browser port) 1433 (Microsoft SQL Server) |
Operating system
Platform | Supported Versions |
---|---|
Microsoft Windows Server (less than 20 technicians) |
Windows Server 2003 (32-bit) Windows Server 2008 (32- and 64-bit) Windows Server 2008 R2 (64-bit) Windows Server 2012 (64-bit) Windows Server 2012 R2 (64-bit) |
Microsoft Windows Server (more than 20 technicians) |
Windows Server 2008 (64-bit) Windows Server 2008 R2 (64-bit) Windows Server 2012 (64-bit) |
Microsoft Windows (Trial evaluation only) |
Windows 7 (64-bit) Windows 8.1 (64-bit) |
macOS |
10.8 (Mountain Lion) 10.9 (Mavericks) 10.10 (Yosemite) |
Red Hat® Enterprise Linux (RHEL) |
RHEL 6.5 (64-bit) RHEL 7.0 (64-bit) |
CentOS™ |
CentOS 6.5 (64-bit) CentOS 7.0 (64-bit) |
Fedora™ |
Fedora 20 (64-bit) Fedora 21 (64-bit) |
Web browser
Due to frequent Google Chrome v32 and Mozilla Firefox v32 updates, check the SolarWinds support website for the latest information about compatibility issues between these web browsers and the latest version of Web Help Desk.
Type | Supported versions |
---|---|
Google Chrome | Latest version |
Mozilla Firefox | Latest version |
Microsoft Internet Explorer (IE) |
IE 9 IE 10 IE 11 |
Apple Safari |
Safari 7 Safari 8 |
Microsoft Edge | Latest version |
Web server requirements
The following table lists the supported web server for Web Help Desk.
Product | Version |
---|---|
Apache Tomcat | 7.0.59 |
Server sizing requirements
SolarWinds Web Help Desk software manages help desk operations for networks of any size—from small corporate LANs to large enterprise and service provider networks. Most Web Help Desk systems perform well on 3.0GHz systems with 3GB of RAM. However, when you create a large number of techs, consider the existing hardware and the system configuration. SolarWinds recommends adding 1GB of memory to your Web Help Desk server for every 10 technicians.
If you plan to integrate Web Help Desk with existing SolarWinds products, ensure that your SolarWinds server is running SolarWinds Orion Platform 2012.2 or later. Web Help Desk requires this version to integrate SolarWinds alerts into trouble tickets.
For information about SolarWinds upgrade paths and compatibility, see the SolarWinds Knowledge Base article Compatibility of SolarWinds Orion Products for Installation and Upgrade. For SolarWinds Network Performance Monitor (NPM) software upgrade and licensing instructions, see Installing SolarWinds Orion Network Performance Monitor, in the SolarWinds Orion Network Performance Monitor Administrator Guide.
SolarWinds product integration requirements
The following table lists the SolarWinds products that integrate with Web Help Desk.
SolarWinds SAM and SolarWinds NCM must be running with SolarWinds NPM to integrate with Web Help Desk.
Supported product | Version |
---|---|
SolarWinds Orion platform | Version 2012.2 and later |
SolarWinds Network Performance Monitor (NPM) |
NPM 10.4 and later |
SolarWinds Server and Application Monitor (SAM) |
SAM 5.5 and later |
SolarWinds Network Configuration Monitor (NCM) | NCM 7.1.1 and later |
Database requirements
Web Help Desk uses an embedded PostgreSQL database as its standard database. See Embedded Database Requirements for specific requirements. The following table lists the supported databases.
Database | Supported versions |
---|---|
PostgreSQL |
PostgreSQL 9.2 PostgreSQL 9.3.2 PostgreSQL 9.4 |
MySQL |
MySQL 5.6 MySQL 5.7.4 |
Microsoft SQL Server |
SQL Server 2008 SQL Server 2012 SQL Server 2014 |
For optimal external database performance, run Web Help Desk and a supported external database on separate servers.
See MySQL Requirements and SQL Server Requirements for more information about software and hardware requirements.
Embedded database migration requirements
Web Help Desk does not support a FrontBase database. To automatically upgrade an embedded FrontBase database to an embedded PostgreSQL database, upgrade your software to Web Help Desk 12.0 and then upgrade to the latest version.
External FrontBase databases must be manually migrated to the embedded PostgreSQL database.
To ensure that the Web Help Desk database upgrade starts automatically after the v12.0.0 upgrade, ensure that:
- Both FrontBase and PostgreSQL are running.
- The embedded FrontBase uses the whd and user whd schemas.
- The new server includes enough free space to support the database migration. Web Help Desk notifies you about the space required before migration begins.
The migration process creates a $WEB_HELPDESK_HOME/temp
folder with the associated files. The system administrator performing the installation must have write privileges on both the FrontBase and PostgreSQL databases.
After you upgrade to 12.0, you can upgrade to the latest version. The version 12.0 upgrade converts your embedded FrontBase database to an embedded PostgreSQL database. No additional database conversions are required.
MySQL requirements
The following table lists the minimum software and hardware requirements for a MySQL database server.
Product | Supported versions |
---|---|
MySQL database |
MySQL Community, Cluster, or Enterprise (version 5.5 or later) MySQL Workbench Tools |
CPU speed | Dual Core 2.0GHz or better |
Hard drive space | 20GB |
Memory | 2GB plus 1GB for every additional 10 techs |
SQL Server requirements
The following tables list the minimum software and hardware requirements for a database server running Microsoft SQL Server.
Software
Software | Requirements |
---|---|
Microsoft SQL Server |
SQL Server 2008 Enterprise, Express, or Standard Edition Microsoft SQL Server 2008 Enterprise, Express, or Standard Edition with the following components and requirements:
|
Hardware
Component | Requirements |
---|---|
CPU | Dual Core 2.0GHz or higher |
Hard drive space | 20GB |
RAM | 2GB with 1GB additional RAM for every additional 10 techs |
Discovery connector requirements
The following table lists the supported discovery connectors used for asset discovery.
Discovery connector | Supported versions |
---|---|
SolarWinds Network Configuration Manager (NCM) |
NCM 7.2 NCM 7.2.1 NCM 7.2.2 NCM 7.3 NCM 7.3.1 NCM 7.3.2 NCM 7.4 |
SolarWinds Network Performance Manager (NPM) |
NPM 11.0 NPM 11.0.1 NPM 11.5 |
SolarWinds Server and Application Monitor (SAM) |
SAM 5.5 SAM 6.0 SAM 6.0.1 SAM 6.1.1 SAM 6.2 |
Absolute Manage (HEAT Lanrev) |
Absolute Manager 6.5 Absolute Manager 6.6 Absolute Manager 6.7 |
Apple Remote Desktop |
Apple Remote Desktop 3.7.2 |
Casper |
Casper 8.6 Casper 9.0 Casper 9.63 |
Lansweeper |
Lansweeper 4 Lansweeper 5 Lansweeper 5.1 Lansweeper 5.2.0.24 |
Microsoft System Center Configuration Manager
(SCCM) |
SCCM 2007 SCCM 2012 SCCM 2012 R2 Cumulative Update 3 (CU3) |
Hypervisor requirements
Web Help Desk can be installed on a VMware or Microsoft virtual appliance when the hosting server meets the minimum server requirements. The virtual machine includes a supported version of the CentOS operating system and the latest version of Web Help Desk.
The following table lists the supported hypervisor requirements.
Microsoft Hyper-V Server is included with Windows Server 2008 and later.
Product | Supported versions |
---|---|
VMware® | VMware 5.5 |
Microsoft Hyper-V® |
Hyper-V Server 2008 R2 Hyper-V Server 2012 Hyper-V Server 2012 R2 Service Pack 1 (SP1) |
LDAP requirements
The following table lists the supported Lightweight Directory Access Protocol (LDAP) software products.
product | Supported versions |
---|---|
Microsoft Active Directory |
Active Directory 2003 Active Directory 2008 Active Directory 2012 Active Directory 2012 R2 |
Open Directory | Open Directory 4 |
OpenLDAP |
OpenLDAP 2.4 OpenLDAP 2.4.40 |
Mail server requirements
This section lists the required mail server software and supported protocols.
Software
Product | Supported versions |
---|---|
Microsoft Exchange Server |
Exchange Server 2010 Exchange Server 2013 CU7 |
Supported protocols
- IMAP
- POP3
- SMTP
Mobile Admin requirements
The following tables list the host server and mobile client requirements for the SolarWinds Mobile Admin software.
Host server requirements
Component | Supported operating systems |
---|---|
Licensed version |
Windows Server 2003 (32-bit) Windows Server 2008 Windows Server 2008 R2 (64-bit) Windows Server 2012 Windows Server 2012 R2 |
Free Trial / Evaluation |
Windows Vista Windows 7 Windows 8.x |
Microsoft .NET Framework | .NET Framework 4.0 |
RAM | 2GB |
Hard Drive |
200MB RAM minimum 20GB for optimum performance |
Mobile client requirements
The following table lists the supported client operating systems for the Web Help Desk Mobile software.
Platform | Supported operating systems |
---|---|
Apple |
iOS 7 iOS 8 |
Port requirements
Web Help Desk provides communication ports for the following resources:
Web Help Desk interfaces
The following table lists the Web Help Desk ports for secure and non-secure interface traffic.
Port | Type | Description |
---|---|---|
80 | TCP | Non-secure traffic from the Web Help Desk Console (VA) |
135 | TCP | Asset Discovery using Windows Management Instrumentation (WMI) |
389 | TCP | Non-secure traffic from the Web Help Desk server to a designated server (usually a domain controller) for use with the Directory Service tool (LDAP and Active Directory) |
443 | TCP | Secure traffic from the Web Help Desk Console |
8081 | TCP | Non-secure traffic from the Web Help Desk Console |
8443 | TCP |
|
17778 | TCP | Communications from the SolarWinds Orion server (Orion integration only) |
61616 | TCP | Web Help Desk Discovery engine (JMS queue port) |
Databases
The following table lists the Web Help Desk ports for external and embedded database communications.
Port | Type | Description |
---|---|---|
1433 | TCP |
Communications with a Microsoft Microsoft SQL external database, including:
|
3306 | TCP | External MySQL database |
5432 | TCP | Communication with an External PostgreSQL database |
20293 | TCP | Communications with an embedded PostgreSQL database |
The following table lists the Web Help Desk ports for email traffic.
Port | Type | Description |
---|---|---|
25 | TCP | Traffic from the Web Help Desk server to your email server for automated email notifications |
80 | TCP | Non-secure connection with Microsoft Exchange Web Services (EWS) |
110 | TCP | Non-secure traffic with the POP3 mail server |
143 | TCP | Non-secure traffic with the Internet Message Access Protocol (IMAP) mail server |
443 | TCP | Secure traffic with EWS |
993 | TCP | Secure traffic with the IMAP mail server |
995 | TCP | Secure traffic with the POP3 mail server |
LDAP and Active Directory
The following table lists the Web Help Desk ports for Lightweight Directory Access Protocol / Active Directory (LDAP / AD).
Port | Type | Description |
---|---|---|
389 | TCP | Traffic from the Web Help Desk server to a designated server (usually a domain controller) for use with the Directory Service tool (LDAP and Active Directory) |
636 | TCP | Secure traffic from the Web Help Desk server to a designated server (usually a domain controller) for use with the Directory Service tool (LDAP and Active Directory) |
Asset Discovery
The following table lists the Web Help Desk ports for Asset Recovery.
Port | Type | Description |
---|---|---|
135 | TCP | Asset Discovery using WMI (WMI calls uses port 135 and then chooses a random port for further communication) |
1521 | TCP | Communication with the Oracle Java Database Connectivity (JDBC) connector for asset discovery |
3306 | TCP | Communication with the MySQL external database, |
4445 | TCP | Remote log server reader |
5433 | TCP | Communication with Apple Remote 3.2 for asset discovery |
7100 | TCP | Communications with a Sybase database for asset discovery |
Configure firewalls for data traffic
Firewalls between any two points of communication must have the requisite ports open to inbound or outbound traffic according to the relative direction of the communication traffic.
For additional port information, see: