Documentation forWeb Help Desk
Thinking of upgrading to the cloud? Learn more about migrating from Web Help Desk to Service Desk.

SolarWinds Platform alert integration

Security notice: SolarWinds strongly recommends that you install Web Help Desk on a server that is protected from unauthorized access by the public. If your use of Web Help Desk does not need to be public or internet-facing, install it on a server that is neither public, nor internet-facing. To learn about best practices for configuring your Web Help Desk installation securely, see Best practices to secure SolarWinds Products.

Web Help Desk integrates with the following SolarWinds applications running on the SolarWinds Platform Self-Hosted 2020.2 or later:

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

Using a communication link (or SolarWinds connection) between Web Help Desk and a supported SolarWinds Platform product, Web Help Desk can generate help desk tickets that respond to monitored events occurring in your corporate enterprise, such as a failed hard drive or a change in server health.

After you configure a SolarWinds connection in Web Help Desk and a shared alert is triggered (for example, a SolarWinds-monitored network node failed for any reason), the SolarWinds Platform sends Web Help Desk an HTTP request to create an alert-based ticket. You can configure Web Help Desk to receive all or only specific alerts to generate a corresponding ticket that addresses the issue described in the alert.

Integrating Web Help Desk with your SolarWinds Platform applications helps you ensure that all monitored alerts are addressed in a timely manner. If your monitored servers and applications are located in a remote area or you have limited staff to monitor your corporate enterprise, Web Help Desk can automatically route the issue to the appropriate tech who can address the problem in the least amount of time.

Techs must have administrator privileges to configure SolarWinds Platform alert integration.
When you upgrade your SolarWinds Platform Platform to the next release, recreate the integration alert in the SolarWinds Platform Web Console. The upgrade procedure deactivates the alert, preventing Web Help Desk from receiving the alert and generating an alert ticket.

To set up integration, see the following topics.