You can configure your SolarWinds Orion Platform to generate alerts triggered in SolarWinds NPM, NCM, and SAM when a network event occurs—for example, when a node fails for any reason. When specific alerts are shared with Web Help Desk, Web Help Desk automatically generates a ticket based on the alert.
When a monitored event generates a shared alert in your Orion platform, the alert is transmitted to Web Help Desk through an integrated connection. Web Help Desk processes the request through a set of filters you configure in a SolarWinds server link, creates a help desk ticket, and forwards the ticket to the appropriate tech group for troubleshooting and resolution.
If you upgraded to Orion Platform 2015.1.0 or later, the Advanced Alert Manager and Basic Alert Manager are deprecated from the Orion release. Alerts are now created and managed in the SolarWinds Orion Web Console.
Web Help Desk does not support the following condition introduced in Orion Platform 2015.1.0:
See the appropriate section depending on your Orion Platform version:
- Configure Orion alert sharing for Orion Platform 2015.1.0 and later
- Configure Orion alert sharing prior to Orion Platform 2015.1.0
To enable the SolarWinds Orion Platform to share alerts with Web Help Desk:
- In the Orion Web Console, create an alert or open an existing alert.
See Creating and managing alerts in the Orion Platform Admin Guide for more information.
Scroll to the end of the Summary panel.
- Maximize Alert Integration and select the Integrate alert check box.
Select the properties you want to include in the alert, and click Submit.
Web Help Desk uses the actual property names as alert fields in rules used to filter Orion alerts. The illustration below is a partial view of the Summary window.