The following steps provide a basic overview of how to set up Web Help Desk in a typical help desk deployment.
Some procedures may require you to start and stop Web Help Desk Services.
- Configure the General settings, such as logging in and activating your Web Help Desk license, configuring general user interface options, setting up your authentication method, customizing your database connection, setting up the time zone and local work hours for your employees, and configuring the look and feel of the Web Help Desk console.
- Prepare the Web Help Desk database, such as Microsoft SQL Server, MySQL, and Apache Tomcat.
- Set up your incoming and outgoing email settings, such as setting up your inbound and outbound email accounts, applying email templates, and applying tags in email templates.
- Set up your ticket functions, such as defining request types, status types, priority types and alert triggers, custom ticket fields and tasks.
- Define the techs in your help desk deployment, such as adding each tech, defining your tech groups, and setting up the tech's permissions.
- Define the ticket routing processes for all requests, such as setting up action rules for ticket processing
, adding approver roles, defining your approval processes, and apply approvals to tickets.
- Define the approval processes, such as approver roles and status types, and how to test and apply your approvals.
- Enter your locations, such as the room locations, location groups and assigned locations, departments, and department groups.
- Define your clients, such as setting up client administration roles, defining client custom fields, importing Active Directory or LDAP directory connections, and importing clients.
- Define your assets, including your asset import and permission options, asset types, asset custom fields, manufacturer and model information, purchase order custom fields, and import asset data.
- Define your parts and billing processes for applying parts and billing options, creating invoicing options, defining rates and terms, and defining custom fields for your parts.
- Set up the Dashboard with pie chart, bar graph, and text widgets that display ticket statistical data.
- Activate your license before your 30-day evaluation period ends. When your evaluation license expires, your single admin or tech account remains active, but all advanced features are disabled.
- (Optional) Enable FIPS 140-2 cryptography for computer systems installed in U.S. Federal Government agencies.
- Start and stop Web Help Desk services when you install or update certain features in your Web Help Desk deployment.
Setup menu options
When you click Setup in the toolbar, the Setup screen displays with a left column menu. Below are descriptions of each menu option.
|General||Defines licensing information, authentication methods, interface appearance, time and location, logging, and information about the Web Help Desk software.|
|Defines email options, incoming and outgoing email accounts, and email templates.|
||Defines companies, locations and rooms location groups and assigned locations, techs, and group managers, location custom fields, departments and department groups, and department custom fields.|
|Customers||Defines options for defining customers, rooms, departments, and groups, as well as the fields used to describe these resources.|
|Tickets||Defines the Web Help Desk user interface and the fields and information they contain, request types (such as facilities and hardware), status types (such as Open and Pending), priority types and alerts (such as Urgent, High, and Low), custom ticket fields, and task names.|
|Clients||Defines the client options
|Techs||Defines your account information (My Account), all techs configured to use Web Help Desk and their assigned tech groups, and tech permissions.|
|Assets||Defines asset types, manufacturers and models, vendors, asset and purchase order custom fields. From the Assets settings, you can run and preschedule asset discoveries to scan connected networks for the assets in your corporate network.|
Links Web Help Desk to SolarWinds NPM, SAM, and NCM systems to automatically create new tickets from Orion platform alerts and dispatch the appropriate techs to address the issue.
You must be connected to a supported Orion Platform version.
|Processes||Defines how Web Help Desk defines, stores, and applies action rules. Action rules apply custom actions triggered by events you define, such as ticket routing.|
|Surveys||Defines your survey options and associated text to set up surveys and gather feedback from your client users.|
|Parts and billing||Defines your parts and billing options; custom fields; inventory alerts; invoicing options; and billing rates, terms, and tax rates.|
|Data Import||Defines how Web Help Desk imports data for locations, clients, assets, purchase orders, tickets, and more.|
Web Help Desk terms
The following terms define the roles and objects managed by Web Help Desk.
- Tickets: Support requests that are opened through and managed within Web Help Desk.
Tickets can be initiated through email, created in the Web Help Desk console, or imported from another application.
- Clients: End users or customers who can open tickets in Web Help Desk.
Clients can enter tickets through email or through the Web console.
- Techs: Web Help Desk users who troubleshoot and resolve tickets.
Techs can also enter tickets. For example, when a client calls the IT Help Desk, the tech opens a ticket on the client's behalf. In addition, techs can open tickets that are not associated with a client, such as tickets to schedule routine maintenance or system upgrades.
- Admins: Techs with privileges to configure Web Help Desk.
- Tech Groups: A group of techs with similar skills and expertise.
- Request Types: A classification that identifies the type of support request.
Request types are used to automatically assign tickets to the appropriate tech group.