- Release Notes
- Install or Upgrade
- WHD Installation Guide
- Plan for a production deployment
- Install Web Help Desk
- Uninstall Web Help Desk
- Get Help
- Before you upgrade
- Upgrade Web Help Desk
- Troubleshooting the upgrade
- Want to learn more?
- Get Started
- WHD Getting Started Guide
- Create client accounts
- Create tech accounts and define tech permissions
- Create tech groups and request types
- Configure the ticket options
- Configure the incoming and outgoing email accounts
- Set up ticket creation by email
- Set up asset management
- How asset management works
- Create locations
- Create an asset type, status type, and warranty type
- Add a manufacturer and model
- Add an asset
- Asset discovery
- Configure the Discovery Engine
- Configure Web Help Desk to discover assets stored in Lansweeper
- Configure Web Help Desk to discover assets stored in NPM, SAM, or NCM
- Configure the ticket types
- Train the techs
- Train the clients
- Beyond Getting Started with WHD
- Web Help Desk Administrator Guide
- System requirements
- Set up the application
- Set up overview
- Configure the general settings
- Prepare the Web Help Desk database
- Set up your email accounts
- Set up tickets
- Define your techs
- Define the ticket routing processes
- Define the approval processes
- Enter locations
- Define clients
- Define assets
- Define parts and billing
- Set up the Dashboard
- Start and Stop Web Help Desk services
- Enable FIPS
- Configure and manage user authentication
- Deploy SSO with SAML using AD FS
- Deploy SSO with CAS 2.0
- Enable HTTPS
- Manage keys and certificates in Web Help Desk
- Use a default keypair alias and password
- Add certificate chains
- Replace a self-signed certificates with a CA certificate
- Generate a new certificate using Portecle
- Add a CA to the embedded Java CA cert keystore
- Import an existing certificate
- Certificate troubleshooting tips
- Manage clients
- Manage tickets
- Ticket flow
- Create a ticket
- Create a quick ticket
- Configure ticket status types
- Configure ticket details
- Create a ticket checklist
- View and customize the ticket queue
- Search for a Web Help Desk ticket
- Perform actions on multiple tickets
- Update and resolve tickets
- Merge tickets
- Create parent/child service relationships
- Automate ticket workflows
- Manage assets
- Discover assets
- Configure the asset discovery tools
- Configure the Absolute Manage (LANrev) settings
- Configure the Apple Remote Desktop 3.2 settings
- Configure the Apple Remote Desktop 3.3 and later settings
- Configure the Casper 8 and earlier settings
- Configure the Casper 9 Settings
- Configure the Database Table or View settings
- Configure the Lansweeper settings
- Configure the Microsoft SMS/SCCM settings
- Configure the NCM, NPM, and SAM settings
- Configure the Discovery Engine (WMI) settings
- Install the MySQL JDBC Driver
- Install the OpenBase JDBC Driver
- Sync and discover assets
- Configure the asset discovery tools
- Manually add assets
- Search assets
- Remove assets
- Edit asset properties
- Add purchase orders
- Reserve assets
- Discover assets
- Import and export data
- Create and edit reports
- Set up parts and billing
- Manage client feedback
- SolarWinds Orion alert integration
- Prepare request types for alert-based tickets
- Alert-based ticket example
- Configure Orion-to-Web Help Desk ticketing
- Enable SolarWinds Orion to share alerts with Web Help Desk
- Test Orion server access to the integration email account
- Enter a SolarWinds Orion alert source
- Configure the alert filtering rules
- Test the alert filtering rules
- Integrate with DameWare MRC
- Knowledge-centered support
- Get connected
- Customize your deployment
- Deployment considerations
- Memory sizing and JVM options
- High availability deployments
- Customize tickets, notes, instructions, and emails with BBCode
- Customize your server settings
- Help Desk ports
- Privileged networks
- Keystore settings (for SSL connections)
- Memory allocation
- Database connections
- Java command line options
- JVM arguments
- Connect an iPhone to a standard or hosted installation
- Program the REST API
- Deployment considerations
Action rules create customized processes for unique situations. You can create action rules that define when, what, who, and how issues are approved, tracked, assigned, and handled. Action rules create a customized process for unique use cases.
Action Rule Info tab
Use this tab to add an action rule name so it appears in the Action Rules tab at Setup > Processes > Action Rules. You can also:
- Enable or disable the action rule.
- Specify the priority level when included with multiple action rules.
- Stop associated rules with a lower priority.
- Trigger the action rule based on a set of criteria.
Use this tab to select the conditions that must occur before a ticket triggers the action rule. For example, to address service requests, issues, or problems initiated by the CEO, you can select
Is equal to >
CEO@email.com. When the ticket meets this condition, Web Help Desk triggers the action rule.
Use this tab to select the action that executes when the action rule criteria is met.
The Assign To action assigns the ticket to a specific tech or tech group. If you assign the ticket to a tech group, you can change the assignment algorithm to balance ticket processing during periods of high call volume. For example, you can select Load Balancing to assign a ticket to a tech within a tech group level with the least amount of assigned tickets. You can also select Round Robin to reassign the ticket assigned sequentially to a member of a tech group level. See Load balance action rules for ticket processing for details.
The Add Approval Process action assigns the ticket to an approval process that you define at Setup > Processes > Approval Processes. When the action rule is triggered, the ticket is assigned to your selected approval process for review. For example, if your company requires approvals for all new corporate assets (such as new computers or laser printers), you can assign this action to an action rule for all service requests used for new asset purchases.
The Change Priority action assigns the ticket to a specific status based on the nature of the ticket. For example, if your CEO contacts the help desk to request an immediate action, you can create an action rule with Change Priority set to Critical so it jumps to the top of the ticket queue.
The Change Status action changes the ticket status to another status type based on the action rule.
The Run Task action triggers a task that you create in Setup > Tickets > Tasks. For example, you can set up a task called New Employee with task elements that include request types for HR, Facilities, and IT. These request types can include task elements for setting up employee health insurance, setting up a work environment, and purchasing a new computer. When a tech creates a ticket to onboard a new employee, the assigned action rule triggers the New Employee task.
The Shared check box in the task must be checked to enable an action rule.
The Modify Ticket action provides options to automatically modify specific information within the ticket, such as Client and Location, Ticket Details, and Tech Note tabs in the ticket. For example, you can create a new action that assigns all new employee on-boarding tickets to a specific tech or request type.
The Send E-mail action sends an email to one or more specific recipients with a predefined subject and message to one or more recipients in your organization. For example, when you create a ticket to address a CEO issue, you can add an action to send an email to the director stating that the ticket is being processed and will be resolved as quickly as possible.
Add an Action Rule
- In the toolbar, click Setup and select Processes > Action Rules.
- Select a priority and enter a rule name.
Select the Cascade check box to trigger all defined actions for a ticket.
Do not select Cascade to trigger only the highest priority action.
Select the rule triggering options to define when and how often Web Help Desk applies the action rule.
- Click Criteria.
- Configure the conditions that tickets must match to trigger the action:
Only one action rule can be executed at a time. The action rule priority determines the trigger order of all action rules.
Every condition in the All section must be true. If any condition is false, the action is not triggered.
Web Help Desk evaluates these conditions using the Boolean AND operator.
The Any section defines a group of conditions. At least one of these conditions must be true to trigger the action, but they do not all have to be true.
Web Help Desk evaluates these conditions using the Boolean OR operator.
If both sections include conditions, all conditions in the All section and at least one condition in the Any section must be true.
Web Help Desk evaluates the two groups with a Boolean AND operator between the groups:
(all_1 AND all_2) AND (any_1 OR any_2)
If no conditions are defined in the All section, at least one condition in the Any section must be true.
Specify the action to take when the conditions are met.