Create the tech accounts

Check out this video (8:58) on setting up a Web Help Desk account.

Each tech who logs in to Web Help Desk must have an account. You can use the Techs page to define the techs who will log in to Web Help Desk. For each tech, you can define their work schedule, location, associated tech group, and business zone.

Techs using LDAP authentication

Beginning in Web Help Desk 12.5.2, all techs who use LDAP authentication must have a client account to access their tech account. This process prevents unauthorized access to an LDAP account.

Non-admin tech accounts

When you create a non-admin tech account, you must specify the tech's supervisor. As a result, SolarWinds recommends creating the supervisors' accounts first.

Tech status indicators

The Tech Name column includes a list of a techs in your tech group. Some tech names may include an indicator that describes their availability status.

Indicator Status Description
[ C ] Concurrent The tech is assigned to a concurrent license.
[ D ] Deleted The tech account was deleted.
[ I ] Inactive The tech account is inactive.
[ S ] Not on schedule The tech has a specific work schedule outside the assigned business zone.
[ V ] Vacation The tech is on vacation.

You can configure all statuses except Concurrent in the Scheduling Setup section of each tech account. If the tech is assigned to a Concurrent license, the tech must wait for an available license to use Web Help Desk.

SolarWinds recommends creating the supervisor before creating the techs who report to that supervisor. Using this method, you can assign a supervisor to each tech as you create the tech.

Create a new account

Beginning in Web Help Desk 12.7.4, all tech and administrator accounts now require your password in the Current Password field to edit and save the account information.

If you enter an incorrect password after five attempts, Web Help Desk times out for 30 seconds before you can re-enter your password. This feature prevents unauthorized access to these accounts.

  1. In the toolbar, click Setup.
  2. Click Techs > Techs.
  3. Click New.
  4. Enter the tech's name, Web Help Desk credentials, and contact information. All bold fields are required.

    For more information about any field, see the tooltips.

  5. Specify the account type. For tech accounts, specify the tech's permissions and supervisor.

    A supervisor is required for tech accounts, but optional for admin accounts.

  6. To enable the tech to access the Web Help Desk client interface, link the tech to a client account.

    When the tech account is linked to a client account, the Switch to Client Account icon is available in the upper-right corner. The tech can click this button to display the interface exactly as the selected client sees it.

    Tech accounts can be linked to actual client accounts or a demo client account. If you link to a demo client account with the same user name as the tech, a message warns you that the client won't be able to log in except as a tech linked to the client account. Because that is the intent, you can ignore the message.

    When you are linked to a client account, the My Approvals tab displays in the Ticket Details tab. This allows you to approve one or more processes in the Tech interface without switching to the Client interface.

  7. Enable user interface enhancements to support the latest web browsers (if desired). When selected, some user interface enhancements required by the latest web browsers is enabled. This includes speed and standards requirements. See the tooltip for details.

  8. Specify the number of notes and history entries to display on a ticket. Additional entries will be collapsed by default.

  9. In the Asset Setup section, select the technologies that this tech can use to connect remotely to an asset.

    The Assets > Options configuration determines which technologies this section lists.

  10. In the E-Mail Setup section, specify the email settings and select the events that generate an email to this tech.

    For example, to enable the tech to receive notifications about certain events, select the appropriate notification checkboxes.

    An administrator may force some of these notifications for all techs in a particular Tech Group by configuring the email notifications at Setup > Techs > Tech Groups [Tech Group] > Tech Group Levels > [Tech Group Level].

  11. To prevent Web Help Desk from escalating a ticket to this tech when the tech is not scheduled to work, enter the Scheduling Setup settings.

    1. Specify the tech's business zone.
    2. If the tech's work schedule is different than the default work schedule for that zone, select the Specify Work Schedule checkbox and then select the work schedule options.

    3. Indicate if the tech is on vacation.
    4. Optionally, select a backup tech to receive this tech's escalated tickets.
    5. Indicate whether the account is active.

      Inactive techs cannot log in and do not count against your licensed seat count.
  12. In the Identity section, enter your user password in the Current Password field. This password is required when you edit a tech account.

  13. Click Save.

    If your user password is correct, the account settings are saved.

    If your user password is incorrect, an error message displays. Re-enter your password, and then click Save.

    Web Help Desk times out for 30 seconds after five failed attempts. After 30 seconds, re-enter your password.

Assign a backup tech

You can assign a backup tech to any tech account. When you change the tech status to indicate that the tech is not available, the backup tech is assigned to cover in their absence.

  1. Log in to Web Help Desk as an administrator.
  2. Click Setup > Techs and select Techs.
  3. Select a technician or agent in the Tech Name column.
  4. Clickto enter Edit mode.
  5. Click the Backup Tech drop-down menu and select a backup tech.

  6. In the Identity section, enter your user password in the Current Password field. This password is required when you edit a tech account.

  7. Click Save.

    If your user password is correct, the backup tech is saved in Web Help Desk.

    If your user password is incorrect, an error message displays. Re-enter your password, and then click Save.

    Web Help Desk times out for 30 seconds after five failed attempts. After 30 seconds, re-enter your password.