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

Enable the SolarWinds Platform to share alerts with Web Help Desk

You can configure SolarWinds Observability Self-Hosted 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 SolarWinds Observability Self-Hosted, 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.

Web Help Desk does not support the following trigger condition:

To enable SolarWinds Observability Self-Hosted to share alerts with Web Help Desk:

  1. In the SolarWinds Platform Web Console, create an alert or open an existing alert.

    See Creating and managing alerts in the SolarWinds Platform Administrator Guide for more information.

  2. Scroll to the end of the Summary panel.

  3. Maximize Alert Integration and select the Integrate alert check box.

  4. 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 SolarWinds Observability Self-Hosted alerts. The illustration below is a partial view of the Summary window.