Documentation forWeb Help Desk

SolarWinds Orion alert integration

Web Help Desk integrates with the following SolarWinds applications running on SolarWinds Orion Platform 2019.2 or later:

  • Network Configuration Manager (NCM)
  • Network Performance Monitor (NPM)
  • Server and Application Monitor (SAM)

Using a communication link (or SolarWinds connection) between Web Help Desk and a supported Orion Platform, Web Help Desk can generate help desk tickets that respond to monitored events occurring in your corporate enterprise, such as a failed hard drive or a change in server health.

After you configure a SolarWinds connection in Web Help Desk and a shared alert is triggered (for example, a SolarWinds-monitored network node failed for any reason), the Orion Platform sends Web Help Desk an HTTP request to create an alert-based ticket. You can configure Web Help Desk to receive all or only specific alerts to generate a corresponding ticket that addresses the issue described in the alert.

Integrating Web Help Desk with your Orion Platform applications helps you ensure that all monitored alerts are addressed in a timely manner. If your monitored servers and applications are located in a remote area or you have limited staff to monitor your corporate enterprise, Web Help Desk can automatically route the issue to the appropriate tech who can address the problem in the least amount of time.

Techs must have administrator privileges to configure Orion alert integration.
When you upgrade your Orion Platform to the next release, recreate the integration alert in the Orion Web Console. The upgrade procedure deactivates the alert, preventing Web Help Desk from receiving the alert and generating an alert ticket.