SolarWinds Web Help Desk Admin Guide

441 Pages·2017·6.74 MB·English

ADMINISTRATOR GUIDE
Web Help Desk
Version 12.6
LastUpdated:Wednesday,September12,2018
ADMINISTRATORGUIDE:WEBHELPDESK
©2018SolarWindsWorldwide,LLC.Allrightsreserved.
Thisdocumentmaynotbereproducedbyanymeansnormodified,decompiled,disassembled,publishedor
distributed,inwholeorinpart,ortranslatedtoanyelectronicmediumorothermeanswithoutthepriorwritten
consentofSolarWinds.Allright,title,andinterestinandtothesoftwareanddocumentationareandshallremainthe
exclusivepropertyofSolarWindsanditsrespectivelicensors.
SOLARWINDSDISCLAIMSALLWARRANTIES,CONDITIONSOROTHERTERMS,EXPRESSORIMPLIED,
STATUTORYOROTHERWISE,ONSOFTWAREANDDOCUMENTATIONFURNISHEDHEREUNDERINCLUDING
WITHOUTLIMITATIONTHEWARRANTIESOFDESIGN,MERCHANTABILITYORFITNESSFORAPARTICULAR
PURPOSE,ANDNONINFRINGEMENT.INNOEVENTSHALLSOLARWINDS,ITSSUPPLIERS,NORITS
LICENSORSBELIABLEFORANYDAMAGES,WHETHERARISINGINTORT,CONTRACTORANYOTHER
LEGALTHEORYEVENIFSOLARWINDSHASBEENADVISEDOFTHEPOSSIBILITYOFSUCHDAMAGES.
TheSolarWindsandotherSolarWindsmarks,identifiedontheSolarWindswebsite,asupdatedfromSolarWinds
fromtimetotimeandincorporatedherein,areregisteredwiththeU.S.PatentandTrademarkOfficeandmaybe
registeredorpendingregistrationinothercountries.AllotherSolarWindstrademarksmaybecommonlawmarksor
registeredorpendingregistrationintheUnitedStatesorinothercountries.Allothertrademarksorregistered
trademarkscontainedand/ormentionedhereinareusedforidentificationpurposesonlyandmaybetrademarksor
registeredtrademarksoftheirrespectivecompanies.
page2
Table of Contents
Introduction 22
Keyfeatures 22
Ticketchecklists 23
Requesttypearchive 23
Parent/childservicerelationships 23
Automatedticketingprocessing 23
IT assetmanagementandinventory 23
IT changemanagement 23
SolarWindsproductintegration 24
FIPS 140-2compliantcryptography 24
Architecture 24
Ticketprocessing 26
Evaluatetheapplication 27
Systemrequirements 28
Hardwarerequirements 28
Operatingsystemrequirements 28
Databaserequirements 29
Discoveryconnectorrequirements 30
Webbrowserrequirements 30
Mailserverrequirements 31
LDAPrequirements 31
Deploymentrecommendations 32
Mobileclientrequirements 32
Setuptheapplication 33
Setupoverview 33
Setupmenuoptions 34
WebHelpDeskterms 35
Configurethegeneralsettings 35
page3
ADMINISTRATORGUIDE:WEBHELPDESK
Activateyourlicense 36
Purchasealicense 36
Createastandardaccessaccount 37
Retrieveyouractivationkey 37
Applytheactivationkey 37
Migrateyourinstallationtoadifferentserver 40
Configurethegeneraloptions 42
Configuretheserveroptions 42
Enablealisteningport 43
RedirectHTTPrequeststoanHTTPSport 43
EnableaURLportforgeneratedURL links 44
Createanewkeystore 45
Configuretheauthenticationsettings 45
Configuretheauthenticationmethodandsettings 46
EncryptpasswordsusingthePasswordSecurityMigrationTool 47
Setupthecertificates 48
SSL certificates 48
ApplePushNotificationServicescertificates 50
Setthetimeandplace 52
Addanewlocationandsetthebusinesshours 53
Addcalendarevents 53
Configureyourlookandfeel 54
Addyourcompanylogo 54
Installandapplyanewstylesheettemplate 54
Customizethedatabaseconnection 57
Setthelogsettings 59
Viewthesysteminformation 59
PreparetheWebHelpDeskdatabase 60
PreparetheMySQL timezonetables 61
EnableTCP/IPonSQLServer 61
CreateandconfigureyourSQLServerdatabase 62
page4
ConfigureMicrosoftSQLServer 62
EnableTCP/IPonSQLServer 62
CreateandconfigureyourSQLServerdatabase 63
ConfigureMySQL 63
IntegrateApacheTomcat 64
DisableIIS 65
DisableIIS onWindowsServersystems 65
BindIIStoaWindowsinterface 65
Setupemail 66
Simplifyemailmanagement–options 66
Configureanoutgoingemailaccount 66
Configureanincomingemailaccount 67
Applyyouremailtemplates 69
Built-inemailtemplates 69
Outgoingemailtemplates 69
Incomingemailtemplates 71
Templatelayout 72
Editbuilt-inemailtemplates 73
Createnewemailtemplates 75
Applyyourtagsinemailtemplates 78
Setuptickets 79
Configureticketoptions 80
Definerequesttypes 81
Archivearequesttype 83
Removearequesttypefromanarchive 84
Definestatustypes 84
SetthestatustypeoptionsfortheCAB feature 85
Createaprioritytype 85
Createcustomticketfields 86
Createtasks 88
Accessthetaskscreen 89
page5
ADMINISTRATORGUIDE:WEBHELPDESK
Createanewtask 89
Addnewtaskelements 90
Createnewticketsfromtaskelements 91
Defineyourtechs 92
Createtechaccounts 92
Edittheadminaccount 95
Requesttypes,techgroups,andticketassignment 97
Requesttypes 97
Techgroups 97
Ticketassignmentlogic 97
Definetechgroups 99
Createatechgroup 99
DefinetechgrouplevelsforOrionplatformalerts 100
Configuretechgrouplevels 100
Assignsupportedrequesttypes 102
Definetechpermissions 102
Createanewtechpermissionset 102
Assigntechstoapermissionset 103
Definethetechgroupemailnotifications 103
Definethedefaultsettingsforticketemailrecipients 104
Requesttypeisnotassignedtoatechgroup 104
Requesttypeisassignedtoatechgroup 105
Definetheticketroutingprocesses 105
Approvers 105
Approvalprocesses 105
Approverroles 105
Createactionrulesforticketprocessing 106
ActionRuleInfotab 106
Criteriatab 106
Actiontab 106
AddanActionRule 107
page6
Loadbalanceactionrulesforticketprocessing 109
Definetheapprovalprocesses 111
Approvers 111
ApproverProcessRules 112
Approvalpatterns 113
Planyourapprovalprocess 113
Approvalprocessscenarioandprerequisites 114
Scenario 114
Prerequisites 114
Createapproverroles 115
Createapproverrolesforlocations 116
Assignclientstolocationapprovalroles 116
Assignclientstodepartmentapprovalroles 117
CreateaCAB 117
Assignadepartmentandclienttoanapproverrole 120
Prerequisite 120
Assignadepartmentandclient 120
Createnewstatustypes 121
Prerequisites 121
Createastatustype 121
Determinewhenastatustypeisappliedtoaticket 122
Configureanapprovalprocess 123
Prerequisites 123
Configureanapprovalprocess 124
Testtheapprovalprocess 126
Prerequisites 126
Testtheprocess 126
Applyapprovals 129
Ticketapprovals 129
Approveraction 130
Emailapprovals 130
page7
ADMINISTRATORGUIDE:WEBHELPDESK
Clientwebapprovals 131
Techwebapprovals 131
Enterlocations 132
DefineLocationcustomfields 132
DefineDepartmentcustomfields 134
Defineclients 135
Manuallycreateaclientaccount 135
Defineclientoptions 136
Setupclientadminroles 137
Addadditionalclientadminpermissions 137
Defineclientcustomfields 138
ImportActiveDirectory/LDAPdirectoryconnections 139
AboutLDAP 139
ValidateLDAP certificates 139
SynchronizeWebHelpDeskuserinformation 140
Importclients 141
Defineassets 142
Configureassetimportandpermissionoptions 143
Defineassettype,status,warranty,andleaseinformation 143
AssetClassestab 143
AssetStatusTypestab 143
WarrantyTypestab 144
LeaseTypestab 144
Defineassetcustomfields 144
Addmanufacturers 146
Addvendors 147
DefinePOcustomfields 147
Importassetdata 149
Setuppartsandbilling 150
Applypartsandbillingoptions 150
Performinvoicing 151
page8
Specifyacompanycontactforinvoices 151
GenerateaPDF invoiceorquotefromaticket 152
Defineratesandterms 152
Definepartcustomfields 153
Configureinventoryalerts 155
Overridedefaultinventoryalertrecipients 156
SetuptheDashboard 156
TicketChartwidget 156
Createaticketchartwidget 157
TicketCharttypes 157
TicketChartOptions 158
Viewticketsbycategoryandstatus 159
Viewaselectedticket 160
Ticketchartperformancelimitations 161
TicketActivitywidget 162
TicketActivityoptions 163
TicketActivitymessageicons 163
CreateaTicketActivitywidget 164
What'sNewwidget 164
CreateaWhat'sNewwidget 164
Exportthewidgetdata 164
StartandStopWebHelpDeskServices 165
MicrosoftWindowsServer 165
AppleOSX 165
Linux 165
EnableFIPS140-2compliantcryptography 167
NetworkSecurityServices 167
CAandself-signedcertificates 167
Beforeyoubegin 167
Requirements 168
EnableFIPSinanewdeployment 170
page9
ADMINISTRATORGUIDE:WEBHELPDESK
Deploymentchecklist 170
Reviewtherequirements 170
DownloadWebHelpDesk12.4.0orlater 170
InstallWebHelpDeskinyourdeployment 171
InstallVisualC++RedistributablePackagesforVisualStudio2013 171
UpdatetheEnvironmentVariablesPathsettinginyourWindowsServeroperatingsystem 171
EnableFIPSmodeonyourApacheTomcatserver 172
StopWebHelpDesk 172
InstallthepreconfiguredWebHelpDeskfilesforFIPS deployment 172
Edittheetc\hostsfile 173
Editthewhd.conffile 173
(Optional) Editthetomcat_server_template.xmlfile 174
(Optional) Editthejava.securityfile 174
(Optional) Editthepkcs11_nss.cfgfile 175
CreateaWebHelpDeskservercertificate 175
Beforeyoubegin 176
ObtainasignedcertificatebyatrustedCA 176
Createanduseaself-signedcertificate 177
Completetheinstallation 180
SetupSolarWindsIntegrationandemail 180
EnableFIPSinanexistingdeployment 180
Beforeyoubegin 181
Deploymentchecklist 181
Reviewtherequirements 181
EnsureyouarerunningWebHelpDesk12.4.0orlater 182
EnsurethattheWebHelpDeskhostnameiscorrect 182
InstallVisualC++RedistributablePackagesforVisualStudio2013 183
UpdatetheEnvironmentVariablesPathsettinginyourWindowsServeroperatingsystem 183
EnableFIPS modeonyourApacheTomcatserver 184
StopWebHelpDesk 184
InstallthepreconfiguredWebHelpDeskfilesforFIPSdeployment 184
page10