SolarWinds Web Help Desk Admin Guide PDF
Preview SolarWinds Web Help Desk Admin Guide
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
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