Want to know more about SolarWinds Web Help Desk (WHD)? Here is a great chance to join us in the first of our Web Help Desk Customer Training sessions. During this 60 minute training session we’ll cover: - Understanding WHD Workflow and Logic - Using LDAP Connections - Setup Tips and Best Practices - Optimizing Features

1. SolarWinds®
Web Help Desk – Level I Customer Training
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

2. Today’s Session
 Hosts
» Andy McBride – Support Specialist
» Rob Hock – Product Manager
®
Are you Certified?
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
2

3. Agenda
 Introductions & Housekeeping
 The Basics
 Understanding Ticket Logic
 Using the Setup Pages
 Using the Top Menu Bar
 LDAP Connections
 Import Tools
 HTTPS/SSL
 Summary and Q&A
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
3

4. A Few Notes about Today’s Session
 Today’s content will mostly be live feature use!
» We only have an hour.
 Ask questions!
» Don’t be afraid to ask deeper questions
» Don’t wait until the end – ask away
 Today’s session is being recorded
» Recorded session on SolarWinds.com
» Slides available on slideshare® .com
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
4

5. The Basics of Web Help Desk
 Comprehensive IT Service Management
» Multiple Customers
» Asset Management
» Technician Management
» Parts, POs and Spares
» Data Import Options
» SSO Authentication
» Automation!
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
5

6. Understanding Ticket Logic
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
6

7. Understanding Ticket Logic
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
7

8. Understanding Ticket Logic
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
8

9. Understanding Ticket Logic
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
9

10. Using Setup
 Start by changing the admin password (Techs)
 Then go back to the top and work downward
 Use the tooltip help!
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
10

11. Using the Top Menu Bar
 Mostly for ongoing use, not setup
 Level of access in any area depends on rights
 Accounts without access to any area will not see that
icon
 Lower bar for common tasks
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
11

12. Using LDAP in WHD
 Requires some knowledge of X.500 Directory Services or Active Directory®
» You have knowledge of the LDAP structure
 May be unnecessary
» For an implementation with few clients and client admins
 Avoid bulk import/sync
» If you use bulk sync, do so carefully
 Use a third party LDAP browser
» This will help you assess the directory
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
12

13. Data Import Options
 Assets
 Inventory
 Parts
 Locations
 Tickets Pos
 Others
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
13

14. Secure Web Connections
» Porteclé included in install package
» Can use shared key or CA® registered key
» Technical Reference - “Using SSL Certificates in Web Help Desk”
 solarwinds.com > Support and Maintenance > Documentation > Web Help Desk
 http://www.solarwinds.com/documentation/WebHelpDesk/whdDoc.aspx
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
14

15. What’s Next?
» Level II WHD Training
 Tips
 Best Practices
 Common Issues
 Advanced Features Walkthrough
 Level 2 - November 15!
» What we are working on.
 http://forums.webhelpdesk.com/forums/?CategoryID=6
» What would you like to see in WHD?
 http://forums.webhelpdesk.com/forums/?CategoryID=4
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
15