Join Andy McBride and Manish Chacko for this Web Help Desk Level 2 Customer Training session which covers configuring and using change management, unique use cases and getting the most out of Automation. This is most beneficial to experienced users of SolarWinds Web Help Desk.

1. Customer Training
Web Help Desk – Level 2
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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2. Today’s Session
» Hosts
 Andy McBride - Support Specialist
 Manish Chacko – Sales Engineer
®
Are you Certified?
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3. Agenda
» Introduction and Housekeeping
» Short Review of Level 1 Training
» Configuring and Using Change Management
» Unique Use Cases
 Action Rules
 Multiple LDAP Connections
» Common Issues
» What’s Next?
© iStockphoto
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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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 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
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5. Quick Review of Level 1 Training
» Comprehensive IT Service Management
 Multiple Customers
 Asset Management
 Technician Management
 Parts, POs and Spares
 Data Import Options
 SSO Authentication
 Automation!
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6. Using Setup
 Start by changing the admin password (Techs)
 Then go back to the top and work downward
 Use the tooltip help!
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7. Understanding Ticket Logic
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8. Understanding Ticket Logic
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9. Understanding Ticket Logic
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
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10. Understanding Ticket Logic
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11. Understanding Ticket Logic
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12. Change Management - Setup
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13. Unique Use Cases - Action Rules
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14. Unique Use Cases - Action Rules
ALL = Boolean AND
ANY = Boolean OR
Evaluated Separately
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15. Unique Use Cases – LDAP and AD
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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16. What’s Next?
» 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
» Thank You for Attending!
© 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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