SolarWinds Web Help Desk
The Web Help Desk virtual training class will provide an introduction to the IT Service Management tool and will also deep dive into many of the complex functionalities. The class will review important features, share best practices and highlight a number of advanced capabilities. Additionally, time will be spent reviewing integrations with other platforms and products, such as SolarWinds Orion and Dameware MRC. The Web Help Desk class will be led by a SolarWinds Certified Professional with many years of experience in the field.
About This Course
The Web Help Desk virtual training class will provide an introduction to the IT Service Management tool and will also deep dive into many of the complex functionalities. The class will review important features, share best practices and highlight a number of advanced capabilities. Additionally, time will be spent reviewing integrations with other platforms and products, such as SolarWinds Orion and Dameware MRC. The Web Help Desk class will be led by a SolarWinds Certified Professional with many years of experience in the field.
Course Outline
Day 1Installation and Basic Configuration
Installation of WHD
- Architecture options for WHD platform and database
Authentication Settings
SMTP Settings
Integration options with SolarWinds Orion and Dameware MRC
Email Templates
Client Accounts
- Options and Admin Roles
Data Import Options
Ticket Options
- Request Types
- Status Types
- Priority Types
- Custom Ticket Fields
Tech Accounts and Permissions
- Tech Groups
Locations and Departments
- Custom Fields
Day 2Advanced Configuration
Ticket Routing
Approval Roles
- Creating and Managing a Change Advisory Board (CAB)
Tasks
Action Rules
Creating and Managing Assets
Creating and Managing Parts and Billing options
Client Surveys
Knowledge Base
Reporting
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