Web Help Desk (WHD) - Updated September 16, 2014

Start Using WHD v12.1.0

• System Requirements
• Licensing
• Getting Started
• Installing WHD
• Configuring MS SQL Server or MySQL DB
• Upgrading to WHD v12.1.X
• Database Migration
• Multiple Instance Deployments
• Deploying WHD as Virtual Appliance
• Introduction to WHD | Video Tutorial
  
• WHD Overview | Video Tutorial
  

Latest Blogs

• How to Troubleshoot Computers Remotely from the Help Desk
• Self-service is Smart Service for Customer Support
• Web Help Desk 12.2.0: Looking Behind the Curtain
• Help Desk Staff is Not Your Friendly Neighborhood Spider-Man
• Text Formatting With BBCode in WHD
• Making SolarWinds Orion Alerts in WHD Tickets
• Help Desk Best Practices for The Holidays
• WHD & SAM Integration - Why Should You Care?
• Considering Your WHD Database Options
• Top 5 Communication Requirements for Help Desks
• Simplified KB Management for Streamlined Help Desks
• Of Mechanical Semaphores and Digital Automation
• Top 3 Help Desk Challenges & Solutions
• 7 Habits of Highly Successful Help Desks

More...

Make The Most Of WHD

• The Rumors are True...Our Free Customer Training Program is Expanding
• Virtual Classroom Training Program for Current Customers - It's Here!
• Defining Ticket Routing Processes
• Migrating Data from Windows to Linux/VA
• How to Set Automated Email Reminders at Specific Time Intervals to Clients Regarding Their Ticket Status
• How to Merge Duplicate Tickets
• Managing Parts
• Working With Reports
• Importing Data
• Modifying Fields for Imported Tickets in WHD
• Integrating DameWare and WHD
• Configure WHD to Integrate With Absolute Manager (LANrev)
• Bypass the Login Page for Clients Logged into AD Sites
• Tracking Software Assets
• Integration Tips
• SolarWinds Events Calendar

Most Recent / Popular KBs

• How to Manually Register a SolarWinds License
• Web Help Desk Stops Collecting Email After SSL Certificate is Updated
• Web Help Desk Ports Information
• Adding Custom Logo in Your Web Help Desk
• Managing Ticket Editing
• How to Set Request Types for Specific Techs in WHD
• Ticket De-Escalation in WHD 12.0.1 & Lower Versions
• How to Restrict 'Tech Only' FAQs
• Re-Activating the Default Admin Account
• Configuring Multiple Instance WHD Deployments
• Applying SSL Encryption to External WHD Databases
• How to Move Your WHD Embedded PosgtreSQL Database to a New Server
• Migrating External or Unsupported DBs in WHD v12.0
• Delete Tickets from Database and Reset Ticket Numbering in WHD
• How to Change the Default Language For SW Database

More...

WHD How To Articles

• How to Make Web Help Desk Accessible Outside Your Network
• Outlook Reports Emails From Web Help Desk Virtual Appliance as Spam
• WAFFLE Servlet Authentication Configuration Steps
• Web Help Desk Authentication with CAS2.0
• How to Turn Off the Requirement to Enter an Asset at Ticket Creation
• Migrating WHD from Windows 2012 to HyperV
• How to Allow Any Client to Update Any Ticket in WHD
• How to Automatically Set a Ticket to Close
• How to Add a Backup Tech when a Tech Goes on Vacation
• How to Track Work Time of a Ticket
• How to Set Maximum File Attachment Size for a Ticket
• How to Rename/Drop Default Empty PostgreSQL Embedded Database
• How to Backup/Restore PostgreSQL Using Command Line
• How to Backup/Restore the Database
• Migrate FrontBase DB from One OS to PostgreSQL DB to Another OS

WHD Video Zone

• Thwack Videos
• Configuring WHD
• WHD Operations
• Support Staff Portal Demo
• End-user Service Portal Demo
• Improving End-User Satisfaction With Help Desk Management Tools
• How to Park, Migrate and Upgrade a SolarWinds License
• How to Activate a SolarWinds Product License

More...

WHD Documentation

• Administrator Guide
• Using SSL Certificates in WHD
• Release Notes
• Windows 2012, SQL 2012 and SolarWinds Products

WHD Releases

• General Availability of WHD v12.1.0
• Release Candidate of WHD v12.1
• General Availability of WHD v12.0.1
• General Availability of WHD v12
• Release Candidate of WHD v12
• Ubuntu/Debian Version Support  Continued

Troubleshoot WHD

• Outlook Reports Emails from Web Help Desk Appliance as Spam
• Cannot Download Excel Template and Invalid Column Index Error in Web Help Desk
• Unable to Connect to Exchange Web Services (EWS) When SSL is Enabled: “Can’t Connect to mail.domain.com”
• Exporting List as PDF Generates Error
• Web Help Desk Displays an HTTP Status 500 Error
• Receiving Invalid Download Link on All Ticket Attachments
• Clients Not Accessible After A Power Outage
• Failed WHD v12.0.0 Upgrade on Mac OS X
• Unable to Use Single Sign On in WHD
• LDAP Problems
• Increasing WHD Database Connections on OS X
• Error Msg: _obtainOpenChannel...Ensure Your Database is Correctly Configured
• DB Migration Does Not Start in WHD v12.0 Upgrade
• Unable to Connect to Database - WHD 11.0.6 or Later

What We Are Working On WHD

• What We Are Working On After WHD v12.1.0
• Suggest New Features For WHD
• Holidays and WHD V12.0.1

For SolarWinds Customers with active maintenance – SolarWinds ID Required

For assistance evaluating a SolarWinds product where a license has not yet been purchased