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SolarWinds Web Help Desk Administrator Guide Version 12.4.0 Last Updated: Tuesday, March 29, 2016 Copyright © 2016 SolarWinds Worldwide, LLC. All rights reserved worldwide. No part of this document may be reproduced by any means nor modified, decompiled, disassembled, published or distributed, in whole or in part, or translated to any electronic medium or other means without the written consent of SolarWinds. All right, title, and interest in and to the software and documentation are and shall remain the exclusive property of SolarWinds and its respective licensors. SOLARWINDS DISCLAIMS ALL WARRANTIES, CONDITIONS OR OTHER TERMS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON SOFTWARE AND DOCUMENTATION FURNISHED HEREUNDER INCLUDING WITHOUT LIMITATION THE WARRANTIES OF DESIGN, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, AND NONINFRINGEMENT. IN NO EVENT SHALL SOLARWINDS, ITS SUPPLIERS, NOR ITS LICENSORS BE LIABLE FOR ANY DAMAGES, WHETHER ARISING IN TORT, CONTRACT OR ANY OTHER LEGAL THEORY EVEN IF SOLARWINDS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. The SOLARWINDS and SOLARWINDS & Design marks are the exclusive property of SolarWinds Worldwide, LLC and its affiliates, are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other SolarWinds trademarks, service marks, and logos may be common law marks, registered or pending registration in the United States or in other countries. All other trademarks mentioned herein are used for identification purposes only and may be or are trademarks or registered trademarks of their respective companies. April 5, 2016 2 Table of Contents Introduction 24 Key features 25 Parent/child service relationships 25 Automated ticketing processing 25 Asset management 25 Change management 25 SolarWinds product integration 26 FIPS 140-2 compliant cryptography 26 Ticket processing 26 Evaluate the application 27 Installation requirements 28 Server hardware and software requirements 28 Hardware 28 Web server 28 Operating system 28 Web browser 29 Deployments with fewer than 20 techs 30 Deployments with more than 20 techs 30 Configuring the JVM 30 Server sizing requirements 30 SolarWinds integration connections 30 SolarWinds product integration requirements 31 Database requirements 31 Embedded database migration requirements 32 MySQL requirements 32 SQL Server requirements 32 3 Software 33 Hardware 33 Discovery connector requirements 33 Hypervisor requirements 34 LDAP requirements 34 Mail server requirements 35 Software 35 Supported protocols 35 Mobile client requirements 35 Virtual appliance requirements 35 Database migration options 35 External database options 36 Migrate from an Embedded FrontBase to an Embedded PostgreSQL Database 36 Migrate external or unsupported databases to PostgreSQL 37 Migrate from MySQL to SQL Server 38 Database datatypes 38 Install the application 39 Before you begin 39 Prepare the Microsoft SQL Server database 39 Enable TCP/IP on SQL Server 39 Create and configure your SQL Server database 40 Install on a Microsoft Windows system 40 Before you begin 40 Installation 40 Uninstall Web Help Desk 42 Upgrade from Windows 32-bit to Windows 64-bit 43 Install on an Apple OS X system 43 Installation 43 Uninstall Web Help Desk on an Apple OS X system 44 4 Run Web Help Desk on embedded and external Java 45 Install on a Linux system 45 Uninstall Web Help Desk on a Linux system 47 Get started 48 Set up the database 48 Use an embedded database 48 Use an external database 48 Use an embedded PostgreSQL database 48 Create a custom SQL database and account 49 Configure incoming and outgoing email accounts 50 Create the default admin account 51 Create a request type in the Getting Started wizard 53 Log in and apply activation key 53 Increase the JVM memory 55 Enable FIPS 140-2 compliant cryptography 56 Network Security Services 56 CA and self-signed certificates 56 Before you begin 56 Requirements 57 Enable FIPS in a new deployment 58 Deployment checklist 58 1. Review the requirements 59 2. Download Web Help Desk 12.4.0 59 3. Install Web Help Desk in your deployment 59 4. Install Visual C++ Redistributable Packages for Visual Studio 2013 59 5. Update the Environment Variables Path setting in your Windows Server operating system 60 6. Enable FIPS mode on your Apache Tomcat server 60 Stop Web Help Desk 61 Install the preconfigured Web Help Desk files for FIPS deployment 61 5 Edit the etc\hosts file 61 Edit the whd.conf file 61 (Optional) Edit the tomcat_server_template.xml file 62 (Optional) Edit the java.security file 63 (Optional) Edit the pkcs11_nss.cfg file 63 7. Create a Web Help Desk server certificate 64 Before you begin 64 Obtain a signed certificate by a trusted CA 64 Create and use a self-signed certificate 65 8. Complete the installation 68 9. Set up SolarWinds Integration and email 68 Enable FIPS in an existing deployment 69 Before you begin 69 Deployment checklist 69 1. Review the requirements 70 2. Ensure you are running Web Help Desk 12.4.0 70 3. Ensure that the Web Help Desk hostname is correct 71 4. Install Visual C++ Redistributable Packages for Visual Studio 2013 71 5. Update the Environment Variables Path setting in your Windows Server operating system 71 6. Enable FIPS mode on your Apache Tomcat server 72 Stop Web Help Desk 72 Install the preconfigured Web Help Desk files for FIPS deployment 72 Edit the wrapper_template.conf file 72 Edit the etc\hosts file 73 Edit the whd.conf file 73 (Optional) Edit the tomcat_server_template.xml file 74 (Optional) Edit the java.security file 75 (Optional) Edit the pkcs11_nss.cfg file 76 7. Create a signed Web Help Desk certificate for your NSS database 76 6 Before you begin 76 Obtain a signed certificate by a trusted CA 76 Create and use a self-signed certificate 78 8. Complete the installation 80 9. Set up your SolarWinds Integration and email 81 Prepare for the database migration 81 Migrate user passwords to FIPS 140-2 cryptography 83 Prepare for the password migration 83 Execute the password migration 84 Notify all users that the migration is completed 84 Migrate user passwords to FIPS 140-2 cryptography 84 Prepare for the password migration 84 Execute the password migration 85 Notify all users that the migration is completed 85 Upgrade the application 86 Upgrade from versions prior to v12.0.0 86 Upgrade from an embedded FrontBase database 86 Upgrade from an external FrontBase, OpenBase, or Oracle database 87 Upgrade from a MySQL or Microsoft SQL database 87 Upgrade from versions after v12.0.0 88 Set up the application 89 Setup overview 89 Setup menu options 89 Web Help Desk terms 91 Configure the general settings 91 Log in and apply activation key 91 Configure the general options 92 Configure your authentication settings 93 Configure your authentication method and settings 94 7 Encrypt passwords using the Password Security Migration Tool 95 Set your time and place 96 Add a new location and set the business hours 96 Add calendar events 97 Configure your look and feel 97 Add your company logo 97 Install and apply a new style sheet template 97 Customize the database connection 99 Set your log settings 101 View your system information 101 Configure Microsoft SQL Server 102 Enable TCP/IP on SQL Server 102 Create and configure your SQL Server database 103 Configure MySQL 103 Integrate Apache Tomcat 104 Disable IIS 104 Disable IIS on Windows Server systems 104 Disable IIS on Windows Server 2008 systems 104 Bind IIS to a Windows interface 105 Bind IIS to an interface on Windows Server 2008 105 Set up your email 105 Simplify email management – options 106 Configure an outgoing email account 106 Configure an incoming email account 107 Apply your email templates 108 Built-in email templates 108 Outgoing email templates 109 Incoming email templates 111 Template layout 112 8 Edit built-in email templates 112 Create new email templates 114 Apply your tags in email templates 117 Set up tickets 119 Configure ticket options 120 Define request types 121 Define status types 123 Set the status type options for the CAB feature 123 Create a priority type 124 Create custom ticket fields 125 Create tasks 126 Access the task screen 127 Create a new task 127 Add new task elements 129 Create new tickets from task elements 130 Define your techs 131 Create tech accounts 132 Edit the admin account 134 Request types, tech groups, and ticket assignment 135 Request types 135 Tech groups 136 Ticket assignment logic 136 Define tech groups 138 Create a tech group 138 Define tech group levels for Orion platform alerts 139 Configure tech group levels 139 Assign supported request types 140 Define tech permissions 141 Create a new tech permission set 141 9 Assign techs to a permission set 142 Define the ticket routing processes 142 Approvers 142 Approval processes 142 Approver roles 142 Create action rules for ticket processing 142 Action Rule Info tab 143 Criteria tab 143 Action tab 143 Add an Action Rule 144 Load balance action rules for ticket processing 146 Define the approval processes 147 Approvers 147 Approver Process Rules 148 Approval patterns 149 Plan your approval process 150 Approval process scenario prerequisites 150 Create approver roles 151 Create approver roles for locations 152 Assign clients to location approval roles 152 Assign clients to department approval roles 153 Create a CAB 153 Add CAB status types 154 Set the status type options for the CAB feature 155 Assign a department and client to an approver role 156 Create new status types 157 Create a status type 157
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