SolarWinds Web Help Desk Administrator Guide Version 12.4.0 Last Updated:September1,2016 Copyright © 2016 SolarWinds Worldwide,LLC.  All rights reserved worldwide. Nopart of this document maybe reproduced byanymeans nor modified,decompiled,disassembled, published or distributed,in whole or in part,or translated toanyelectronic mediumor other means without the written consent of SolarWinds. All right,title,and interest in and tothe software and documentation are and shall remain the exclusive propertyof SolarWinds and its respective licensors. SOLARWINDS DISCLAIMS ALLWARRANTIES,CONDITIONS OR OTHER TERMS,EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE,ON SOFTWARE ANDDOCUMENTATION FURNISHEDHEREUNDER INCLUDING WITHOUT LIMITATION THE WARRANTIES OFDESIGN,MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE,ANDNONINFRINGEMENT. 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September 1,2016 2 Table of Contents Introduction 24 Keyfeatures 25 Parent/child service relationships 25 Automated ticketing processing 25 Asset management 25 Change management 26 SolarWinds product integration 26 FIPS 140-2 compliant cryptography 26 Ticket processing 26 Evaluate the application 27 Installationrequirements 28 Server hardware and software requirements 28 Hardware 28 Web server 28 Operating system 28 Web browser 29 Screen resolution 30 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 31 SolarWinds product integration requirements 32 Database requirements 32 Embedded database migration requirements 33 MySQLrequirements 33 3 SQLServer requirements 33 Software 34 Hardware 34 Discoveryconnector requirements 34 Hypervisor requirements 36 LDAPrequirements 36 Mail server requirements 37 Software 37 Supported protocols 37 Mobile client requirements 37 Virtual appliance requirements 37 Database migration options 37 External database options 38 Migrate froman Embedded FrontBase toan Embedded PostgreSQLDatabase 38 Migrate external or unsupported databases toPostgreSQL 39 Migrate fromMySQLtoSQLServer 40 Database datatypes 40 Installtheapplication 41 Before you begin 41 Prepare the Microsoft SQL Server database 41 Enable TCP/IPon SQLServer 41 Create and configure your SQLServer database 42 Install on a Microsoft Windows system 42 Before you begin 42 Installation 42 Uninstall Web Help Desk 44 Upgrade fromWindows 32-bit toWindows 64-bit 45 Install on an Apple OS Xsystem 45 Installation 45 4 Uninstall Web Help Deskon an Apple OS X system 46 Run Web Help Deskon embedded and external Java 47 Install on a Linuxsystem 47 Uninstall Web Help Deskon a Linuxsystem 49 Getstarted 50 Set up the database 50 Use an embedded database 50 Use an external database 50 Use an embedded PostgreSQLdatabase 50 Create a customSQLdatabase and account 51 Configure incoming and outgoing email accounts 52 Create the default admin account 53 Create a request type in the Getting Started wizard 55 Log in and applyactivation key 55 Increase the JVM memory 57 EnableFIPS 140-2 compliantcryptography 58 NetworkSecurityServices 58 CA and self-signed certificates 58 Before you begin 58 Requirements 59 Enable FIPS in a new deployment 60 Deployment checklist 60 1. Review the requirements 61 2. Download Web Help Desk12.4.0 61 3. Install Web Help Deskin your deployment 61 4. Install Visual C++ Redistributable Packages for Visual Studio2013 61 5. Update the Environment Variables Path setting in your Windows Server operating system 62 6. Enable FIPS mode on your Apache Tomcat server 62 Stop Web Help Desk 63 5 Install the preconfigured Web Help Deskfiles for FIPS deployment 63 Edit the etc\hosts file 63 Edit the whd.conf file 63 (Optional) Edit the tomcat_server_template.xml file 64 (Optional) Edit the java.securityfile 65 (Optional) Edit the pkcs11_nss.cfg file 65 7. Create a Web Help Deskserver certificate 66 Before you begin 66 Obtain a signed certificate bya trusted CA 66 Create and use a self-signed certificate 67 8. Complete the installation 70 9. Set up SolarWinds Integration and email 70 Enable FIPS in an existing deployment 71 Before you begin 71 Deployment checklist 71 1. Review the requirements 72 2. Ensure you are running Web Help Desk12.4.0 72 3. Ensure that the Web Help Deskhostname is correct 73 4. Install Visual C++ Redistributable Packages for Visual Studio2013 73 5. Update the Environment Variables Path setting in your Windows Server operating system 73 6. Enable FIPS mode on your Apache Tomcat server 74 Stop Web Help Desk 74 Install the preconfigured Web Help Deskfiles for FIPS deployment 74 Edit the wrapper_template.conf file 74 Edit the etc\hosts file 75 Edit the whd.conf file 75 (Optional)Edit the tomcat_server_template.xml file 76 (Optional)Edit the java.securityfile 77 (Optional)Edit the pkcs11_nss.cfg file 78 6 7. Create a signed Web Help Deskcertificate for your NSS database 78 Before you begin 78 Obtain a signed certificate bya trusted CA 78 Create and use a self-signed certificate 80 8. Complete the installation 82 9. Set up your SolarWinds Integration and email 83 Prepare for the database migration 83 Migrate user passwords toFIPS 140-2 cryptography 85 Prepare for the password migration 85 Execute the password migration 86 Notifyall users that the migration is completed 86 Migrate user passwords toFIPS 140-2 cryptography 86 Prepare for the password migration 86 Execute the password migration 87 Notifyall users that the migration is completed 87 Upgradetheapplication 88 Upgrade fromversions prior tov12.0.0 88 Upgrade froman embedded FrontBase database 88 Upgrade froman external FrontBase,OpenBase,or Oracle database 89 Upgrade froma MySQLor Microsoft SQL database 89 Upgrade fromversions after v12.0.0 90 Setup theapplication 91 Setup overview 91 Setup menu options 91 Web Help Deskterms 93 Configure the general settings 93 Log in and applyactivation key 93 Configure the general options 94 Configure your authentication settings 95 7 Configure your authentication method and settings 96 Encrypt passwords using the Password SecurityMigration Tool 97 Set your time and place 98 Add a new location and set the business hours 98 Add calendar events 99 Configure your lookand feel 99 Add your companylogo 99 Install and applya new style sheet template 99 Customize the database connection 101 Set your log settings 103 View your systeminformation 103 Configure Microsoft SQLServer 104 Enable TCP/IPon SQLServer 104 Create and configure your SQLServer database 105 Configure MySQL 105 Integrate Apache Tomcat 106 Disable IIS 106 Disable IIS on Windows Server systems 106 Disable IIS on Windows Server 2008 systems 106 Bind IIS toa Windows interface 107 Bind IIS toan interface on Windows Server 2008 107 Set up your email 107 Simplifyemail management –options 108 Configure an outgoing email account 108 Configure an incoming email account 109 Applyyour email templates 110 Built-in email templates 110 Outgoing email templates 111 Incoming email templates 113 8 Template layout 114 Edit built-in email templates 114 Create new email templates 116 Applyyour tags in email templates 119 Set up tickets 121 Configure ticket options 122 Define request types 123 Define status types 125 Set the status type options for the CAB feature 125 Create a prioritytype 126 Create customticket fields 127 Create tasks 128 Access the taskscreen 129 Create a new task 129 Add new taskelements 131 Create new tickets fromtaskelements 132 Define your techs 133 Create tech accounts 134 Edit the admin account 136 Request types,tech groups,and ticket assignment 137 Request types 137 Tech groups 138 Ticket assignment logic 138 Define tech groups 140 Create a tech group 140 Define tech group levels for Orion platformalerts 141 Configure tech group levels 141 Assign supported request types 142 Define tech permissions 143 9 Create a new tech permission set 143 Assign techs toa permission set 144 Define the ticket routing processes 144 Approvers 144 Approval processes 144 Approver roles 144 Create action rules for ticket processing 144 Action Rule Infotab 145 Criteria tab 145 Action tab 145 Add an Action Rule 146 Load balance action rules for ticket processing 148 Define the approval processes 149 Approvers 149 Approver Process Rules 150 Approval patterns 151 Plan your approval process 152 Approval process scenarioprerequisites 152 Create approver roles 153 Create approver roles for locations 154 Assign clients tolocation approval roles 154 Assign clients todepartment approval roles 155 Create a CAB 155 Add CABstatus types 156 Set the status type options for the CAB feature 157 Assign a department and client toan approver role 158 Create new status types 159 Create a status type 159 Determine when a status type is applied toa ticket 160 10