INSTALLATION GUIDE. Web Help Desk. Version 12.6

Transcription

1 INSTALLATION GUIDE Web Help Desk Version 12.6 Last Updated: Wednesday, September 12, 2018

2 INSTALLATION GUIDE: WEB HELP DESK 2018 SolarWinds Worldwide, LLC. All rights reserved. This document may not 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 prior 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 other SolarWinds marks, identified on the SolarWinds website, as updated from SolarWinds from time to time and incorporated herein, are registered with the U.S. Patent and Trademark Office and may be registered or pending registration in other countries. All other SolarWinds trademarks may be common law marks or registered or pending registration in the United States or in other countries. All other trademarks or registered trademarks contained and/or mentioned herein are used for identification purposes only and may be trademarks or registered trademarks of their respective companies. page 2

3 Table of Contents Introduction 6 SolarWinds product integration 6 FIPS compliant cryptography 6 Architecture 6 Ticket processing 7 Evaluate the application 8 Requirements 9 Server hardware and software requirements 9 Hardware 9 Web server 9 Operating system 9 Web browser 10 Screen resolution 11 Deployment with fewer than 20 techs 11 Deployment with more than 20 techs 11 Configuring the JVM 11 Server sizing requirements 11 SolarWinds integration connections 11 SolarWinds product integration requirements 12 Database requirements 12 MySQL requirements 13 SQL Server requirements 13 Software 13 Hardware 13 Discovery connector requirements 14 LDAP requirements 14 Mail server requirements 15 Mobile client requirements 15 page 3

4 INSTALLATION GUIDE: WEB HELP DESK Database migration options 15 Run Web Help Desk on embedded and external Java 15 External database options 16 Migrate from an Embedded FrontBase to an Embedded PostgreSQL Database 16 Migrate external or unsupported databases to PostgreSQL 17 Migrate from MySQL to SQL Server 17 Database datatypes 18 Prepare the Web Help Desk database 18 Prepare the MySQL time zone tables 19 Enable TCP/IP on SQL Server 19 Create and configure your SQL Server database 20 Install the application 21 Before you begin 21 Install Web Help Desk on Microsoft Windows 21 Before you begin 21 Installation 21 Uninstall Web Help Desk 22 Install Web Help Desk on a macos system 22 Installation 23 Uninstall Web Help Desk on a macos system 24 Run Web Help Desk on embedded and external Java 24 Install Web Help Desk on Linux 25 Uninstall Web Help Desk on a Linux system 26 Get started 27 Set up the database 27 Set up an embedded database 27 Set up an external database 27 Use an embedded PostgreSQL database 27 Create a custom SQL database and account 28 Configure incoming and outgoing accounts 29 Create the default admin account 30 page 4

5 Create a request type in the Getting Started Wizard 32 Log in and apply the activation key 32 Activate the license 34 Purchase a license 34 Create a standard access account 34 Retrieve your license or activation key 35 Apply the activation key 35 Apply the activation key online 35 Migrate the installation to a different server 36 Deactivate the license online 36 Deactivate the license offline 36 Reinstall a license on the same server 36 Change the Java bit version on Microsoft Windows servers 36 Activate the license in a clustered deployment 37 Access the Customer Portal 38 Create your user profile 38 Explore the Customer Portal 39 Engage with the SolarWinds community 40 Create a thwack account 40 Explore the thwack site 40 page 5

6 INSTALLATION GUIDE: WEB HELP DESK Introduction Web Help Desk by SolarWinds is a web-based automated ticketing solution that helps you manage your IT support requests for both internal and external clients. Use Web Help Desk to create and manage tickets through the web console. It also supports ticket creation, automatic ticket assignment and escalation, asset management, and incident and problem management. Web Help Desk includes an extensive library of FAQs, integrated tool tips, and online help you can access from the Web console. See the Web Help Desk documentation website for additional information. SolarWinds product integration You can automatically create new tickets from alerts received from the following SolarWinds monitoring products: SolarWinds Network Performance Monitor (NPM) SolarWinds Server and Application Monitor (SAM) SolarWinds Network Configuration Manager (NCM) If the ticket is not resolved within a preconfigured span of time, Web Help Desk can escalate the ticket and send an SMS alert to the assigned help desk technician. Additionally, when you create new tickets, you can send notes to the end user to provide status or request additional information. FIPS compliant cryptography You can configure your deployment for FIPS compliance cryptography. This configuration is required for computer systems installed in U.S. Federal government agencies and companies in a regulated industry (such as healthcare and financial institutions) that share and distribute sensitive but unclassified (SBU) information. Architecture The following illustration provides a high-level view of Web Help Desk in a stand-alone installation. In this example, Web Help Desk is installed on a dedicated server with your choice of an embedded PostgreSQL database or an external database such as MySQL or Microsoft SQL Server. page 6

7 The following illustration provides a high-level view of a Web Help Desk stand-alone installation integrated with the Orion Platform. This configuration links Web Help Desk to SolarWinds Network Performance Monitor (NPM), Server and Application Monitor (SAM), and Network Configuration Manager (NCM) systems to automatically create new tickets from Orion platform alerts and dispatch the appropriate techs to address the issue. Ticket processing Web Help Desk initiates and manages your help desk processes through the Web Console, , SMS, and built-in procedures. After you configure Web Help Desk, it automatically routes tickets to the proper technician and updates your customer. Web Help Desk accepts ticket requests and opens a ticket based on the information in the . You can also update and close tickets using . If a repair requires spare parts, Web Help Desk orders the required parts. Each customer can access a Web console dedicated to their help desk needs. Customers can access all of their help desk features through a Web portal, but they cannot access information from other help desk customers. The following illustration provides an overview of Web Help Desk processes at a high level. page 7

8 INSTALLATION GUIDE: WEB HELP DESK Evaluate the application For 14 days after you install your evaluation version of Web Help Desk, you have unlimited tech seats. If you do not purchase a license after 14 days, Web Help Desk automatically switches to a one-tech license. All tech accounts other than the initial admin account become inactive, and the Assets and Processes tabs in Setup are disabled. Purchasing and entering a license reactivates the deactivated accounts. After you purchase a license in the Customer Portal and receive an activation key code, enter the code in the Setup > General > License > License Settings window. Converting your unlicensed Web Help Desk version to a licensed version retains all of your existing Web Help Desk settings or files. No additional configuration or installation is required. page 8

9 Requirements SolarWinds recommends reviewing the following requirements before you install, upgrade, or migrate your software: Server hardware and software requirements The following sections list the minimum hardware and software requirements for installing Web Help Desk. Hardware COMPONENT CPU RAM REQUIREMENTS 64-bit Dual Core 2.0 GHz or faster 4 GB (up to 20 technicians) 3 GB (more than 20 technicians) plus 1 GB for every 10 additional technicians Hard Drive Space Application Ports 20 GB 8443 (default) (PostgreSQL) Web server PRODUCT VERSION Apache Tomcat Operating system Deprecation notice: Although you can install Web Help Desk on systems running Windows Server 2012 and 2012 R2 (64-bit), these versions are deprecated and will not be supported on future Web Help Desk releases. SolarWinds strongly recommends that you upgrade to Microsoft Windows Server 2016 or later at your earliest convenience. If you installed macos 10.3.x (High Sierra) on your Web Help Desk server, some Tomcat web applications will fail when you start Web Help Desk after the installation. See Tomcat web applications fail after upgrading to macos x (High Sierra) for a workaround. page 9

10 INSTALLATION GUIDE: WEB HELP DESK PLATFORM Microsoft Windows Server SUPPORTED VERSIONS Windows Server 2008 R2 (64-bit) Windows Server 2012 (64-bit) Windows Server 2012 R2 (64-bit) Windows Server 2016 Microsoft Windows (Trial evaluation only) Windows 7 (64-bit, trial only) Windows 8.1 (64-bit, trial only) Windows 10 (64-bit, trial only) macos (Sierra) (High Sierra) Red Hat Enterprise Linux (RHEL) RHEL 6.5 (64-bit) RHEL 7.0 (64-bit) CentOS CentOS 6.5 (64-bit) CentOS 7.0 (64-bit) Fedora Fedora 24 (64-bit) Oracle Java Java 8.0 Web browser Fedora 25 (64-bit) Due to frequent Google Chrome v32 and Mozilla Firefox v32 updates, check the SolarWinds support website for the latest information about compatibility issues between these web browsers and the latest version of Web Help Desk. TYPE Google Chrome Mozilla Firefox Microsoft Internet Explorer (IE) SUPPORTED VERSIONS Chrome 61 and later Firefox and later IE10 IE11 Apple Safari Safari 10 page 10

11 TYPE SUPPORTED VERSIONS Safari 11 Microsoft Edge Edge 38 and later Screen resolution The minimum required screen resolution is 1024 x 768. Deployment with fewer than 20 techs If your deployment will support 20 tech sessions or fewer, you can run Web Help Desk on a system with: A supported operating system A 32-bit Java Virtual Machine (JVM) 4GB RAM (up to 3.7GB for the tech sessions, JVM support, operating system, and any additional services you need to run on the system) This configuration supports tech sessions with no onboard memory issues. Deployment with more than 20 techs If your deployment will support more than 20 tech sessions, SolarWinds recommends installing Web Help Desk on a system running: A supported operating system A 64-bit JVM 3GB RAM for 20 tech sessions plus 1GB RAM for each additional 10 tech sessions Configuring the JVM JAVA_OPTS="-d64" Server sizing requirements SolarWinds recommends installing Web Help Desk on a host server with a 64-bit Dual Core 2.0GHz or faster CPU. If you support a large number of techs, consider upgrading your existing hardware configuration. SolarWinds integration connections If you plan to integrate Web Help Desk with existing SolarWinds products, ensure that your SolarWinds Orion platform server is running version or later. Web Help Desk requires this version to integrate SolarWinds alerts into trouble tickets. page 11

12 INSTALLATION GUIDE: WEB HELP DESK SolarWinds product integration requirements The following table lists the SolarWinds products that integrate with Web Help Desk. SUPPORTED PRODUCT SolarWinds Orion platform VERSION Version and later SolarWinds Network Performance Monitor (NPM) SolarWinds NPM SolarWinds NPM 12.1 SolarWinds Server and Application Monitor (SAM) SolarWinds SAM 6.5 SolarWinds Network Configuration Monitor (NCM) SolarWinds NCM 7.7 DameWare Mini Remote Control (MRC) DameWare MRC Database requirements Web Help Desk uses an embedded PostgreSQL database as its standard database. The following table lists the supported databases. DATABASE SUPPORTED VERSIONS PostgreSQL PostgreSQL 9.2 PostgreSQL PostgreSQL 9.4 PostgreSQL 9.6 MySQL MySQL 5.6 MySQL 5.7 Microsoft SQL Server SQL Server 2008 R2 SP3 SQL Server 2012 SP2 SQL Server 2014 SQL Server 2016 For optimal external database performance, run Web Help Desk and a supported external database on separate servers. page 12

13 MySQL requirements The following table lists the minimum software and hardware requirements for a MySQL database server. PRODUCT SUPPORTED VERSIONS MySQL database MySQL 5.6 MySQL 5.7 CPU speed Hard drive space Memory 64-bit Dual Core 3.0 GHz or better 20 GB 3 GB plus 1 GB for every additional 10 techs SQL Server requirements The following tables list the minimum software and hardware requirements for a database server running Microsoft SQL Server. Software The following table lists the minimum software requirements for a server running Microsoft SQL Server. SOFTWARE Microsoft SQL Server REQUIREMENTS SQL Server 2008 R2 SP3 SQL Server 2012 SP1 SQL Server 2014 SQL Server 2016 Hardware The following table lists the minimum hardware requirements for a server running Microsoft SQL Server. COMPONENT CPU Hard drive space RAM REQUIREMENTS 64-bit Dual Core 3.0GHz or higher 20GB 3GB with 1GB additional RAM for every additional 10 techs page 13

14 INSTALLATION GUIDE: WEB HELP DESK Discovery connector requirements The following table lists the supported discovery connectors used for asset discovery. DISCOVERY CONNECTOR SUPPORTED VERSIONS SolarWinds Network Configuration Manager (NCM) SolarWinds NCM 7.5 SolarWinds Network Performance Manager (NPM) SolarWinds NPM 12 SolarWinds Server and Application Monitor (SAM) SolarWinds SAM 6.2 SolarWinds SAM Absolute Manager Absolute Manager 7.3 build 5642 Apple Remote Desktop Apple Remote Desktop 3.8 Casper Casper 9.96 Lansweeper Lansweeper Microsoft System Center Configuration Manager (SCCM) SCCM 1511 (64-bit) LDAP requirements The following table lists the supported Lightweight Directory Access Protocol (LDAP) software products. PRODUCT SUPPORTED VERSIONS Microsoft Active Directory Active Directory 2008 Active Directory 2012 Active Directory 2012 R2 Open Directory Open Directory 4 OpenLDAP OpenLDAP 2.4 OpenLDAP page 14

15 Mail server requirements The following table lists the supported mail server, versions, and protocols for Web Help Desk. PRODUCT SUPPORTED VERSIONS SUPPORTED PROTOCOLS Microsoft Exchange Server Exchange Server 2010 Exchange Server 2013 CU7 Exchange Server 2016 IMAP POP3 SMTP Mobile client requirements The following table lists the supported client operating systems for the SolarWinds mobile admin software. PLATFORM SUPPORTED OPERATING SYSTEMS Apple ios 10 ios 11 Database migration options Web Help Desk uses an embedded PostgreSQL database for a standard database. If you upgrade to Web Help Desk v and later with an embedded FrontBase database, the Web Help Desk installation wizard assists you with upgrading the existing database to an embedded PostgreSQL database. To avoid future update issues, SolarWinds strongly recommends migrating your data before you update Web Help Desk to the next version. SolarWinds does not provide support, tools, or assistance with database migration. For information about migrating your database using a third-party tool, contact the tool vendor for assistance. Run Web Help Desk on embedded and external Java Beginning in WHD 12.2, Web Help Desk for OS X includes an embedded Java Virtual Machine (JVM). If you are running an external Oracle JVM, Web Help Desk will preserve your Java settings during the installation procedure and continue using the external Oracle JVM. If you are migrating from an external JVM to the embedded JVM included with Web Help Desk and you are using a MySQL database, ensure that the new embedded Java directory on your Web Help Desk server includes an Oracle Java Database Connectivity (JDBC) driver. page 15

16 INSTALLATION GUIDE: WEB HELP DESK External database options Web Help Desk supports SQL Server 2008, SQL Server 2012, and MySQL 5.5 as external databases. You can also use an external PostgreSQL 9.2 or PostgreSQL 9.3 database with Web Help Desk v and later. Migrate from an Embedded FrontBase to an Embedded PostgreSQL Database See Converting from other Databases to PostgreSQL on the PostgreSQL website for information about migrating external and unsupported databases to PostgreSQL. See Database datatypes for information about mapping database datatypes for PostgreSQL and to each other. 1. Ensure that your current installation is running an embedded FrontBase database. If your configuration uses another database or you intend to run a non-embedded PostgreSQL database, you cannot use the upgrade database export feature. 2. Ensure that the whd.properties file is located in the <WebHelpDesk>/conf directory. 3. Log in to Web Help Desk. 4. Start the database export feature. 5. When prompted, verify that you have enough space for the database migration. page 16

17 6. Click Continue. The database migration program migrates the FrontBase data to the PostgreSQL database. During the migration, the program verifies the PostgreSQL database tables against the FrontBase database tables. When completed, the migration program shuts down the embedded FrontBase database. Next, the program prompts you to update the database with your current Web Help Desk installation. 7. Click Continue. Web Help Desk is now running an embedded PostgreSQL database. Migrate external or unsupported databases to PostgreSQL SolarWinds Web Help Desk v and later does not support database migration to FrontBase, OpenBase, or Oracle databases. If you choose to migrate from an external or unsupported database to PostgreSQL, stop Web Help Desk and convert the datatypes in your old database to the data types used in your new database. Convert the data types before you migrate your data. See the PostgreSQL Wiki website for information about migrating from an external or unsupported database to PostgreSQL. See Database datatypes for database datatypes used in previously and currently supported Web Help Desk databases. SolarWinds does not provide support, tools, or assistance with database migration. For information about migrating your external or unsupported databases using a third-party tool (such as PGAdmin3 or PostgreSQL Data Wizard), contact the tool vendor for assistance. Migrate from MySQL to SQL Server 1. Download the SQL Server Migration Assistant (SSMA) from the Microsoft website at com. 2. Stop Web Help Desk. 3. Map identical database types located in MySQL and SQL Server (such as DATETIME) using SSMA. See the instructions included with the software for more information. page 17

18 INSTALLATION GUIDE: WEB HELP DESK 4. Map inconsistent database types (such as DECIMAL in MySQL and money in SQL Server) manually using database mapping tables. See Database datatypes for a complete list of current and previous Web Help Desk database data types that include MySQL and SQL Server. SolarWinds recommends converting datatypes before you begin the migration process. SSMA does not support inconsistent datatypes. 5. Start Web Help Desk. 6. Change your database settings to connect Web Help Desk to your new SQL Server database. 7. Continue the upgrade to the latest version. SolarWinds does not provide support, tools, or assistance with database migration. For information about migrating your database using a third-party tool, contact the tool vendor for assistance. Database datatypes The following table provides a reference for mapping data types from other databases to PostgreSQL (and to each other). WHD FRONTBASE ORACLE OPEN BASE POSTGRE SQL MYSQL SQL SERVER PK INTEGER NUMBER int int4 INT int currency DECIMAL NUMBER money numeric DECIMAL money datetime TIMESTAMP DATE datetime timestamptz DATETIME datetime integer INTEGER NUMBER int int4 INT int pk BLOB BLOB object bytea BLOB varbinary (max) data BLOB BLOB object bytea LONGBLOB varbinary (max) text VARCHAR CLOB char4000 text TEXT nvarchar (max) varchar VARCHAR VARCHAR2 char varchar VARCHAR nvarchar Prepare the Web Help Desk database SolarWinds Web Help Desk supports the following databases: Embedded PostgreSQL MySQL Microsoft SQL Server Standard or Enterprise Edition page 18

19 If your Web Help Desk deployment requires database management features such as failover clusters, do not use the embedded PostgreSQL database included with Web Help Desk. Failover clusters are not available with the embedded PostgreSQL database. If you choose embedded PostgreSQL as your primary database, Web Help Desk installs the database on the Web Help Desk server during the installation. No additional configuration is required. If you choose non-embedded, non-default Microsoft SQL Server or MySQL as your primary database, install the database engine and management tools on a separate server prior to installing Web Help Desk. See the Microsoft TechNet or MySQL website for installation instructions. Install SQL Server or MySQL on a dedicated drive with at least 20 GB of space to accommodate the database engine, management tools, help desk tickets, and ticket file attachments. You can also configure Web Help Desk to use a new SQL Server database instance on an existing server running SQL Server. After you install the MySQL software, prepare the MySQL time zone tables. After you install the SQL Server software, enable TCP/IP on the SQL server and create and configure your SQL Server database. Prepare the MySQL time zone tables If you choose non-embedded, non-default MySQL as your primary database, install the database and manually populate your time zone system tables. You can search for tickets using two new qualifiers: Due Date and First Call Resolution. These qualifiers rely on data located in four MySQL system tables: time_zone time_zone_name time_zone_transition time_zone_transition_type These tables are created when you install MySQL in your deployment, but are not populated by default with data. Web Help Desk requires this data because Due Date and First Call Resolution qualifier logic is implemented from within the database. If the database is missing time zone data, these qualifiers do not work properly. When you install your MySQL database, be sure to manually populate these system tables with time zone data. See the MySQL website and follow the instructions for MySQL Server time zone support. You can check the system tables by executing the following query: SELECT * FROM mysql.time_zone If the query does not create new table rows, the tables are not populated with data. Enable TCP/IP on SQL Server Configure the following settings in the SQL Server Configuration Manager. page 19

20 INSTALLATION GUIDE: WEB HELP DESK SETTING TCP/IP Protocol IP Address VALUE Enabled in SQL Server Network Configuration > Protocols for SQL 20xx (if installed on the Web Help Desk server) TCP Port 1433 IPAll Server IP address (if installed on a separate server) TCP Dynamic Ports Blank TCP Port 1433 Create and configure your SQL Server database Configure the following settings in the SQL Server Management Studio for SQL Server to create and configure SQL Server to the Web Help Desk database instance. SETTING SQL Server and Windows Authentication Mode Login Name SQL Server Authentication: Password SQL Server Authentication: Enforce password policy SQL Server Authentication: Enforce password expiration SQL Server Authentication: User must change password at next login Database name Database owner VALUE Enabled whd Enabled and configured Disabled Disabled Disabled whd whd page 20

21 Install the application Before you begin Decide whether to use an embedded or external database. Web Help Desk comes standard with an embedded PostgreSQL database. Prepare your Microsoft SQL Server or MySQL database if you are using an external database. Install Web Help Desk on Microsoft Windows Before you begin Use an account with local administrative rights. Verify the account is not subject to any local or group policy restrictions. Use the Run as administrator option when launching the installer on a system running Windows Server Quit all other programs before running the installer. If you do not use the default embedded database, ensure that you know: The IP address or host name and port of the database server The name of the database The database user name and password Installation 1. Obtain a copy of the software and your activation key from the SolarWinds Customer Portal. The activation key limits your use based on the number of seats you purchased. 2. Log in as an administrator to the server on which you are installing Web Help Desk. 3. Extract the contents of the downloaded installation ZIP file. 4. Run webhelpdesk x64_eval.exe or webhelpdesk x64.exe. 5. Complete the on-screen instructions. 6. When the installation is complete, click Done. The system opens your browser where you can Select the Web Help Desk database. 7. To use the database included with Web Help Desk, select Use Embedded PostgreSQL database, and click Next. page 21

22 INSTALLATION GUIDE: WEB HELP DESK 8. To use an external database: a. Click Use Custom SQL database. b. In the Database Type field, select the database. c. Complete the remaining fields, and then click Test to test the database connection. d. To create an account on the database, click Create database and user account, enter the admin user name and password, and click Create. e. When you have established a connection with the database, click Next. Uninstall Web Help Desk 1. Quit all running programs. 2. Using an account with local administrative privileges, log in to the server that hosts the application. 3. Navigate to: C:\Program Files\Web Help Desk 4. In the Web Help Desk directory, double-click UNINSTALL.bat. A command prompt window displays with a message prompting you to verify the uninstall. 5. In the command prompt window, enter Y to continue. Web Help Desk and its associated data are uninstalled from the system. 6. Close the command prompt window. Install Web Help Desk on a macos system Before you begin, quit all other programs before running the installer. If you do not use the default embedded database, ensure that you know: The IP address or host name and port of the database server The name of the database The database user name and password page 22

23 Installation 1. Obtain a copy of the software and your activation key from the SolarWinds Customer Portal. The activation key limits your use based on the number of seats you purchased. 2. Log in as an administrator to the server on which you are installing Web Help Desk. 3. Double-click WebHelpDesk pkg. 4. Complete the on-screen instructions. 5. When the installation is complete, click Done. The system opens your browser where you can select the Web Help Desk database. 6. To use the database included with Web Help Desk, select Use Embedded PostgreSQL database, and click Next. page 23

24 INSTALLATION GUIDE: WEB HELP DESK 7. To use an external database: a. Click Use Custom SQL database. b. In the Database Type field, select the database. c. Complete the remaining fields, and then click Test to test the database connection. d. To create an account on the database, click Create database and user account, enter the admin user name and password, and click Create. e. When you have established a connection with the database, click Next. Uninstall Web Help Desk on a macos system 1. Quit all running programs. 2. Using an account with local administrative privileges, log on to the server that is hosting Web Help Desk. 3. Open your Applications directory. 4. Double-click Uninstall Web Help Desk. 5. In the command prompt window, enter Y to delete the application and associated data. Web Help Desk is uninstalled from your macos system. 6. Close the command prompt window. Run Web Help Desk on embedded and external Java Beginning in WHD 12.2, Web Help Desk for OS X includes an embedded Java Virtual Machine (JVM). If you are running an external Oracle JVM, Web Help Desk will preserve your Java settings during the installation procedure and continue using the external Oracle JVM. page 24

25 If you are migrating from an external JVM to the embedded JVM included with Web Help Desk and you are using a MySQL database, ensure that the new embedded Java directory on your Web Help Desk server includes an Oracle Java Database Connectivity (JDBC) driver. Install Web Help Desk on Linux The following procedure describes how to install Web Help Desk on a server running a supported Linux operating system. 1. Quit all running programs. 2. Using an account with local administrative privileges, log in to the Web Help Desk server. 3. Navigate to your downloaded executable or the CD containing the executable. 4. Run the appropriate command based on your system configuration. For 64-bit systems, run: gunzip webhelpdesk x86_64.rpm 5. Run the appropriate installer command based on your system configuration. To upgrade an existing Linux system, replace the installation command (rpm -ivh) with the update command (rpm -Uvh). During the upgrade, several warning messages may open, stating that multiple files or directories failed to be removed. This is normal. For 64-bit systems, run: sudo rpm -ihv webhelpdesk x86_64.rpm 6. Run the following command to start the application: /usr/local/webhelpdesk/whd start To stop the application, run: /usr/local/webhelpdesk/whd stop 7. Launch your web browser and enter the following URL: The Configuration Wizard displays, allowing you to select your Web Help Desk database. Secure port 8443 is the default port. If you log in using unsecure port 8081, a warning displays, indicating that the connection is not private. 8. To use the database included with Web Help Desk, select Use Embedded PostgreSQL database, and click Next. page 25

26 INSTALLATION GUIDE: WEB HELP DESK 9. To use an external database: a. Click Use Custom SQL database. b. In the Database Type field, select the database. c. Complete the remaining fields, and then click Test to test the database connection. d. To create an account on the database, click Create database and user account, enter the admin user name and password, and click Create. e. When you have established a connection with the database, click Next. 10. In the Web console, enter admin for the user address and admin for the password, and then click Log In. Uninstall Web Help Desk on a Linux system 1. Quit all running programs. 2. Using an account with local administrative privileges, log on to the server that is hosting Web Help Desk. 3. Run the uninstaller using one of the following commands: yum remove webhelpdesk.x86_64 The uninstall is completed. page 26

27 Get started The first time you use Web Help Desk, the Getting Started wizard opens and assists you with setting up your Web Help Desk deployment. When completed, you can log in to Web Help Desk and apply an activation key. Set up the database Before you install Web Help Desk, decide whether to use an embedded or external database. Web Help Desk comes standard with an embedded PostgreSQL database. Set up an embedded database The embedded PostgreSQL database is ideal for small to medium installations, and is configured as part of the Web Help Desk setup in the Web Help Desk Getting Started Wizard. Set up an external database If you use an external database, SolarWinds recommends using Microsoft SQL Server. Be sure to install and configure SQL Server before you install Web Help Desk. You can install SQL Server and Web Help Desk on the same server or separate servers. Web Help Desk can also use a new SQL database instance on an existing SQL Server. Use an embedded PostgreSQL database When the Web Help Desk Getting Started Wizard prompts you to select a database, select Use Embedded PostgreSQL database (recommended) and click Next. page 27

28 INSTALLATION GUIDE: WEB HELP DESK Create a custom SQL database and account 1. During the installation procedure, select Use Custom SQL database (advanced). 2. Click the Database Type drop-down menu and select the appropriate database. 3. Enter the appropriate information in the remaining fields. 4. Click Test to test the database connection. If Web Help Desk connects with the external database, click Next. If Web Help Desk cannot connect with the external database, check your settings and rerun the test If you do not have an account on the selected database: 1. Select Create database and user account if necessary. 2. Enter the database admin account user name. 3. Enter the database admin account password. 4. Click Create. See Configure the Microsoft SQL Server and MySQL Databases to set up your external database to work with Web Help Desk. page 28

29 Configure incoming and outgoing accounts Each incoming mail account is associated with a specific request type, an optional tech group, and an outgoing mail account (SMTP server) used to deliver outgoing mail. For example, you could have an incoming mail account for all IT tickets, another account for HR tickets, and yet another for Facilities tickets. Web Help Desk checks the Incoming mail accounts each minute for new messages, processes the messages into tickets, and deletes the processed messages from the incoming mail server. If you are not ready to set up accounts, you can skip this step and configure them later from the Web Help Desk web console. To continue without configuring , click Skip this step. 1. Complete the incoming and outgoing server options as required. 2. Expand Advanced. page 29

30 INSTALLATION GUIDE: WEB HELP DESK 3. In the Incoming Mail Port field, enter the port number for incoming mail. By default, Web Help Desk uses your first configured incoming mail account request type as the default. After you complete the Getting Started Wizard, you can update your account information at Setup > In the SMTP port field, enter the port number for outgoing mail. 5. Complete the remaining fields and check boxes as required. 6. Click Test to test your address. 7. Click Next to continue. Create the default admin account The default admin account is a local super user account used to: Log in to SolarWinds Web Help Desk for the first time and configure the application. Access all Web Help Desk settings and accounts. Administrators with a default admin account can create all user accounts, including additional admin accounts. The default admin account includes tech account privileges, so you can create and process tickets with tech privileges. Techs can have either Tech or Tech Admin account privileges. page 30

31 1. In the Getting Started wizard, navigate to the Admin Account panel. 2. Complete the fields as required, and click Next. After you complete the Getting Started Wizard and create your Admin account, the Getting Started Wizard is no longer accessible. To access Web Help Desk, log in through the Web Help Desk login page. If you try to access the Getting Started Wizard, an error message displays with a link to the login page, as shown below. The default admin account is the only Web Help Desk account that can view and use the blue Switch to Client account toolbar button. When you create the default admin account, the Getting Started Wizard automatically links the client account. Additional admin and tech accounts must be specifically configured to link to a client account. page 31

32 INSTALLATION GUIDE: WEB HELP DESK Create a request type in the Getting Started Wizard When you install Web Help Desk, in the last step of the Getting Started wizard you can add request types or edit preconfigured request types. This step of the wizard is optional. You might find it easier to add request types in the Tickets panel after Web Help Desk is configured. In most cases, SolarWinds recommends that you bypass this step in the wizard and take time to plan the request types you need. To bypass this step, click Finish. Log in and apply the activation key After you install Web Help Desk and run the Getting Started wizard, log in and apply the activation key. If you are evaluating Web Help Desk, you do not need to apply an activation key. For the next 30 days, you will have unlimited tech accounts. If you have not purchased and provided a license after 30 days, the application automatically switches to a 1-tech license. All tech accounts other than the initial admin account are marked as inactive, and some product functionality (such as asset management) is no longer available. You can continue to use Web Help Desk in this mode for up to one year. Applying a license reactivates all deactivated tech accounts and restores full product functionality. 1. On the Get Started panel, click Login as admin to continue setup. 2. Accept the terms of the license agreement. 3. Click Setup. 4. On the General panel, click License. page 32

33 5. Click the padlock to edit the license settings. 6. Enter the Activation Key, and click Activate. See Access the Customer Portal for instructions about obtaining a copy of your activation key. page 33

34 INSTALLATION GUIDE: WEB HELP DESK Activate the license When your evaluation license expires, your single admin or tech account remains active, but all advanced features are disabled. When you purchase and activate a commercial license, you can access all advanced features and additional tech seats based on your purchase. To activate your Web Help Desk license: 1. Purchase a Web Help Desk license. 2. Create a standard access account 3. Retrieve your license or activation key. 4. Activate your license. 5. If you plan to migrate your installation to another server, deactivate your license on the original server before you activate your license on the new server. You cannot activate your Web Help Desk license using the SolarWinds License Manager. Purchase a license You can purchase a Web Help Desk license by: Using the Online Store Contacting Customer Sales Submitting a purchase order to ordersus@solarwinds.com (within the United States) or ordersemea@solarwinds.com (outside the United States) You will receive an with your SolarWinds customer ID (SWID) and password along with your invoice (if purchased directly). After you apply a commercial license key to your Web Help Desk software, you cannot change the license back to a trial or free single-seat license. Create a standard access account After you purchase a license, create a standard access account on the SolarWinds Customer Portal to retrieve your activation key. 1. Locate the SolarWinds SWID in your purchase confirmation Go to customerportal.solarwinds.com. 3. Under the Register tab, enter your SWID (customer ID) and password. 4. Click Log in. 5. Review the information and click Continue. page 34

35 6. Complete the fields in the page to create your individual user account (IUA). 7. Click Create Individual Profile. 8. Access your account and follow the directions in the to verify your account. 9. Click Continue to Customer Portal. 10. Log out of the Customer Portal. 11. In the Login and Password fields, enter the address and password you entered in your individual profile. You can now access the Customer Portal using your address. Retrieve your license or activation key After you purchase a license and create a standard access account, log in to the SolarWinds Customer Portal and retrieve your license key. 1. In the Customer Portal, click License > Manage Licenses. 2. Above the product list, click the View drop-down menu and select Web Help Desk. 3. In the Your Selections menu, locate your product version. 4. Under License Activation Information, locate the activation key. 5. Copy the Activation Key. Apply the activation key After you obtain your license key from the Customer Portal, apply the license key to Web Help Desk. If you plan to migrate your installation to another server, deactivate your license on the original server before you activate your license on the new server. Apply the activation key online If your Web Help Desk server is connected to the Internet and can access the SolarWinds website, use this procedure to apply the activation key. page 35

36 INSTALLATION GUIDE: WEB HELP DESK Migrate the installation to a different server If you plan to migrate your installation to another server, deactivate your license on the original server. Otherwise, you cannot activate the license on the new server. Your SolarWinds Web Help Desk license can only be active on one server. You can deactivate your license online or offline. If you are running SolarWinds Web Help Desk in a clustered deployment, activate your license only when the primary node is migrated to a new node. Deactivate the license online 1. Log in to SolarWinds Web Help Desk as an administrator. 2. In the user interface, click Setup > General > License. 3. Click the Lock icon. 4. Click Deactivate. Your license is deactivated. Deactivate the license offline To deactivate your license offline, contact SolarWinds Support through the Customer Portal. If your server is not connected to the Internet, a support technician can manually deactivate your license. If you lost your previous license, contact SolarWinds Support for assistance. Reinstall a license on the same server Servers running Microsoft Windows Server or Apple OS X will usually preserve your WebHelpDesk license when the software is uninstalled and reinstalled on the same server. However, when you uninstall the software on a system running Linux, your license is deleted. The safest method to uninstall and reinstall Web Help Desk is to deactivate your license before you uninstall the software. When completed, reactivate your license after you install the software on the new server. Change the Java bit version on Microsoft Windows servers If you are running Web Help Desk 32-bit and you update your software to Web Help Desk 64-bit, the software may appear to run with a Demo license. To update your Java software to the corresponding bit version, deactivate your license, install the new Web Help Desk software, and then reactive your license. If you lose your previous Web Help Desk license, contact Customer Support through the SolarWinds Customer Portal to deactivate your license offline. page 36

37 Activate the license in a clustered deployment In a clustered deployment, your license is bound to the primary node in the cluster. Ensure that the primary node is always available to activate or deactivate your license. For new installations, install the primary node and activate your license before you configure your load balancer or deploy your secondary nodes. For an existing deployment, take all secondary nodes offline and upgrade the primary node. Be aware that if the primary node is down for longer than a week, the secondary nodes are deactivated. If you cannot activate or deactivate your license, you may have an issue with your network connection between the primary and secondary nodes for example, network communications are blocked or the primary node port(s) are configured incorrectly. Try to connect directly to your primary node through your Web browser (bypassing the load balancer) and manipulate the license in this location. For further assistance, contact SolarWinds Customer Support. page 37

38 INSTALLATION GUIDE: WEB HELP DESK Access the Customer Portal The SolarWinds Customer Portal provides access to license and maintenance information, support cases, and product downloads, as well as live and instructor-led virtual classroom training. Create your user profile To create a user profile, you must know the SolarWinds customer ID (SWID) issued to your company. If you are a SolarWinds customer but do not have a SWID, contact SolarWinds Customer Support. Users with multiple SWIDs require only one user profile. Your user profile can be linked to multiple SWIDs. 1. Go to customerportal.solarwinds.com. 2. Click the Register tab. 3. Enter your organization's SWID and your address. If you have multiple SWIDs, enter any SWID to create your profile. Later, use the User Profile menu to link the other SWIDs to your profile. The account administrator will review the request, and you will receive an when it is approved. For more information about creating an account, see this FAQ page. page 38

39 Explore the Customer Portal Manage licenses and access license keys. Download purchased products. Open a new support case and monitor existing cases. Download free trials of integrated products. Sign up for instructor-led virtual classroom training. page 39

40 INSTALLATION GUIDE: WEB HELP DESK Engage with the SolarWinds community Use the SolarWinds thwack community website to learn more about SolarWinds products, participate in discussions, and get help resolving issues. Create a thwack account You can read content on thwack without an account. However, having an account allows you to take full advantage of the site by submitting feature requests, liking or following posts, and contributing content. When you create a thwack account, SolarWinds will not send you unsolicited s or add you to marketing lists. 1. Go to thwack.solarwinds.com. 2. Click Register in the top right. 3. Enter the required information and accept the license agreement. 4. Click Create Account. Explore the thwack site After you create an account, click this link to begin exploring thwack. Participating in the thwack community earns points, which you can use to purchase items in the thwack store. As a member of the thwack community, you can: Participate in community discussions and get answers to your questions. In the product forums, you can post questions and view responses to other users' questions. Advice, resolutions, and troubleshooting tips are provided by community members and by SolarWinds employees. Extend product capabilities with custom templates, reports, and scripts. The thwack product forums include thousands of downloadable templates, reports, and scripts you can use to customize or extend your SolarWinds products. This content is contributed by SolarWinds employees and by other community members. View product roadmaps, which list the features currently being developed for future product releases. Be notified of User Experience sessions where you can share your experiences, and help make SolarWinds products better. Influence the direction of a product by submitting feature requests and voting for other users' feature requests. Read blogs about SolarWinds products and about general IT topics. page 40