Web Help Desk Training - Level 2
2 likes1,454 views
The document outlines a Level 2 training session for SolarWinds Web Help Desk, featuring a review of Level 1 content, change management configuration, and unique use cases such as action rules and LDAP connections. It emphasizes live demonstrations, encourages participant questions, and provides resources for further learning. The session is recorded, and attendees are directed to online forums for feedback and feature requests.
Web Help Desk Training - Level 2
- 1. Customer Training Web Help Desk – Level 2 © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 1
- 2. Today’s Session » Hosts Andy McBride - Support Specialist Manish Chacko – Sales Engineer ® Are you Certified? © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 2
- 3. Agenda » Introduction and Housekeeping » Short Review of Level 1 Training » Configuring and Using Change Management » Unique Use Cases Action Rules Multiple LDAP Connections » Common Issues » What’s Next? © iStockphoto © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 3
- 4. A Few Notes about Today’s Session » Today’s content will mostly be live feature use! We only have an hour. » Ask questions! Don’t wait until the end – ask away » Today’s session is being recorded Recorded session on SolarWinds.com Slides available on slideshare.com © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 4
- 5. Quick Review of Level 1 Training » Comprehensive IT Service Management Multiple Customers Asset Management Technician Management Parts, POs and Spares Data Import Options SSO Authentication Automation! © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 5
- 6. Using Setup Start by changing the admin password (Techs) Then go back to the top and work downward Use the tooltip help! © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 6
- 7. Understanding Ticket Logic © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 7
- 8. Understanding Ticket Logic © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 8
- 9. Understanding Ticket Logic © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. 9
- 10. Understanding Ticket Logic 10
- 11. Understanding Ticket Logic © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 11
- 12. Change Management - Setup © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 12
- 13. Unique Use Cases - Action Rules © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 13
- 14. Unique Use Cases - Action Rules ALL = Boolean AND ANY = Boolean OR Evaluated Separately © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 14
- 15. Unique Use Cases – LDAP and AD © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 15
- 16. What’s Next? » What we are working on. http://forums.webhelpdesk.com/forums/?CategoryID=6 » What would you like to see in WHD? http://forums.webhelpdesk.com/forums/?CategoryID=4 » Thank You for Attending! © 2012 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 16