SolarWinds Web Help Desk Installation Guide...SolarWinds® Web Help Desk® (WHD) is a web-based automated ticketing solution that helps you manage your IT support requests for both

INSTALLATION AND UPGRADE GUIDE

Web Help DeskVersion 12.7.3

Last Updated: Tuesday, September 15, 2020

© 2020 SolarWinds Worldwide, LLC. All rights reserved.

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INSTALLATION AND UPGRADE GUIDE: WEB HELP DESK

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Table of ContentsIntroduction 5

Stand-alone installation 5

Integrated with the Orion Platform 6

Evaluation installation 8

Terminology 8

Product licensing 8

Plan for a production deployment 10

Prepare for the installation 10

WHD installation requirements 13

Database migration options 19

Port requirements for WHD 22

Prepare the WHD database 26

Prepare the WHD server 28

Install WHD 30

Install WHD in a stand-alone deployment 30

Integrate WHD in an Orion deployment 43

Install a WHD evaluation 48

Uninstall WHD 50

Before you begin 50

Deactivate the license 50

Uninstall the software 51

Upgrade WHD 53

Prepare for the upgrade 53

Determine the upgrade path to the latest WHD version 55

WHD upgrade gotchas you should review 56

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Prepare your WHD environment to upgrade 57

Upgrade to the latest WHD version 58

Restore the PostgreSQL database on a new server 62

Check your WHD system after the upgrade 64

Troubleshoot the WHD upgrade 64

Activate your WHD license 66

Purchase a license 66

Apply the activation key online 66

Apply the activation key offline 68

Engage with the SolarWinds community 72

Create a THWACK account 72

Explore the THWACK site 72

Get help after you install WHD 74


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IntroductionSolarWinds® Web Help Desk® (WHD) is a web-based automated ticketing solution that helps you manage your IT support requests for both internal and external clients. Use WHD to create and manage tickets in your help desk operations.

This guide supports the following installation scenarios:

l Stand-alone installation l Integrated with the Orion Platform l Evaluation installation

Stand-alone installationFor a WHD stand-alone installation, install the product on a dedicated server with your choice of an embedded PostgreSQL database or an external database such as MySQL or Microsoft SQL Server. After configuration, you can use WHD as your ticketing system.

By default, the WHD Administrator Console uses secure port 8443 to connect to the WHD server.

You can integrate a stand-alone installation at any time to an Orion Platform environment.

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Integrated with the Orion PlatformWHD supports an integrated installation into an existing Orion Platform. For this configuration, install the product on a dedicated server, select and implement an embedded or external database, and then create a SolarWinds integrated connection in the WHD Administrator Console to the Orion Platform. When you are finished, create or modify alerts in the Orion Platform to integrate with other SolarWinds products and subscribers.

This configuration links WHD 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.

This installation assumes that the Orion Platform and monitored products meet the SolarWinds product integration requirements. If your environment uses SolarWinds High Availability, see the High Availability requirements in the NCM Administrator Guide or the NPM Administrator Guide as part of the installation.

By default, the WHD Administrator Console uses secure port 8443 to connect to the WHD server.


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https://documentation.solarwinds.com/en/success_center/whd/Content/HelpDeskIntegrateOrion.htm

https://www.solarwinds.com/network-performance-monitor

https://www.solarwinds.com/server-application-monitor

https://www.solarwinds.com/network-configuration-manager

https://www.solarwinds.com/solutions/orion

https://documentation.solarwinds.com/en/success_center/NCM/Content/NCM_Administrator_Guide.htm

https://documentation.solarwinds.com/en/success_center/NPM/Content/NPM_Administrator_Guide.htm

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Evaluation installationWHD includes a 14-day evaluation license. During the evaluation period, you can create an unrestricted number of techs and access all product features. After the evaluation period, only one tech account remains active. All other tech accounts are deactivated. To continue using the product, you must purchase a full product license from SolarWinds Sales.

TerminologyThe following terms provide context for SolarWinds product architecture, roles, and components.

l Admins: Techs with privileges to configure WHD, set up tech accounts, and define tech groups. l Clients: End users or customers who can open tickets in WHD. Clients can enter tickets through

email or through the Client console. l Request Types: A classification that identifies the type of support request. Request types are

used to automatically assign tickets to the appropriate tech group.

l Techs: WHD technicians who troubleshoot, resolve, and manage customer tickets. Techs can be members of a tech group who address specific request types.

Techs can also create tickets. For example, when a client calls their IT help desk, the tech opens a ticket on the client's behalf. Additionally, techs can open tickets that are not associated with a client, such as tickets to schedule routine maintenance or system upgrades.

l Tech Groups: A group of techs with similar skills and expertise who address specific ticket request types, such as IT or Facilities. A tech group can include multiple levels so complex or difficult tickets can be escalated to more experienced techs.

l Tickets: Support requests opened through and managed within WHD. Tickets can be initiated through email, created in the WHD Administrator Console, or imported from another application.

Product licensingSolarWinds licenses Web Help Desk on a tiered structure based on the number of seats (or technicians), and not end users.

The available license tiers include:

l 1 to 5 l 6 to 10 l 11 to 20 l 21 to 30


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http://www.solarwinds.com/company/contact-us

l 31 to 40 l 41 to 50 l 51 to 75 l 76 to 100 l 100+

Purchase a licenseYou can request a quote or purchase a license by contacting SolarWinds Sales. After your order is processed, you receive an email with your SolarWinds customer ID (SWID) and password, along with your invoice (if purchased directly).

License typesBeginning on April 21, 2020, you can decide whether to purchase a perpetual license or a subscription-based (or term-based) license.

Both license types include separate terms and pricing. When either license type expires, the application only supports one technician. Subscription licenses do not impact products with perpetual licenses installed on the same server.

You can upgrade to a larger license tier as you increase the number of techs. Contact SolarWinds Sales for details.

The following table provides a comparison of both license types. See Flexible Licensing Options for details about subscription licensing for selected SolarWinds products.

Perpetual license Subscription license (introduced in April 2020)

You retain ownership of the software. The license never expires.

You have rights to use the software during the term of the agreement.

The license includes maintenance and support for the first year.

Maintenance and support are included during the life of the term.

You can renew after the first year for an additional fee.

Subscriptions are on an annual basis. You can extend the term to three years.

Subscription licenses are billed annually, with the option for a multi-year license paid upfront.

Typically purchased using capital expenditures (CapEx).

Typically purchased using operating expenses (OpEx).

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http://www.webhelpdesk.com/quote-request

https://www.solarwinds.com/company/contact-us



https://www.solarwinds.com/licensing-options

Plan for a production deploymentTo plan your production deployment, do the following:

l Prepare for the installation by verifying that all system requirements are met, all required software is installed, and the required roles and features are enabled.

l Review the installation requirements for setting up a WHD in a stand-alone or Orion platform deployment.

l Review the database migration options for details about migrating to a PostgreSQL or Microsoft SQL Server database.

l Review the port requirements to review the secure and non-secure ports for accessing WHD resources.

l Prepare the WHD database for the deployment. This task includes steps for preparing the MySQL time zone tables, enabling TCP/IP in the SQL Server Configuration Manager, and creating and configuring the SQL Server database.

l Review the Prepare the WHD server to prepare the server for a WHD deployment.

Prepare for the installationBefore you install WHD, complete the pre-installation checklist below. This checklist helps you:

l Verify that system requirements are met, all required software is installed, and required roles and features are enabled.

l Gather the information required to complete the installation.

Review the release notes

Review the WHD release notes located on the Success Center.

Review the system requirements

Make sure your environment meets the hardware, software, and database requirements for the installation.

(Optional) Review the system requirements and procedures for a FIPS installation

If you plan to enable Federal Information Processing Standard (FIPS 140-2) cryptography in your deployment, see Enable FIPS 140-2 compliant cryptography in the WHD Administrator Guide for additional requirements and procedures.

Notify your company Send a message to your company about the installation schedule and maintenance window. If you need additional help, contact and allocate staff to be available.


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https://documentation.solarwinds.com/en/success_center/whd/Content/whd_Documentation.htm

https://documentation.solarwinds.com/en/success_center/whd/Content/HelpDeskEnablingFIPS.htm

https://documentation.solarwinds.com/en/success_center/whd/Content/HelpDeskEnablingFIPS.htm

https://documentation.solarwinds.com/en/success_center/whd/Content/WHD_Administrator_Guide.htm

Create a standard access account (if required)

If you are new to SolarWinds, create a standard access account on the Customer Portal.

1. Locate the SolarWinds Customer ID (SWID) you received in your purchase confirmation email.

2. Open a Web browser and log in to the Customer Portal.

3. In the Log In box, enter your SWID (customer ID) and password.

4. Click Log in.

5. Review the information, and click Continue.

6. Complete the fields in the page to create your individual user account (IUA).

7. Click Create Individual Profile.

8. Access your email account and follow the directions in the email 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 email address and password you entered in your individual profile.

The Email Confirmation Screen displays, and an email is sent to the address you provided.

If you are the administrator for your account, you can access the company profile settings screen and view users who have access to the Customer Portal for your company. You can add users, assign roles and contact types and review other information related to your account.

Check for anti-virus software

Determine if any antivirus software is installed on the server or servers where you plan to install the application. To ensure the installation goes smoothly, exclude the SolarWinds directory.

For example, on Windows Server 2012 R2, exclude C:\ProgramData\SolarWinds\.

Do not exclude executable files. SolarWinds assumes that C:\ is the default volume.

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https://customerportal.solarwinds.com/

Gather WHD credentials

Make sure you have all account credentials, SQL database credentials, your SolarWinds account, and local admin server credentials.

Use the Local Administrator Account for installation.

The Local Administrator account is not the same as a domain account with local admin rights. A domain account is subject to your domain group policies.

To download SolarWinds products and licenses, you need a SolarWinds Customer Portal account.

Gather Orion Platform credentials

(Orion integration deployment only)

Obtain sysadmin rights to the Orion server and any additional servers, including High Availability (HA) server pairs, Additional Polling Engines, and Additional Web Server.

Required: Check the footer in the Orion Web Console and verify that the Orion Platform is running version 2016.1 or 2017.1 and later. WHD requires either version to integrate SolarWinds alerts into trouble tickets.

Schedule the installation

Set up the maintenance window, preferably during off-peak hours. Depending on the number of products, size of databases, and size of environment, you may need additional time to complete the installation.

Installations in an existing Orion Platform environment require polling engines and SolarWinds services to be offline for a length of time. This may cause you to lose a portion of polling data.

Open ports according to requirements

For the firewall and server ports, open the required ports based on the server port requirements described in the installation requirements. SolarWinds uses these ports to send and receive data.

Prepare the product license

Review the current product license and determine if you need to make any changes. You can download updated license keys through the Customer Portal.

If you need to modify your licenses, contact your SolarWinds account manager or SolarWinds Customer Sales.


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http://www.solarwinds.com/company/contact.aspx

WHD installation requirementsThis section describes the requirements for setting up a WHD deployment in a stand-alone or Orion Platform deployment.

If you plan to enable Federal Information Processing Standard (FIPS) 140-2 compliant cryptography in your deployment, see the WHD Administrator Guide for specific requirements.

Hardware and software requirementsListed below are the hardware and software requirements for a WHD deployment.

Hardware

Component Requirements

CPU 64-bit Dual Core 3.0 GHz or faster

Memory 4 GB (up to 20 technicians)

3 GB (more than 20 technicians) plus 1 GB for every 10 additional technicians

Hard Drive Space 20 GB (recommended)

Java Platform Open Java Development Kit 11 (OpenJDK 11)

Operating system

If you installed macOS 10.3.x (High Sierra) on your WHD 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 10.13.x (High Sierra) for a workaround.

Deprecation notice: Although you can install WHD on systems running Windows Server 2012 and 2012 R2 (64-bit), these version are deprecated and will not be supported on future WHD releases.

Platform Supported versions

Microsoft Windows Server

Windows Server 2012 R2 (64-bit)

Windows Server 2016 (64-bit)

Windows Server 2019

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https://support.solarwinds.com/SuccessCenter/s/article/Tomcat-web-applications-fail-after-upgrading-to-macOS-10-13-x-High-Sierra


Platform Supported versions

Microsoft Windows

(Trial evaluation only)

Windows 7 (64-bit)

Windows 8.1 (64-bit)

Windows 10 (64-bit)

macOS 10.13.x (High Sierra)

10.14.x (Mojave)

10.15.x (Catalina)

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)

Fedora 25 (64-bit)

Oracle Java Open Java Development Kit 11 (OpenJDK 11)

Web browser

Because of frequent Google Chrome and Mozilla Firefox updates, compatibility issues may exist between these web browsers.

Type Supported versions

Google Chrome Latest version

Mozilla Firefox Latest version

Microsoft Internet Explorer (IE)

IE 11 and later

Do not enable Enterprise Mode on Internet Explorer. This setting forces Internet Explorer to emulate version 7, which is not supported.

Apple Safari Safari 10

Safari 11

Microsoft Edge Edge 38 and later


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Server sizing requirementsDetermine the requirements for your Web Help Desk deployment size.

Deployments with fewer than 20 techs

If plan to support 20 tech sessions or fewer in your deployment, you can run Web Help Desk on a system with:

l A supported operating system l A 32-bit Java Virtual Machine (JVM) l 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 10 - 20 tech sessions with no onboard memory issues.

To adjust the maximum memory setting, edit the MAXIMUM_MEMORY option in the WebHelpDesk/conf/whd.conf file.

Deployments with more than 20 techs

If you plan to support more than 20 tech sessions in your deployment, SolarWinds recommends installing WHD on a system running:

l A supported operating system l A 64-bit JVM l 3GB RAM for 20 tech sessions plus 1GB RAM for each additional 10 tech sessions

Configure the JVM memory allocation

Calculate the amount of memory required for your JVM and increase the allocation as required. See this KB article for details.

Database requirementsWHD uses an embedded PostgreSQL database as its standard database. The following table lists the supported databases for WHD.

Database Supported versions

PostgreSQL PostgreSQL 9.2

PostgreSQL 9.3.2

PostgreSQL 9.4

PostgreSQL 9.6

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https://support.solarwinds.com/Success_Center/Web_Help_Desk_(WHD)/Knowledgebase_Articles/Increase_the_Java_Virtual_Machine_JVM_memory

Database Supported versions

MySQL MySQL 5.7

Microsoft SQL Server SQL Server 2008 R2 SP3

SQL Server 2012 SP2

SQL Server 2014

SQL Server 2016

SQL Server 2017

For optimal external database performance, run WHD and a supported external database on separate servers.

Database hardware requirements

The following table lists the minimum hardware requirements for a database server running Microsoft SQL Server or MySQL with WHD.

Component Requirements

CPU 64-bit Dual Core 3.0 GHz or higher

Hard drive space 20 GB

RAM 3 GB with 1 GB additional RAM for every additional 10 techs

Oracle Java Database Connectivity (JDBC) driver requirements

WHD for macOS includes an embedded Java Virtual Machine (JVM). If you are running an external Oracle JVM, WHD preserves your Java settings during the installation procedure and continues to use the external Oracle JVM.

If you are migrating from an external JVM to the embedded JVM included with WHD and you are using a MySQL database, ensure that the new embedded Java directory on your Web Help Desk server includes the Oracle Java Database Connectivity (JDBC) driver.

See the Oracle website to download the latest JDBC driver.

Discovery connector requirementsThe following table lists the supported discovery connectors used by WHD for asset discovery.


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https://www.oracle.com/

Discovery Connector Supported Versions

SolarWinds Network Configuration Manager (NCM)

NCM 7.5

NCM 2019.4

SolarWinds Network Performance Manager (NPM)

NPM 12.0

NPM 2019.4

SolarWinds Server and Application Monitor (SAM)

SAM 6.2

SAM 6.2.3

SAM 6.4.2

SAM 2019.4

Absolute Manage (HEAT LANrev) Absolute Manager 7.3 (build 5642)

Apple Remote Desktop Remote Desktop 3.8

Casper Casper 9.96

Lansweeper Lansweeper 6.0.100.75

Microsoft System Center Configuration Manager

(SCCM)

SCCM 1511 (64-bit)

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Web server requirementsThe following table lists the supported web servers for WHD.

Product Version

Apache Tomcat 9.0.37

SolarWinds product integration requirementsThe following table lists the SolarWinds products that can integrate with WHD.

To minimize port conflicts, install WHD and Dameware on separate servers. See this KB article for details.

Supported Product Version

SolarWinds Orion platform Orion Platform 2017.1 and later

SolarWinds Network Performance Monitor (NPM)

NPM 12.0.4

SolarWinds Server and Application Monitor (SAM)

SAM 6.5

SolarWinds Network Configuration Monitor (NCM)

NCM 7.5

Dameware Mini Remote Control (MRC) Dameware MRC 12.0.3

LDAP requirementsThe following table lists the supported Lightweight Directory Access Protocol (LDAP) software products for WHD.

Product Supported versions

Microsoft Active Directory Active Directory 2012

Active Directory 2012 R2

Open Directory Open Directory 4

OpenLDAP OpenLDAP 2.4

OpenLDAP 2.4.42


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https://support.solarwinds.com/SuccessCenter/s/article/Unable-to-access-Web-Help-Desk-after-installing-DameWare

Mail server requirementsThe following table lists the supported mail server, versions, and protocols for WHD.

Product Supported versions Supported Protocols

Microsoft Exchange Server

Exchange Server 2010

Exchange Server 2013 CU7

Exchange Server 2016

Office 365

IMAP

POP3

SMTP

Web Help Desk Mobile requirementsThe following table lists the supported client operating systems for the SolarWinds mobile admin software available on Apple iTunes.

Software

Platform Supported operating systems

Apple iOS 10

iOS 11

Supported protocols l IMAP l POP3 l SMTP

Database migration optionsIf 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 the new database. Convert the data types before you migrate your data.

See Database datatypes for the database datatypes used in previously and currently supported Web Help Desk databases.

See the PostgreSQL Wiki website for information about migrating from an external or unsupported database to PostgreSQL.

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http://www.solarwinds.com/mobile-admin#p_systemrequirements

http://www.solarwinds.com/mobile-admin#p_systemrequirements

https://itunes.apple.com/us/app/web-help-desk-mobile/id385247187?mt=8

https://support.solarwinds.com/SuccessCenter/s/article/Stop-and-start-Web-Help-Desk

https://support.solarwinds.com/SuccessCenter/s/article/Stop-and-start-Web-Help-Desk

https://wiki.postgresql.org/wiki/Main_Page

Migration supportSolarWinds 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.

You can back up your PostgreSQL database using the command line in WHD or the Web Help Desk Administrator Console. If a Backup Failed error displays, see this KB article to resolve the issue.

Run WHD on embedded and external Java

WHD for macOS includes an embedded Java Virtual Machine (JVM). If you are running an external Oracle JVM, WHD preserves your Java settings during the installation procedure and continues using the external Oracle JVM.

If you are migrating from an external JVM to the embedded JVM included with WHD and you are using a MySQL database, ensure that the new embedded Java directory on your WHD server includes an Oracle Java Database Connectivity (JDBC) driver.

Migrate from MySQL to SQL Server

1. Download the SQL Server Migration Assistant (SSMA) from the Microsoft website at www.microsoft 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.

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 WHD 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 WHD 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.


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https://support.solarwinds.com/SuccessCenter/s/article/Back-up-and-restore-the-PostgreSQL-database-using-the-command-line

https://support.solarwinds.com/Success_Center/Web_Help_Desk_(WHD)/Knowledgebase_Articles/Back_up_and_restore_the_PostgreSQL_database_using_the_web_console

https://support.solarwinds.com/Success_Center/Web_Help_Desk_(WHD)/Knowledgebase_Articles/Back_up_and_restore_the_PostgreSQL_database_using_the_web_console

https://support.solarwinds.com/SuccessCenter/s/article/Backup-Failed-Backup-command-returned-exit-code-1

https://documentation.solarwinds.com/en/Success_Center/WHD/Content/HelpDeskStartAndStopWHDServices.htm


Database datatypesBeginning in WHD 12.0, the application only supports the following database software:

l Microsoft SQL Server (external database) l MySQL (external database) l PostgreSQL (embedded database)

If you are running a version prior to WHD 12.0, see Upgrade WHD for details about upgrading your WHD software and database.

The following table provides a reference for mapping data types from other databases to PostgreSQL (and to each other).

WHD FrontBase OracleOpenBase

PostgreSQL

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 VARCHAR1000000

CLOB char4000 text TEXT nvarchar(max)

varchar VARCHAR VARCHAR2 char varchar VARCHAR nvarchar

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Port requirements for WHD Review and open ports for WHD to support communications to and from the WHD server. These secure and non-secure ports are used to access the following WHD resources:

l WHD interfaces l External and embedded databases l Email traffic l LDAP and Active Directory l Asset Discovery l Firewall port requirements for data traffic

WHD interfacesThe following table lists the WHD ports for secure and non-secure interface traffic.

Port Protocol Description

80 TCP HTTP communications with Microsoft Exchange Web Services (EWS)

443 TCP Secure traffic from the WHD Administrator Console

8081 TCP Non-secure traffic from the WHD Administrator Console (Windows, Linux, macOS)

8443 TCP (Default) Secure traffic from the WHD Administrator Console (Windows, Linux, macOS)

61616 TCP WHD Discovery engine (JMS queue port)


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External and embedded databasesThe following table lists the WHD ports for external and embedded database communications.


1433 TCP Communications with a Microsoft SQL external database, including:

l Microsoft SQL Server l Microsoft Systems Management Server l Microsoft System Center Configuration Manager (SCCM) l SolarWinds Network Configuration Manager (NCM) l SolarWinds Network Performance Monitor (NCM) l SolarWinds Server and Application Monitor (SAM)

3306 TCP Communications with a MySQL external database (such as Casper 8 and lower)

Beginning in WHD 12.7.3, LANrev is no longer supported.

5432 TCP Communications with an External PostgreSQL database

17778 TCP Communications from the SolarWinds Orion server (Orion integration only)

20293 TCP Communications with an embedded PostgreSQL database

Email trafficThe following table lists the WHD ports for email traffic.


25 TCP Traffic from the WHD server to the email server for automated email notifications

80 TCP Non-secure traffic with Microsoft Exchange Web Services (EWS)

110 TCP Non-secure traffic with the POP3 mail server

143 TCP Non-secure traffic with the Internet Message Access Protocol (IMAP) mail server

443 TCP Secure traffic with EWS

993 TCP Secure traffic with the IMAP mail server

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995 TCP Secure traffic with the POP3 mail server

LDAP and Active DirectoryThe following table lists the WHD ports for Lightweight Directory Access Protocol (LDAP) and Microsoft Active Directory.


389 TCP Non-secure traffic from the WHD server to a designated server (usually a domain controller) for use with the Directory Service tool (LDAP, Active Directory)

636 TCP Secure traffic from the WHD to a designated server (usually a domain controller) for use with the Directory Service tool (LDAP, Active Directory)

Asset DiscoveryThe following table lists the WHD ports for Asset Recovery.


135 TCP Asset Discovery using Windows Management Instrumentation (WMI).

For WMI calls, use port 135 and then choose a random port for further communication.

1521 TCP Communications with the Oracle Java Database Connectivity (JDBC) connector for asset discovery

3306 TCP Communications with the MySQL external database, LANrev, and Casper 8 and lower

4445 TCP Remote log server reader

5433 TCP Communications with Apple Remote 3.2 for asset discovery

7100 TCP Communications with a Sybase database for asset discovery


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Firewall port requirements for data trafficFirewalls between any two points of communication must have the requisite ports open to inbound or outbound traffic according to the relative direction of the communication traffic.

For additional port information, see:

l Unsecured and secured ports for login l No redirect to HTTPS l URL ports (optional) l Tomcat server port l Mail notification port

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https://documentation.solarwinds.com/en/Success_Center/WHD/Content/HelpDeskSecuredUnsecuredLoginPorts.htm

https://documentation.solarwinds.com/en/Success_Center/WHD/Content/HelpDeskNoRedirectHTTPS.htm

https://documentation.solarwinds.com/en/Success_Center/WHD/Content/HelpDeskURLPorts.htm

https://documentation.solarwinds.com/en/Success_Center/WHD/Content/HelpDeskTomcatServerPort.htm

https://documentation.solarwinds.com/en/Success_Center/WHD/Content/HelpDeskMailNotificationPort.htm

Prepare the WHD databaseWHD supports the following databases:

l Embedded PostgreSQL l MySQL l Microsoft SQL Server Standard or Enterprise Edition

If your WHD deployment requires database management features such as failover clusters, do not use the embedded PostgreSQL database included with WHD. Failover clusters are not available with the embedded PostgreSQL database.

To prevent database errors in the application, do not modify the default schemas.

If you choose embedded PostgreSQL as your primary database, WHD installs the database on the WHD 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 WHD. 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 WHD 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 tablesIf 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:

l time_zone

l time_zone_name

l time_zone_transition

l time_zone_transition_type


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https://technet.microsoft.com/

https://www.mysql.com/

These tables are created when you install MySQL in your deployment, but are not populated by default with data. WHD requires this data because the 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.

Setting Value

TCP/IP Protocol Enabled in SQL Server Network Configuration > Protocols for SQL 20xx

IP Address 127.0.0.1 (if installed on the Web Help Desk server)

Server IP address (if installed on a separate server)

TCP Port 1433

IPAll

TCP Dynamic Ports Blank

TCP Port 1433

Create and configure your SQL Server databaseConfigure 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 Value

SQL Server and Windows Authentication Mode

Enabled

Login Name whd

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https://dev.mysql.com/

Setting Value

SQL Server Authentication: Password

Enabled and configured

SQL Server Authentication: Enforce password policy

Disabled

SQL Server Authentication: Enforce password expiration

Disabled

SQL Server Authentication: User must change passwordat next login

Disabled

Database name whd

Database owner whd

Prepare the WHD serverComplete the following checklist on the WHD server. This checklist helps you:

l Verify that the server is set up and configured for a WHD deployment l Gather the information required to complete the installation

1. Prepare a server for the WHD deployment

Verify that the server:

l Meets the CPU, RAM, and hard drive space requirements. l Is running a supported operating system. l Is not a domain controller. l Is configured on your corporate network. l Is accessible to all Web Help Desk techs and administrators. l Can access the following servers:

o Active Directory or LDAP (for Windows deployments) o POP3 o IMAP o SMTP o Microsoft Exchange o External database (for MySQL or SQL Server deployments only)


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2. Install the most recent updates for your operating system

Verify that all updates are installed on the server.

For Windows systems, check for the latest updates and service packs using Windows Update.

For macOS systems, check for updates using the Apple Software Update Service or the Apple Store.

For Linux systems, check for updates by executing the following in a terminal window:

sudo apt-get upgrade

If you installed macOS 10.3.x (High Sierra) on your WHD server, some Tomcat web applications will fail when you start the application. See Tomcat web applications fail after upgrading to macOS 10.13.x (High Sierra) for a workaround you can perform when the installation is completed.

3. Set the server to the correct time

Synchronize the server time with Greenwich Mean Time (GMT).

If the server time is off by five minutes in either direction from GMT, you must contact SolarWinds Customer Service to reset your license.

4. Set the Region and Language setting to English (United States)

See the documentation included with your operating system.

5. Open ports according to the requirements

For your server ports and firewall, open ports according to the port requirements.

Orion uses port 17778 TCP for the SolarWinds Orion integration.

6. Check for anti-virus software

Determine if any antivirus software is installed on the server or servers where you plan to install. To ensure the installation goes smoothly, exclude the SolarWinds directory.

For example, on Windows Server 2012 R2, exclude the following:

C:\ProgramData\SolarWinds\

See Files and directories to exclude from antivirus scanning for Orion Platform products for a complete list of antivirus exclusions.

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http://www.solarwinds.com/documentation/kbloader.aspx?kb=MT16683

https://support.solarwinds.com/SuccessCenter/s/article/Files-and-directories-to-exclude-from-antivirus-scanning-for-Orion-Platform-products


Install WHDThis section describes how to perform the following procedures:

l Install WHD in a stand-alone deployment l Activate the license l Integrate WHD in an Orion deployment l Install an Evaluation

Install WHD in a stand-alone deploymentThis section describes how to perform a WHD stand-alone installation on a dedicated server.

For advanced configuration requirements and steps such as Federal Information Processing Standard (FIPS) 140-2 compliant cryptography, see the WHD Administrator Guide.

Prepare for the installBefore you install WHD, do the following:

1. Locate the external database credentials.

If you plan to use SQL Server or MySQL for your primary database, locate the following:

l IP address or host name and port of the database server l Database name l Database user name and password

2. Check your administrator account credentials.

l Use an account with local administrative rights. l Verify that the account is not subject to any local or group policy restrictions. l Use the Run as administrator option when launching the installer on a system running

Windows Server 2008.


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Install Web Help DeskYou can install WHD on a server running one of the following operating systems:

l Microsoft Windows Server l Mac OS X or macOS l Red Hat Linux

Install WHD on a server running Microsoft Windows Server

To install a production or evaluation copy of WHD on a server running a supported Windows Server operating system:

1. Download the installer from the Customer Portal.

a. Log in to the WHD server as an administrator.

b. Quit all other programs.

c. Log in to the Customer Portal.

d. Click Downloads > Download Product.

e. Click the Product drop-down menu and select Web Help Desk (WHD).

f. Click the Licenses drop-down menu and select your license tier.

g. Download Server for Windows 64-bit.

2. Extract the contents of the ZIP file.

The WebHelpDesk-12.7.x-x64.zip file includes the following files:

l WebHelpDesk-12.7.x.x64.exe, which installs WHD and the latest hotfix (if available) on a stand-alone 64-bit server.

l WHD-12.7.x.xxxx-Hotfix, which contains the latest hotfix files (if available).

3. Run the installation file.

a. Right-click webhelpdesk-12.7.x.64.exe and select Run as Administrator.

b. Complete the on-screen instructions.

c. When the installation is complete, click Done.

The Configuration Wizard opens the default browser.

4. Complete the installation.

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Install WHD on a server running Mac OS X or macOS

To install a production or evaluation copy of WHD on a server running a supported macOS operating system:

1. Download the installer from the Customer Portal.

a. Log in to the WHD server as an administrator.




e. Click the Products drop-down menu and select Web Help Desk (WHD).


g. Download Server for macOS.

2. Extract the contents from the ZIP file.

The ZIP file includes the following files:

l webhelpdesk-12.7.x.64.pkg, which installs WHD and the latest hotfix (if available) for a standalone server.

l WHD-12.7.x.xxxx-Hotfix, which contains the latest hotfix files (if available).


a. Double-click webhelpdesk-12.7.x.64.pkg.

b. Complete the on-screen instructions.

c. When the installation is complete, click Done.

The Configuration Wizard opens the default browser.


Install Web Help Desk on a server running Red Hat Linux 64-bit

To install a production or evaluation copy of WHD on a server running Red Hat Linux:


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1. Download the installation file from the Customer Portal.

a. Log in to the Web Help Desk server as an administrator.




e. Click the Products drop-down menu and select Web Help Desk (WHD).


g. Download Server for RedHat Linux 64-bit.

2. Extract the files from the gzip file.

a. Extract the contents of the WebHelpDesk-12.7.x.xxxx.x86_64.rpm.gz file.

b. Open a terminal window and execute:

gunzip webhelpdesk-12.7.X.x86_64.rpm

The unzipped file includes the following file:

WebHelpDesk-12.7.x.xxxx.x86_64.rpm

This file installs WHD for a standalone server.


a. Open a terminal window and execute:

rpm -ivh webhelpdesk-12.7.X.x86_64.rpm

b. Open a web browser and navigate to:

https://127.0.0.1:8443

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.

The Configuration Wizard displays.


Complete the InstallationWhen the installation is completed, the Configuration Wizard runs on secure port 8443 in the default browser. Complete the wizard, and then enable and configure the 64-bit Java Virtual Machine (JVM) memory on the WHD server (if applicable).

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If you log in using unsecure port 8081, a warning displays, indicating that the connection is not private.

1. If prompted to set up Internet Explorer security settings, select an option, and click OK.

2. Select a database for your WHD installation.

If you select Use the PostgreSQL database (recommended), click Next and go to step 4.

If you select Use Custom SQL database (advanced), click Next and go to step 3.

3. If WHD will be configured with SQL Server database, set up the custom SQL database. Otherwise go to step 4.


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a. In the Database field, select the database.

b. Complete the remaining fields, and then click Test to test the database connection.

c. To create an account on the database, click Create database and user account if necessary, enter the admin user name and password, and click Create.

d. When you establish a connection with the database, click Next.

4. Set up the email accounts.

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a. Complete the fields as required to configure the incoming and outgoing email 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 another for Facilities tickets.

WHD 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 the email accounts, you can skip this step and set up the email accounts later from the WHD Web Console. To continue without configuring email, click Skip this step.

b. Expand Advanced to set up the incoming mail ports.

The incoming mail ports menu displays.


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https://documentation.solarwinds.com/en/success_center/whd/Content/HelpDeskConfigureClientEmailLayout.htm

https://documentation.solarwinds.com/en/success_center/whd/Content/HelpDeskConfigureClientEmailLayout.htm

c. In the Incoming Mail Port field, enter the port number for incoming mail.

By default, WHD uses your first configured incoming mail account request type as the default. After you complete the Getting Started Wizard, you can update your email account information at Setup > E-Mail.

d. In the SMTP port field, enter the port number for outgoing mail.

e. Complete the remaining fields and check boxes as required.

f. Click Test to test your email address.

If the email connection is good, a confirmation message displays.

If the email connection is not good, verify the Test Email Addresses field value and then click Test.

g. Click Next to continue.

5. Complete the fields to create the default admin account.

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The default admin account is a local super user account used to:

l Log in to WHD for the first time and configure the application.

l Access all WHD 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.

6. Click Next to continue.

After you click Next, the Getting Started Wizard is no longer accessible. To change your settings after you initialize the application, click Setup in the WHD Admin Console menu bar and select a setup option.

7. (Optional) Create one or more custom request types.

When you install WHD, the last step of the WHD Getting Started wizard allows you to add request types or edit preconfigured request types. This step of the wizard is optional.

You may find it easier to add request types in the Tickets panel after WHD is configured.

SolarWinds recommends that you click Finish to bypass this step in the wizard and take time to plan the request types you need. See Create tech groups and request types in the WHD Getting Started Guide for information about creating request types.


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https://documentation.solarwinds.com/en/success_center/whd/Content/Onboarding/WHD-GSG-CreateTechGroupsAndRequestTypes.htm

https://documentation.solarwinds.com/en/success_center/whd/Content/WHD_Getting_Started_Guide.htm

8. Click Finish.

The Configuration Wizard applies your settings and configures the application.

This process may take several minutes to complete.

9. Click Login as admin to continue the setup.

10. If you agree with the License Agreement, click Continue.

The Wizard opens the WHD Administrator Console on port 8443 using HTTPS.

WHD is installed on your server.

If you log in to Web Help Desk and receive an HTTP Status 404 error, see HTTP Status 404: The requested resource () is not available to resolve this issue.

11. Click Done to exit the installer.

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https://support.solarwinds.com/Success_Center/Web_Help_Desk_(WHD)/Knowledgebase_Articles/HTTP_Status_404_The_requested_resource_is_not_available

https://support.solarwinds.com/Success_Center/Web_Help_Desk_(WHD)/Knowledgebase_Articles/HTTP_Status_404_The_requested_resource_is_not_available

12. Enable the 64-bit Java Virtual Machine (JVM) memory (64-bit systems only).

a. On the WHD server, navigate to the WHD conf directory.

l OS X and macOS: /Library/WebHelpDesk/conf l Microsoft Windows: \Program Files\WebHelpDesk\conf l Linux: /usr/local/webhelpdesk/conf

b. Open the whd.conf file with a text editor (such as Notepad).

c. Add the following argument to the JAVA_OPTS option:

JAVA_OPTS="-d64"

d. Save your changes.

13. Increase the JVM memory (64-bit systems only).

WHD requires additional max heap memory than the JVM memory default. After you enable the JVM, increase the MAXIMUM_MEMORY value in the whd.conf file and restart WHD.

a. Determine the appropriate amount of memory for your deployment using the following formula:

(Average number of concurrent techs x 150) + (Average number of concurrent users x 25) = MAXIMUM_MEMORY value

For example, If the average number of concurrent techs is 10 and the average number of concurrent users is 50, the recommended MAXIMUM_MEMORY value is 2750 (which is 2.75 GB):

(10 x 150 = 1500) + (50 x 25 = 1250) = 2750

The MAXIMUM_MEMORY value should not be greater than the total memory in the WHD server.

b. Update the whd.conf file for your Microsoft Windows Server, macOS, or Linux operating system.

Microsoft Windows Server

1. Navigate to the WHD directory located at:

C:\Program Files\WebHelpDesk\

2. Open the \conf directory.

3. Open the whd.conf file in a text editor (such as Notepad).

4. In the whd.conf file, locate the MAXIMUM_MEMORY parameter.


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5. Change the parameter value to the value you calculated in an earlier step.

6. Save and close the file.

7. Restart Web WHD.

a. In the WebHelpDesk directory, right-click whd_stop.bat and select Run as Administrator.

b. After the command prompt window closes, right-click whd_start.bat and select Run as Administrator.

macOS

1. Using Finder, navigate to Applications > Utilities > Terminal and open the Terminal application.

2. Connect to the Virtual Appliance.

3. Change the directory to the WHD conf directory:

cd /Library/WebHelpDesk/conf

4. Open the whd.conf file by executing:

sudo vi whd.conf

5. Enter the following command to change the maximum JVM to the value you calculated in a previous step:

:%s/MAXIMUM_MEMORY=512/MAXIMUM_MEMORY=[memory in MB]/ :wq

For example, if you would like to use 2750 MB, execute:

:%s/MAXIMUM_MEMORY=512/MAXIMUM_MEMORY=2750/ :wq


7. Restart WHD.

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a. Open a terminal window and execute:

sudo /Library/WebHelpDesk/whd stop

b. In the terminal window, execute:

sudo /Library/WebHelpDesk/whd start

Linux

1. Open a terminal window

2. Change the directory to the WHD /conf directory.

Type:

cd /usr/local/webhelpdesk/conf

3. Open the whd.conf file.

Type:

sudo vi whd.conf

4. Change the maximum JVM to the appropriate value.

Execute:

:%s/MAXIMUM_MEMORY=512/MAXIMUM_MEMORY=[memory in MB]/ :wq

For example, if you want to change the value to 2750 MB, type:

:%s/MAXIMUM_MEMORY=512/MAXIMUM_MEMORY=2750/ :wq


6. Restart WHD.

a. In the terminal window, execute:

sudo service webhelpdesk stop

b. In the terminal window, execute:

sudo service webhelpdesk start


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Integrate WHD in an Orion deploymentThese instructions provide installation steps for installing WHD in an Orion deployment.

For advanced configuration requirements and steps such as Federal Information Processing Standard (FIPS) 140-2 compliant cryptography, see the WHD Administrator Guide.

1. Install WHD on a dedicated server by completing the procedures for installing WHD in a stand-alone deployment. When the installation is completed, you will integrate WHD into the Orion Platform.

2. Complete the procedures for activating the license.

3. Enable the SolarWinds Orion Platform to share alerts with WHD. To complete this task, configure the Orion Platform to generate alerts triggered in SolarWinds NPM, NCM, and SAM when a network event occurs—for example, when a node fails for any reason. When specific alerts are shared with WHD, WHD automatically generates a ticket based on the alert.

a. Log in to the Orion Web Console.

b. Create a new alert or open an existing alert.

c. On the alert Summary page, expand Alert Integration.

d. Select the Integrate alert with other SolarWinds Products and subscribers check box.

e. Enter an alert subject.

You can use this name in the Alert subject field for the alert.

f. Click the Severity drop-down menu and select an alert severity.

This information is used to determine how WHD processes a shared alert.

g. Click Insert Variable and select any additional alert properties.

h. Click Insert Variable to save the additional properties.

i. Click Submit.

4. Prepare the request types for alert-based tickets.

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http://www.solarwinds.com/documentation/en/flarehelp/orionplatform/content/core-creating-new-alerts-sw989.htm

A request type determines how alerts are routed to the appropriate tech for problem resolution. When you create your SolarWinds connection, select the request type that closely matches the connection.

You can select one request type for one SolarWinds connection.

a. Ensure that you are logged in to the WHD Administrator Console as an administrator.

b. In the toolbar, click Setup and select Tickets > Request Types.

The Request Types window displays the current default request types.

c. Click New.

d. Enter a name to identify this request type.

For example, SolarWinds SAM alerts.

e. To create a nested request type, select the parent type (for example, IT General/Other). Optionally, click to copy values for the remaining fields from the parent type.

To create a top-level request type, leave this field blank.

f. Select the tech group that will handle this type of request.

If the tech group has not been defined, leave this field blank. You can map the request type to a tech group when you define the tech group.

g. Specify the default priority and whether fields are hidden or required.


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h. In the Detailed Instructions field, enter additional information to be displayed on the ticket. For example, you can provide specific instructions for creating this type of ticket, or explain the request type's purpose so a client can choose the correct type.

You can apply BBCode formatting to format lists, add emphasis, or include links to supporting information.

i. Clear the Visible to Clients check box so this type is selected only by techs.

j. (Optional) Restrict this ticket type to specific companies, locations, or departments. Only clients or techs associated with your selections will see this request type.

k. Identify the tech who will receive the highest-level escalation (after the tech group manager).

l. In the Survey field, select None to disable surveys for this ticket type.

m. Click Save.

In this example, the request type is nested in the IT General/Other request type.

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n. Repeat step c through step q to create request types for SolarWinds NCM and NPM alerts (if applicable).

5. Create a SolarWinds server link to the monitored source.

This process creates a communications link between the WHD server and the monitored source (such as SolarWinds SAM). When an event occurs, WHD generates a ticket from the alert and forwards the ticket to the assigned tech group and tech for troubleshooting and resolution.

a. Log in to the WHD Admin Console as an administrator.

b. Click Setup in the toolbar and select SolarWinds Integration > SolarWinds Connection.

c. Click Add new SolarWinds Source in the SolarWinds Connection screen.

d. Enter the connection source name in the Source Name field.

e. Click the WHD Request Type drop-down menu and select a request type.

For example, SolarWinds SAM alerts.

f. Enter the SolarWinds Server IP Address or Fully Qualified Domain Name (FQDN).

g. Enter the SolarWinds administrator user name and password.

To ensure WHD can access the required SolarWinds alerts, enter administrator-level SolarWinds account and credentials data into WHD.

h. Click Test.

When WHD creates a connection with a SolarWinds Orion alert source, the checked areas


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in the window contain green check marks.

i. Click Next to continue.

6. Configure an alert filter to recognize a specific issue in the Orion Platform and create a help desk ticket based on that issue.

7. Configure and test the alert filtering rules to ensure they are filtering the properties correctly. The test should include the severity and any alert fields that are configured in the filter rule.

a. Verify that the alert filtering rule is configured correctly.

The following example shows a test for a filter rule.

b. Click Test.

c. Select a severity.

d. Click Add New Property, select an alert field, and then enter the value.

e. Add all alert properties defined in the filter rule, and click Test.

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https://documentation.solarwinds.com/en/Success_Center/WHD/Content/HelpDeskConfigureMatchingRulesOrion.htm

If the rules are configured correctly, a message states that the filter rules match and the alert is accepted in the Test Results pane. Click Done.

If the rules are configured correctly, a message states that the filter rules match and the alert is accepted in the Test Results pane. Click Done.

Install a WHD evaluationThe evaluation version is a full product version, functional for 14 days. After the evaluation period, all tech accounts are deactivated. You can convert your evaluation license to a production license by obtaining and applying a license key. See activate the license for details.

To update the license, contact SolarWinds Sales to purchase a full license of the product. For Orion products, access the License Manager to update the license with the purchased key. See Activate licenses for Orion Platform products for details.

To use a separate Microsoft SQL Server database, or if you are installing this product into the production deployment of an existing Orion Platform, see Plan for a production deployment.

When you install the evaluation, you can install the Orion server and the Microsoft SQL Server database on the same server. The installer automatically installs SQL Server Express 2014. You can use that database or configure the server to use another SQL Server database. You can install the application on a desktop system, but this configuration is not supported.


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https://documentation.solarwinds.com/en/Success_Center/orionplatform/Content/Core-Centralized-Licensing-Activate-Licenses.htm

This product is intended for use in a production environment that meets the system requirements described below.

Evaluation and Production Environments Evaluation Environments Only

Windows Server 2008 (64-bit) Windows 7 (64-bit)

Windows Server 2012 (64-bit) Windows 8.1 (64-bit)

Windows Server 2012 R2 (64-bit) Windows 10 (64-bit)

To install a WHD evaluation:

1. Download the WHD evaluation file from the WHD website.

2. Follow the standalone installation instructions, including the installation and configuration wizard.

To use the PostgreSQL database that installs with the product, click Use Embedded PostgreSQL database (recommended).

To use your own Microsoft SQL Server database, click Use Custom SQL database (advanced).

3. Open the WHD Administrator Console.

The 14-day evaluation begins.

If the console does not open automatically, launch the WHD Administrator Console in your WHD program folder.

For security purposes, SolarWinds recommends that you change the password used for the WHD service.

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http://www.webhelpdesk.com/

Uninstall WHDYou may need to uninstall WHD to resolve an issue, end your evaluation, or move the application to a new server during a migration. Be sure to deactivate your WHD license before you uninstall the application.

See Install WHD to reinstall the software.

Before you beginBefore you uninstall WHD, SolarWinds recommends the following:

1. Back up your existing database to preserve your data. If you need help with backups, check your vendor's site for documentation and instructions.

If you have your database on a virtual machine (VM), create a snapshot or copy of your VM.

If you need software to perform backups and maintenance for Microsoft SQL Server databases, you can install SQL Management Studio Express for your specific SQL Server version on your database server.

Use one of the following links to download the installation:

l SQL Management Studio Express 2012 l SQL Management Studio Express 2014

2. Back up the product folders. Create copies and backups of your product folders. You may have customizations in these folders specific to your installations.

Deactivate the licenseTo avoid losing your license, deactivate the license before you uninstall the software. This process removes the license activation and server assignment. When you are finished, your license is parked and available when you need it.

1. Log in to the WHD Console as an administrator.

2. Click Setup > General > License.

3. In License Settings, click the padlock.

4. Click Deactivate.


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https://documentation.solarwinds.com/en/success_center/whd/Content/HelpDeskInstallInstallWebHelpDesk.htm

https://www.microsoft.com/en-ph/download/details.aspx?id=29062

https://www.microsoft.com/en-US/download/details.aspx?id=42299

Uninstall the softwareUninstall WHD based on the operating system running on the host server.

Uninstall WHD on a server running Microsoft Windows Server 1. Navigate to Windows Control Panel > Programs and Features.

2. Right-click WHD and click Uninstall.

3. Delete all files from the following location:

C:\Program Files\WebHelpDesk

If you installed WHD on a different domain, go to that location instead of your C:\ drive.

WHD is uninstalled from the server.

4. Restart the server.

Uninstall WHD on a server running macOS 1. Navigate to the /Applications folder.

2. Open the WebHelpDesk folder.

3. Double-click Uninstall Web Help Desk.app.

4. When prompted, type Y (yes) to complete the uninstall.



Uninstall WHD on a server running Red Hat Enterprise Linux 64-bit 1. Open a terminal window.

2. Stop the webhelpdesk service if it is running.

3. Execute:

rpm -e webhelpdesk

4. Delete the files from the following location:

/usr/local/webhelpdesk

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Upgrade WHD This section describes how to update your WHD software to the latest release.

See the following sections for details:

l Prepare for the upgrade l Installation gotchas you should review l Prepare your environment to upgrade l Upgrade to the latest version l Restore the PostgreSQL database on a new server l Check your system after the upgrade l Troubleshooting the upgrade

Prepare for the upgradeUse this checklist to help you plan and prepare for your upgrade.

Check your WHD version

You must be running version 12.6 or later before upgrading to 12.7.3.

If FIPS is enabled, you must be running version 12.7.2.

See Determine the upgrade path to the latest WHD version for upgrade information.

Review the release notes

Review the product release notes and available documentation in the Success Center.

Review the system requirements

Make sure your environment has all required hardware and software requirements for your installations. You may need to also check the administrator guide for each product to locate the requirements.

Review the Gotchas

See WHD upgrade gotchas you should review for the latest information that may impact your upgrade.

Review the licenses

Review your current product licenses and determine if you need to make any changes. You can download any updated license keys for your upgrade through your Customer Portal. Verify any license upgrades and needs with your SolarWinds account manager or contact SolarWinds Support for assistance.

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https://documentation.solarwinds.com/en/Success_Center/WHD/Content/WHD_Documentation.htm



Do you need to migrate?

You may need to migrate WHD to a new server running an identical or disparate operating system. Check if you need to migrate by reviewing new requirements, your products, and your current environment.

Migrating adds time to your upgrade, but you have the best opportunity to update to new servers during an upgrade.

Do you plan to enable FIPS 140-2 cryptography?

If you plan to enable Federal Information Processing Standard (FIPS) 140-2 compliant cryptography, ensure that your WHD deployment meets all hardware and software requirements for a FIPS installation.

FIPS 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.

Gather credentials

Make sure you have all account credentials, Microsoft SQL Server or MySQL database credentials, your SolarWinds account credentials, and local admin server credentials.

Run all Windows updates

Run all Microsoft Windows updates on your WHD server and all additional web servers. If a Windows update runs during the upgrade, your system may reboot as required by the operating system.

Schedule the upgrade

Set up the maintenance window, preferably off-peak hours. Depending on the number of products, size of database(s), and size of environment, you may need an extended amount of time to complete the upgrade.

Need to migrate your PostgreSQL database?

If you migrated WHD to a new server and you are running the embedded PostgreSQL database, restore the database on the new server.

Notify your company

Send a message to your company regarding the upgrade schedule and maintenance window. If you need additional help, contact and allocate specific staff to be available.


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https://support.solarwinds.com/SuccessCenter/s/article/Migrate-Web-Help-Desk-to-another-server

https://support.solarwinds.com/SuccessCenter/s/article/Migrate-Web-Help-Desk-to-another-server

https://documentation.solarwinds.com/en/Success_Center/WHD/Content/HelpDeskEnablingFIPS.htm

Determine the upgrade path to the latest WHD versionThe following sections provide the upgrade paths for non-FIPS and FIPS deployment.

WHD 12.4 is the earliest supported version.

Upgrade path for a non-FIPS deploymentThe following table lists the full non-FIPS upgrade paths from all supported WHD versions to the latest version.

WHD version Upgrade path

12.4 12.5.2 > 12.6 > 12.7.2 > 12.7.3

12.5.2 12.6 > 12.7.2 > 12.7.3

12.6 12.7.3

12.7.1 12.7.3

12.7.2 12.7.3

Upgrade path for a FIPS deploymentThe following table lists the full FIPS upgrade paths from all supported WHD versions to the latest version.

WHD version Upgrade path

12.4 12.5.2 > 12.6 > 12.7.2 > 12.7.3

12.5.2 12.6 > 12.7.2 > 12.7.3

12.6 12.7.2 > 12.7.3

12.7.1 12.7.2 > 12.7.3

12.7.2 12.7.3

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WHD upgrade gotchas you should reviewIf your WHD server is running Apple macOS 10.13.x (High Sierra), disable GNU zip (gzip) compression for the port assignments in the Apache Tomcat server template file.

l You must be running WHD 12.6 or later to upgrade to the latest version.

l If you plan to enable FIPS 140-2 cryptography after the upgrade, upgrade to WHD 12.7.2 first, and then upgrade to WHD 12.7.3.

Ensure that your WHD deployment supports the required resources. Enabling FIPS 140-2 compliant cryptography requires careful planning and coordination with IT management and corporate personnel for a successful implementation. Review the FIPS installation requirements in the WHD Administrator Guide to ensure you have the appropriate amount of time, hardware, software, and resources for your deployment.

After you enable FIPS 140-2 compliant cryptography in your WHD deployment, you cannot revert back to your previous configuration.

FIPS 140-2 compliant cryptography is not recommended in a multiple-instance environment.

l If you are upgrading from a version prior to WHD 12.6, you may want to install a new product instead of performing an upgrade, saving or migrating your data. SolarWinds Support can provide the best advice for these upgrade scenarios.

l Ensure that all techs have Tech and Client accounts to access WHD. All techs must access their tech account using their client account or their WHD tech user name and WHD password (which can be reset using the secure password reset logic). See this article for details.

l If you are upgrading to WHD 12.7.1 or later with a MySQL database, the installer replaces Oracle Java with the Open Java Development Kit (OpenJDK). This update modifies the Web Help Desk home directory structure, deleting the previous MySQL JDBC driver directory. To prevent errors in the application, reinstall the MySQL JDBC driver to the new directory after you complete the upgrade. See Install the MySQL JDBC driver for details.

l If you are upgrading from WHD 12.7.0 to WHD 12.7.1 or later with a Microsoft SQL Server database and the installer generates an error, rerun the install as an administrator and select Upgrade/Repair when prompted.

l Always check that you have enough hard drive space for zipped and unzipped installers. One unzipped installer can consume a couple gigabytes of space.

l If you are migrating your database using a third-party tool, contact the tool vendor for assistance.


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https://support.solarwinds.com/SuccessCenter/s/article/Unauthorized-clients-can-log-in-to-a-Tech-account-using-LDAP-authentication

https://documentation.solarwinds.com/en/Success_Center/WHD/Content/HelpDeskInstallMySQLJDBCDriver.htm

l If you are migrating your PostgreSQL database to a new server, restore the database after you upgrade WHD to the latest version. You can also back up and restore the PostgreSQL database using a command line. If a Backup Failed error displays, see this KB article to resolve the issue.

l If your deployment requires database management features such as failover clusters, use any supported DBMS except the embedded PostgreSQL database included with WHD. Failover clusters are not available with the embedded PostgreSQL database.

l If you added code, such as .jar files provided by Support, the code may be overwritten during the upgrade.

l Consider updating your web browser with the latest updates and patches. This will prevent any issues with using WHD after the upgrade.

l If you upgrade WHD on a Linux server and a 404 error displays in the browser, the hostname may not be assigned correctly to the server. See this KB article for details.

l If you receive an error stating that WHD cannot connect to the database, see this KB article. l If you receive an error stating that the host name does not match the certificate subject

provided by the peer, see this KB article.

Prepare your WHD environment to upgradeWhen you are ready to upgrade, complete these steps. They include the common actions you need to complete before upgrading products.

If you have a test or staging environment, we highly recommend testing the upgrade first. You cannot roll back an installation once completed.

1. Back up the database

Back up your WHD SolarWinds SQL database. If you need help, please check your vendor's site for documentation and instructions.

You cannot roll back an upgrade. Always create a database backup.

2. Exclude files on anti-virus software

To ensure the best performance on your server host and provide full file access, exclude specific file paths and directories from anti-virus software scans. See this article for details.

You can also place your systems behind a firewall to completely disable your anti-virus software during an upgrade.

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https://support.solarwinds.com/SuccessCenter/s/article/Backup-Failed-Backup-command-returned-exit-code-1


https://support.solarwinds.com/SuccessCenter/s/article/HTTP-Status-404-The-requested-resource-is-not-available

https://support.solarwinds.com/SuccessCenter/s/article/WHD-error-Unable-to-connect-to-database

https://support.solarwinds.com/Success_Center/Web_Help_Desk_(WHD)/Knowledgebase_Articles/Error_Host_name_does_not_match_the_certificate_subject_provided_by_the_peer_after_upgrading_WHD


Upgrade to the latest WHD versionThis section describes how to upgrade WHD from a currently-supported version to the latest version.

Upgrading WHD may add new database tables, but the procedure does not impact your database and database table data. See Database migration options for details.

Prepare for the upgrade See the upgrade gotchas to troubleshoot errors that may appear during the upgrade.

If you have a test or staging environment, SolarWinds recommends testing the upgrade first. You cannot roll back an installation once it is completed.

Perform the upgrade 1. Back up your data.

a. Back up your WHD server.

b. Back up any database server associated with WHD.

c. Navigate to <WebHelpDesk>\conf\ and back up your current tomcat_web_template.xml file to an external directory.

d. If you do not plan to enable FIPS, go to step 2.

If you plan to enable FIPS:

l Navigate to <WebHelpDesk>\bin and back up the nss-x64 directory to a safe location. This directory includes the Network Security Services (NSS) libraries required to enable FIPS.

l >Navigate to <WebHelpDesk>\conf\additional and back up the fips-140-2 directory to a safe location. This directory includes files used to support a FIPS configuration.

2. (Optional) Select a database that supports failover clusters.

3. (SQL Server and MySQL only) Install the database management tools.

If you use the non-embedded, non-default Microsoft SQL Server or MySQL as your primary database, install the database engine and management tools according to the instructions included with your software.

Install the database 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.


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https://support.solarwinds.com/Success_Center/Customer_Service/Knowledgebase_Articles/Currently_supported_software_versions#Web_Help_Desk_(WHD)

https://documentation.solarwinds.com/en/Success_Center/WHD/Content/HelpDeskDatabaseMigrationOptions.htm

4. (MySQL only) Prepare the time zone tables.

If you use the non-embedded, non-default MySQL as your primary database, install the database and manually populate your time zone system tables with data.

Beginning in version 12.5, you can search for tickets using two new qualifiers:

l Due Date l First Call Resolution

These qualifiers rely on data located in four MySQL system tables:

l time_zone

l time_zone_name

l time_zone_transition

l time_zone_transition_type

These tables exist when you install MySQL in your deployment, but are not populated by default with data.

WHD 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 will not work properly.

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.

5. (New SQL Server implementation only) Enable TCP/IP.

If you are migrating to Microsoft SQL Server for your primary database, configure the following settings in the SQL Server Configuration Manager.

Setting Value

TCP/IP Protocol Enabled in SQL Server Network Configuration > Protocols for SQL 20xx

IP Address 127.0.0.1 (if installed on the WHD server)

Server IP address (if installed on a separate server)

TCP Port 1433

TCP Dynamic Ports Blank

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6. (New SQL Server implementation only) Create and configure your database.

If you are migrating to Microsoft SQL Server for your primary database, configure the following settings in the SQL Server Management Studio for SQL Server to create and configure SQL Server to the WHD database instance.

Setting Value

SQL Server and Windows Authentication Mode

Enabled

Login Name whd

SQL Server Authentication: Password Enabled and configured

SQL Server Authentication: Enforce password policy

Disabled

SQL Server Authentication: Enforce password expiration

Disabled

SQL Server Authentication: User must change password at next login

Disabled

Database name whd

Database owner whd

7. (macOS only) Update your Oracle Java Database Connector (JDBC) driver (if applicable).

WHD for macOS includes an embedded Java Virtual Machine (JVM). If you are running an external Oracle JVM, WHD preserves your Java settings during the installation procedure and continues using the external Oracle JVM.

8. Verify all Tech accounts. If you recently upgraded from WHD 12.5.2, ensure that:

l All Techs have Client accounts (authenticated through LDAP) linked to their Tech accounts.

l All Tech user names do not match any new or existing Client user names.

9. Get the installer.

a. Log in to the Customer Portal.

b. Click Downloads > Download Product.

c. Click the Products drop-down menu and select Web Help Desk (WHD).

d. Click the Licenses drop-down menu and select a license.


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e. Download the WHD 12.7.3 installer for your operating system.

f. Save the installer to your WHD server.

g. Click Account > Log out to exit the Customer Portal.

10. Stop the WHD service.

11. Launch the installer.

a. Double-click the new WHD installer.

b. When prompted, accept the upgrade terms.

c. Follow the prompts on your screen to complete the upgrade.

The upgrade procedure replaces the tomcat_web_template.xml file with an updated file that includes the new version settings.

d. If prompted, select vcredist_64.exe and install the Visual C++ Redistributable Packages for Visual Studio 2013 in your <WebHelpDesk> directory. The package components are required to run C++ applications in Visual Studio 2013 for a 64-bit environment.

e. When the upgrade is completed, close all web browsers.

12. If you do not plan to enable FIPS, go to the next step.

If you plan to enable FIPS:

a. Locate the nss-x64 and fips-140-2 directories you saved in step 1.

b. Install the nss-x64 directory to the <WebHelpDesk>\bin directory.

c. Install the fips-140-2 directory to the <WebHelpDesk>\conf\additional directory.

13. Update the Apache Tomcat configuration file.

a. Navigate to <WebHelpDesk>\conf\ and open your new tomcat_web_template.xml file in a text editor.

b. Open your backup tomcat_web_template.xml file in a text editor.

c. Apply your personal settings from the backup file to the new file.

d. Save and close the new file.

e. Close the backup file.

14. (macOS 10.13.x only) If your WHD server is running macOS 10.13.x (High Sierra), turn off GNU

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zip (gzip) compression in the Apache Tomcat server template file.

See this KB article for details.

15. (Optional) Increase the Java Virtual Machine (JVM) memory.

WHD requires additional max heap memory than the JVM default. After you complete the upgrade, increase the MAXIMUM_MEMORY value in the whd.conf file.

See this article for details.

16. If you are enabling FIPS, go to step 20.

If are not enabling FIPS, start the WHD service.

17. (PostgreSQL database only) If you migrated WHD to a new server, restore the embedded PostgreSQL database on the new host server.

18. Log in to the WHD Administrator Console as an administrator.

19. Check all Tech accounts.

If you recently upgraded from WHD 12.5.2, ensure that all Techs can access their Tech account through their Client account or their WHD tech user name and WHD password.

20. If you do not plan to enable FIPS, you are finished.

If you plan to enable FIPS, enable your FIPS deployment.

Go to Task 1 in Enable FIPS in an existing deployment located in the WHD Administrator Guide to continue the upgrade.

After you enable FIPS 140-2 compliant cryptography in your WHD deployment, you cannot revert back to your previous configuration.

Restore the PostgreSQL database on a new server You can migrate Web Help Desk to a new server running an identical or disparate operating system when required. If WHD is connected to an embedded PostgreSQL database, restore the embedded PostgreSQL database on the new host server.

You can restore the database by performing the following procedure or executing a command.

1. Log in to the new Web Help Desk host server as an administrator.

2. Copy the backup file from the old server to the new server.

3. Stop Web Help Desk on the new server.

4. On your Web Help Desk server, open the Apps page and click Services.


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https://documentation.solarwinds.com/en/success_center/whd/Content/HelpDeskEnablingFIPSExistingDeployment.htm

https://documentation.solarwinds.com/en/Success_Center/WHD/Content/HelpDeskMigratingApplication.htm


5. In the Services window, ensure that one of the following services is running and displays in the list:

l Web Help Desk PostgreSQL Embedded Database l PostgreSQL Embedded Database

To start the service, right-click the service and select Start.

6. Navigate to your Web Help Desk directory.

l macOS: /Applications/WebHelpDesk l Microsoft Windows: \Program Files\WebHelpDesk l Linux: /usr/local/webhelpdesk

7. Navigate to pgsql9\bin and double-click pgAdmin3.

8. In the pgAdmin3 window, click File > Add Server.

9. Add the following information in the window:

l Name: WHDDB l Host: localhost l Port: 20293 l Maintenance DB: postgres l Username: whd l Password: whd

10. In the Guru Hint window, click OK.

11. Expand Databases.

12. Right-click whd and select Delete/Drop from the menu.

13. In the Guru Hint window, click Yes, and then click OK.

14. Right-click Databases and select New Database.

15. Set the following:

l Name: whd l Owner: whd

16. Right-click whd and select Restore.

17. Navigate to the backup file that you copied from the old server, and then click Restore.

18. Start Web Help Desk on the new server.

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Restore the database by executing a command

You can use the following command to restore the PostgreSQL database:

pg_restore -Fc -h 127.0.0.1 -p 20293 -U whd -d whd <path_to_whd_backup_file>

where:

l -h is the target host. l -p is the port number. l -U is the user name being used. l -d is the target database name.

Check your WHD system after the upgradeAll product versions should be installed properly. Open the application and verify the versions displayed in the footer of the WHD Web Console. Try current and new features with your system to check performance and expected functionality. If you run into issues, check the troubleshooting tips.

Troubleshoot the WHD upgradeBelow are issues you may encounter during the upgrade and how to troubleshoot each issue.

General l If you experience issues and are not on the latest product versions, we recommend completing

a full upgrade. l Check our Success Center for troubleshooting. We recommend searching the name of the

product, the version number, any error codes or messages displayed, and the general issue you found.

l Check your Customer Portal for any new hot fixes.

Database l If you need to restore your PostgreSQL database on a new server after the upgrade, see this

article for details.


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https://support.solarwinds.com/SuccessCenter/s/article/Restore-PostgreSQL-on-a-new-server-after-a-Web-Help-Desk-WHD-upgrade

Error messages l If WHD displays Error 404 after the upgrade, the installer was not unlocked properly or WHD

cannot load a specific JAR file. See this article for details. l If WHD displays Error 404 after you change the default port to port 80, see this article for

troubleshooting. l If WHD displays 403 Forbidden error when you access the WHD console, see this article for

troubleshooting. l If WHD displays An update to the help desk is in progress, verify that your database

update is completed. See this article for details. l If WHD displays a java.lang.IllegalStateException error after the upgrade, the

application may require additional max heap memory than the JVM memory default. See this article for details.

Other issues l If your FAQs fail to load after the upgrade, you may be running outdated Apache Tomcat

libraries. See this article for details. l If you cannot access WHD using your current Web browser, see this article for troubleshooting. l If LDAP fails to connect when initiating a connection from the WHD server to the LDAP server,

see this article for troubleshooting. l If you have an issue that requires additional help, contact SolarWinds Technical Support. We

recommend creating a screenshot of the issue and collecting any error codes you receive. Attach and add this information to your ticket. You may also want to gather additional diagnostics on the system hosting WHD.

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https://support.solarwinds.com/SuccessCenter/s/article/HTTP-Status-404-error-when-accessing-Web-Help-Desk

https://support.solarwinds.com/SuccessCenter/s/article/403-Forbidden-error-in-the-Web-Help-Desk-Console

https://support.solarwinds.com/Success_Center/Web_Help_Desk_(WHD)/Knowledgebase_Articles/Web_Help_Desk_generates_an_error_message_after_an_upgrade

https://support.solarwinds.com/SuccessCenter/s/article/Error-displays-after-upgrading-Web-Help-Desk

https://support.solarwinds.com/SuccessCenter/s/article/Error-displays-after-upgrading-Web-Help-Desk

https://support.solarwinds.com/SuccessCenter/s/article/FAQs-fail-to-load-after-upgrading-to-WHD-12-4-0

https://support.solarwinds.com/SuccessCenter/s/article/Supported-browsers-for-Web-Help-Desk-WHD

https://support.solarwinds.com/SuccessCenter/s/article/LDAP-fails-to-connect-when-initiating-a-connection

Activate your WHD licenseAfter you install WHD in a stand-alone deployment, log in and apply the activation key online or offline.

If you are evaluating WHD, you do not need to apply an activation key. For the next 14 days, you will have unlimited tech accounts. If you do not purchase and apply an activation key within 14 days, the tech accounts are deactivated.

Purchase a licenseTo continue using the application, purchase a license. After you apply the license key, the tech accounts, data, and product functionality are restored.

Contact our sales team to purchase licenses directly from SolarWinds. Use the online quote tool to estimate the licensing cost.

You will need your SolarWinds Customer ID and password to log in to the SolarWinds Customer Portal and retrieve your license key. If you have not completed your customer portal individual profile or cannot locate your SolarWinds customer ID and password, submit a ticket to Customer Support.

After you apply a license key, you cannot change the license back to a trial or free single-seat license.

Apply the activation key onlineIf the WHD server is connected to the Internet, you can activate the license online.

1. Retrieve the activation key.

a. If you are evaluating WHD and received a license key from a SolarWinds representative, go to Log in to WHD.

If you are not evaluating WHD, go to step b.

b. Locate your SolarWinds Customer ID and password.

c. Open a web browser and go to the SolarWinds Customer Portal.

d. Enter your SWID (customer ID) and password.

e. Click Licenses > Manage Licenses.


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https://customerportal.solarwinds.com/support/submit-a-ticket/


f. Above the product list, click the View drop-down menu and select Web Help Desk (WHD).

g. In the Your Selections menu, locate your product version.

h. Under License Activation information, locate the activation key.

i. Copy the activation key and save it to a file.

2. Log in to WHD.

a. Verify that the WHD server is connected to the Internet.

b. On the Get Started panel, click Login as admin to continue setup.

c. Accept the terms of the license agreement.

WHD starts.

3. Apply the license.

a. Click Setup in the toolbar.

b. On the General panel, click License.

c. Click the padlock to edit the license settings.

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d. Enter the Activation Key, and click Activate.

The WHD license is activated.

Apply the activation key offlineIf the WHD server is not connected to the Internet, apply the activation key offline using another computer with internet access.

1. Log in to WHD.

On the Get Started panel, click Login as admin to continue setup.

2. Locate the unique Machine ID code.

a. Click Setup in the toolbar.

b. On the General panel, click License.

c. Click the padlock to edit the license settings.


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d. Copy the unique Machine ID code in the Machine ID field to a text file (such as Notepad).

e. Save the file.

f. Transfer the file to another computer with Internet access.

3. Generate and download the license file.

a. If you are evaluating Web Help Desk and received a license key from a SolarWinds representative, go to Upload the license file into the WHD Administration Console.

If you are not evaluating Web Help Desk, go to step b.

b. Using a separate computer with Internet access, log in to the SolarWinds Customer Portal.

c. Click Licenses > Manage Licenses.

d. Above the product table, click the View drop-down menu and select Web Help Desk.

e. In the License Activation Information column, locate your WHD license and click Activate license manually.

The following example displays the license activation information for a one to five named users license.

f. In the Activate license screen, enter your name, email address, phone number, and the

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computer name to generate a license key file.

g. Locate the text file with the Machine ID code from the WHD server.

h. Paste the unique machine ID code from your computer into the Unique Machine ID box.

The Customer Portal validates the code. If the code is valid, a validation message displays.

i. Click Generate License File.

j. Follow the prompts on your screen to download the license file.

k. Transfer the license file to the WHD server.

4. Upload the license file into the WHD Administrator Console.

a. On the WHD server, return to License Settings in WHD.

b. Click Choose File and select the license file.

c. Click Activate.


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The WHD license is activated.

If WHD generates an error during activation, see Error displays when activating a WHD license for troubleshooting information.

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Engage with the SolarWinds communityUse the SolarWinds THWACK community website to learn more about SolarWinds products, participate in discussions, and get help resolving issues.

Create a THWACK accountYou 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 emails 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 siteAfter you create an account, you can 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:

l 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.

l 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.

l View product roadmaps, which list the features currently being developed for future product releases.

l Be notified of User Experience sessions where you can share your experiences, and help make


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SolarWinds products better.

l Influence the direction of a product by submitting feature requests and voting for other users' feature requests.

l Read blogs about SolarWinds products and about general IT topics.

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Get help after you install WHDAfter you install WHD, several resources are available to help you get started.

Read the Web Help Desk Getting Started Guide first to learn how to use the product. This guide explains how to configure your environment, generate an inventory, update your systems, download and publish updates, and generate reports.

Next, see the Web Help Desk Administrator Guide for details about the administrator console, inventory and reporting, and advanced configuration options.

If you have questions, you can interact with professionals on SolarWinds THWACK to find out how they are using WHD.

For additional product documentation and access to knowledge base (KB) articles, search the SolarWinds Success Center. You can also access the WHD Documentation site for the latest product information, attend a Web Help Desk Fundamentals course, or watch a training video.


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https://thwack.solarwinds.com/

https://support.solarwinds.com/SuccessCenter/s/

https://documentation.solarwinds.com/en/success_center/whd/Content/WHD_Documentation.htm

https://customerportal.solarwinds.com/VirtualClassrooms/#126

https://www.webhelpdesk.com/resources/video

Documents

SolarWinds Web Help Desk Installation Guide...SolarWinds® Web Help Desk® (WHD) is a web-based automated ticketing solution that helps you manage your IT support requests for both