[beeping music]
>>In this video, I'm going to show you
how to create new accounts in Web Help Desk.
Web Help Desk supports two types of users:
Techs and Clients.
Clients are users who submit help desk tickets.
Typically, a client can only submit
and view their own tickets.
If you provide a client with client-admin permissions,
they can view or edit other client's tickets
and their location or department,
create a ticket on behalf of another client,
and create asset reservations for others.
Techs are the users who work and resolve help desk tickets
submitted into Web Help Desk.
A tech can be configured with administrative privileges
that allow them to manage
all Web Help Desk configuration settings.
For example, the default Joe admin account
we are using right now is an administrator account.
A tech can also be configured as a supervisor
or group manager who manages other techs,
but doesn't necessarily need to have
full administrative privileges.
Or, the account can simply remain a tech account.
This would be ideal for all
your regular help desk technicians.
Let's begin by quickly demonstrating
how to create a tech account.
Only a Web Help Desk administrator
can create a tech account.
Solar Winds recommends creating your supervisory techs
before you create your non-supervisors.
This process allows you to build configuration in layers,
assigning supervisors to techs
as you create the individual tech accounts.
At a minimum, you'll need to fill out
all the mandatory fields in bold.
To begin, we'll click setup in the tool bar.
Click techs in the left menu,
and then click techs.
This displays a list of all your existing
techs and tech groups.
To add a new tech, scroll down to the bottom and click new.
This opens the account info tab,
where you'll add information about your tech.
In the identity section,
click the account type drop-down menu and select tech.
This limits all your screen options
so they only apply to techs.
Add the techs user information,
making sure you complete all the bold fields.
If you're not sure what to add in the fields,
click the tool tip in the field for more information.
If the tech has more than one email address,
the address you enter in the email field
will be used for identification purposes only,
in cases where the tech adds a note
to a ticket from his second email address.
For example, when the tech updates a ticket
using the mobile app on his phone.
In this example, Web Help Desk will be able to associate
the second email address to his account.
Web Help Desk will always use the primary address
when sending email to the tech.
Supervisor is another field that would be good to configure.
The supervisor will typically get an email notification
if a ticket is escalated to an assigned tech.
This gives the tech's supervisor a heads-up
if the tech is not on shift,
is sick, or on vacation.
The tech will be able to see and change
some of the options in their own account,
including all fields in the ticket setup section.
However, some options are not available for tech to edit,
like some under email setup section,
or the depend on tech permission settings.
One important option to configure for your tech
is business zone.
This tells the system how to format the dates
and times based on what's configured in that business zone.
This comes in handy, especially if you configure
multiple business zones that may represent
several time zones, business hours, and/or work days.
Once you define the business hours
and work days in the business zone,
you can select the specify work schedule check-box
to provide more flexibility in defining
the tech's actual work week.
This'll come in handy when Web Help Desk
is auto-assigning tickets.
If a ticket comes in when the tech is off schedule,
the tech will be considered an ineligible candidate
for the ticket at that time.
The on vacation check-box will do the same thing.
It takes the tech off the list of eligible candidates.
Make sure active account is checked too,
otherwise the tech will have an inactive account,
and won't be able to login to the system.
Inactive techs don't take a seed,
and won't go against your license count.
Wasn't that easy?
If you need more information about what an option does,
click the tool tip for additional help.
If you want your clients to open a ticket
by sending an email to a selected email address,
you'll need to configure an incoming mail account.
If you want your clients to open a ticket
using only the web UI,
then an incoming mail account is not required.
You may have skipped the incoming email setting
during the getting started wizard.
Don't worry, you can still set it up
within the application outside the getting started wizard.
You'll need to be logged in as an administrator.
Once you're logged in, click setup in the tool bar.
Click email in the left menu,
and then click incoming mail account.
In the incoming mail account screen, click new.
The first account you create is always the default account.
If you have more than one account,
you have the option to choose another account
to be the default account.
Enabling email tickets tells the system
to monitor the mailbox you entered
in the email address field,
and convert each incoming email into a ticket.
So, you'll wanna check the contents of that mailbox,
and make sure you're comfortable
having email processed and then deleted.
Leave it unchecked for the time being
if you need to move some email out of the mailbox.
You can come back and enable it later if you like.
For our demonstration,
we'll use the email address: support@mycompany.com.
In the account type field, hoose a protocol for accessing
your incoming email account.
Check with your mail administrator
about which protocol to use,
and the server name or IP address
of the incoming mail server.
Notice that the field requirements change
based on the protocol you choose.
The system will automatically populate
the default port number for each protocol.
If you receive a connection error
after you configure and save this screen,
you'll need to verify your mail server port number
with your mail administrator.
Let's use the exchange protocol and mail.mycompany.com
with the default port over SSL.
The request type drop-down menu
let's you assign a request type
for tickets received in this email account.
This way, you can categorize incoming emails
into different request types,
and tech groups if you need to.
You can create as many incoming email accounts as you need
to correspond with the different email addresses.
For example, if you receive sensitive email
that shouldn't be viewed by everyone
on your help desk team,
you can set up a mailbox like HRhelpdesk@mycompany.com,
and assign is to an HR request type
instead of the generic IThelpdesk@mycompany.com.
This configuration limits which techs
can view and read HR requests,
regardless of how the request is submitted.
Otherwise, you can have just one inbox,
and assign a generic request type
to help you and your tech
identify which tickets were created via email,
and reassign the request type to the appropriate tech group.
Leave the allow auto-submitted email checkbox unchecked,
so the application will automatically
block any email with an auto-submitted mail header,
and prevent an auto-reply looping
between the remote system and Web Help Desk.
So now, I'll click save to commit my changes.
You do have some control on which senders emails
can be created into tickets.
If you navigate to the option sub-menu,
you'll see the create accounts
for unrecognized senders option.
At some point, you'll received email
in your inbox directory that shouldn't be created
into tickets, such as spam for example.
By default, this option is set to no.
This means that if the senders email
doesn't match an existing client in Web Help Desk,
the email will be rejected.
If set to yes, all email
in your inbox will be created into tickets.
A happy medium between the two
would be to allow unrecognized senders
with addresses from defined domains
to create tickets.
The only if email matches
an accepted domain selection does this.
You can then define the list of domains you find acceptable
in your organization at accepted domains.
For example, in my case, I'll add mycompany.com,
and click save to save my changes.
Outgoing mail accounts are used
for sending emails from Web Help Desk
to clients and techs with ticket updates,
notifications, and so on.
To create an outgoing mail account,
click outgoing mail account, and then click new to begin.
Similar to incoming mail accounts,
the first account you create will be the default.
This means that if you have more than one
outgoing account, and none of the others are specified
in a given location, company, or request type,
Web Help Desk will use the default account.
I'll use smtp.mycompany.com on the default port 25.
Again, you'll wanna check with your mail administrator
for the SMTP server name and port number,
as well as whether or not it listens on SSL.
For SMTP authentication, you can choose anonymous
if your SMPT mail server allows it.
Otherwise, select simple if you're mail server
requires authentication to send email.
When simple is selected,
the system provides an additional field
where you can enter a username and password for the account.
In the friendly name for Web Help Desk email address field,
enter a friendly name to use for the from address
of all emails sent by the SMTP server.
I'll save the changes here.
A green dot indicates a connection exists
to your SMTP server.
A red dot indicates a failure to connect
to the SMPTP server.
The error message at the top of the page
indicates the nature of the failure.