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Consulting support for implementation review

We have been using WHD for several years. As I am new to my role, I wonder what type of support or consultation we received when implementing the product. To be honest, it seems quite limited and missing many things that would be expected out of a ticketing system.

Is there a service that Solar Winds provides that would review our implementation, listen to what we want it to do, and make recommendations?

Thanks

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bshopp

We do have some training which is available, you can see more about that here - Success Center.

Also, we do have partners available as well that can provide these types of services, one example here https://loop1.com/solarwinds-health-check/

jason.thompson

stiner - You'll be able to find a ton of resources here on THWACK and like bshopp said- I would hit up the Success Center. Another good way to sort out what you have available to you would be to reach out to your sales rep if possible.

Do you have any general questions we might be able to help you with?

stiner

Hi Jason

Thanks for your reply. Here are a couple of things I think a basic system should do but I can not figure out how to make WHD do:

- ticket ownership - when a ticket is escalated, worked on and then de-escalated, can I make it automatically make it go back to the original tech?

- when you are viewing a ticket for a client, seeing a list of their recent tickets

Here is something I think there is not enough information about.

- WHD integrates with SCCM, but what does that mean? what does the integration give me?

jason.thompson

So- WHD is going to be your ticketing system while SCCM is your discovery tool (someone correct me if I'm wrong here) and I read it as you would be able to pull asset information when a ticket is submitted- Cuts down on investigation time.

For the escalations- I looked Web Help Desk but it looks like you'll have to manually assign it per the drop down. Otherwise- It gets dropped back into the general bucket.

I'd recommend poking around at the tech demo, though. You may be able to find something that will work for you all.

For the client ticket history- I'll have to leave that one for someone more knowledgeable. I know there's a spot for you to see their ticket history under Clients>'username' and click into that specific user but I'm not sure if there's a way to have it populate on a ticket that you're currently working on.

I know my answers are somewhat limited but I don't like giving bad information. I'm happy to help where I can, though. My last thought would be to use the tech demo I linked and poke through every single tab and option.

Lastly- Ask all the questions!

typhoon87

When viewing a ticket and you want to see other tickets from the same user just click the client info tab, there is a box on there that contains that users previous tickets.