cancel
Showing results for 
Search instead for 
Did you mean: 
Create Post

WHD 12.1 Restrict the External "Help" Links

WHD 12.1 Restrict the External "Help" Links

My idea is for the embedded links to the external Admin Guide to be only accessible to (or at least under the control of) Web Help Desk administrators.

Are your coal-face technicians wasting time and effort wading though a 178-page "help" document that won't particularly help them do their work?

Background:

In Web Help Desk version 12.1, the technicians' interface contains embedded links to the external Admin Guide hosted at eg: http://www.solarwinds.com/documentation/WebHelpDesk/flarehelp/WHD_12-1-0_PA_en/

Having unrestricted access to Admin-focused content, and to remote external documentation at all, is not appropriate for some Web Help Desk customer installations.

For plain non-admin technicians, the popup spot-help is mostly sufficient; for them the external help is a distraction, can waste technicians time,

tempt non-admin technicians to request inappropriate system-configuration changes, and so on. Also, where a site uses custom fields that need to be filled-in appropriately,

eg: the generic "how to manage tickets" documentation is then insufficient and misleading.

Suggested Remediations:

Preferred, logically appropriate: the links to the external Admin Guide should only be visible to tech-admin users, not plain techs.

Alternatives: provide a configuration option to completely disable the embedded links to http://www.solarwinds.com/documentation/WebHelpDesk/flarehelp, or

provide a configuration option to point the links to an administrator-specified alternate location (for example, an internal documentation site).

Please vote on whether "restricting access to the external Admin Guide" would help your team.