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.
