SolarWinds announced new improvements to its web-based IT help desk and asset management solution, SolarWinds Web Help Desk.
SolarWinds Web Help Desk streamlines dynamic help desk ticketing through each request's life cycle, helping to simplify and automate complex help desk environments.
Now with automatic asset discovery, IT pros can keep IT inventory current by scheduling automated discovery of all hardware and software assets and information including hostname, model, serial number, logged-in user, operating system, hard drive, memory, and installed software.
In addition, SolarWinds Web Help Desk now supports integration with SolarWinds network and systems management software including SolarWinds Network Performance Monitor, SolarWinds Server & Application Monitor and SolarWinds Network Configuration Manager.
This new SolarWinds integration feature allows IT pros to import asset information populated by SolarWinds' software into SolarWinds Web Help Desk, and convert and configure network device, server and critical application performance alerts directly into trouble tickets in SolarWinds Web Help Desk.
SolarWinds Web Help Desk Highlights:
-Automated ticketing
- Automatically converts service request emails into trouble tickets
- Leverages help desk integration with SolarWinds systems and network monitoring tools to convert alerts directly to service tickets
- Leverages flexible and dynamic business rules to allow unlimited routing and ticket update automation
- Saves time by automating ticket creation for common and repetitive service requests
- Simplifies ticket management with graphical and intuitive Ticketing Dashboard
- Leverages the advantage of Dynamic Ticket Forms for clients to create IT tickets
- Imports service tickets from old, legacy systems
- Includes knowledge base management for end user self-service issue resolution
- Asset management
- Manages hardware and software assets with a built-in asset discovery engine
- Builds parent-child relationships between assets to simplify incident and problem management
- Links service tickets to asset details for effective ticketing and asset management
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