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Web Help Desk (WHD)

TasksAssumptions & Dependencies
Integration with LDAP/Active Directory ServiceClient provides any necessary service accounts and identifies any account properties that will be carried over to WHD client accounts (such as contact information or title). For Hosted deployment ensure the necessary firewall rules are in place to allow the WHD source addresses through to the LDAP server. Web Help Desk will connect to your LDAP server from one of the following IPs:
64.62.138.188, 64.62.138.186, 72.13.84.171
Configure Web Helpdesk Email OptionsClient provides email account for Web Helpdesk.
Create Technician Users and Client AccountsA list of WHD users has been provided; Tech user roles and desired limitations have been captured in the requirements phase. The client has identified Client (non-tech WHD users) administrators/approvers for any necessary approval processes.
Configure Request TypesA list of desired Request Type values has been provided prior to or during the review phase.
Configure Priority TypesClient identifies any Priority Types that would be needed beyond the out-of-the-box configuration.
Configure Status TypesClient identifies any Status Types that would be needed beyond the out-of-the-box configuration.
Status AlertsClient identifies any alert criteria prior to or during implementation.
Configure Processes for approval or automated action rulesClient identifies any status types that require approval processes, or special action rules.
Configure Location, Company, and/or DepartmentClient has identified any necessary company, location, or department designations.
Create Tech GroupsDefine the desired groups to be created and/ or grouping hierarchy to be established.
SurveysClient has identified any surveys that should be created during implementation.
Assets, Parts, and BillingClient has identified any compatible asset management software and will provide service account or other necessary access, or has provided a list of assets in supported format. For the hosted instance Web Help Desk will connect to your endpoint from one of the following IPs:
64.62.138.188, 64.62.138.186, 72.13.84.171
ReportsClient has identified any reports that should be created during implementation.