SolarWinds enhances its Web Help Desk and DameWare Remote Support Tools

SolarWinds has introduced updates to its SolarWinds® Web Help Desk® and DameWare® Remote Support products to better facilitate business processes and streamline remote troubleshooting and management. Specifically, new to SolarWinds Web Help Desk is the ability to create automated parent-child relationships between help desk tickets, enabling easy-to-use, ticket-based project management; while DameWare Remote Support now features Microsoft® Active Directory® integration.

 

 

With the ability to link SolarWinds Web Help Desk tickets together in parent-child relationships, IT pros can now easily track multiple related tasks for automated business processes. For example, events such as a new hire, where multiple departments—HR, facilities, IT, finance, etc.—must be involved, the creation of a single parent ticket can trigger automated child tickets assigned to different owners, each with their own status, but containing pertinent information from and linked to the parent ticket. This new feature of SolarWinds Web Help Desk works equally well for ad-hoc projects where multiple owners are involved, such as the moving of server.

 

DameWare Remote Support’s new Active Directory integration enables single sign-on support to improve technician efficiency and help ensure company password policies are enforced. It also allows administrators to schedule automated synchronisation of DameWare Remote Support users with Active Directory lists, easing management burdens.

 

“Technical support teams are under intense pressure to perform well and prove their value, in fact almost 90 per cent of IT pros in a support role who responded to a recent survey on the topic said they feel this scrutiny,” said Nikki Jennings, group vice president, systems management, SolarWinds. “The updates to SolarWinds Web Help Desk and DameWare Remote Support we’re announcing today don’t just enable better organised help desk management and facilitate more effective remote support, they help IT pros take a leadership role in improving organisation-wide efficiency and project management, thereby proving themselves as a key driver of business success.”

Brazil's Hcor harnesses Oracle's cloud solutions to independently manage critical immunology...
Businesses are increasingly scrutinising their data hosting choices due to trust and regulatory...
Clumio Backtrack offers rapid, precise data recovery for DynamoDB, enhancing resilience for...
NinjaOne unveils its automated endpoint management platform on Google Cloud Marketplace, enhancing...
Tintri's VMstore is setting new standards in data management for Kubernetes, with significant...
The Optical Transport market is set to recover by 2025, driven by AI and cloud data center demands.
Civo introduces relaxAI API, offering UK organizations cost-effective and compliant generative AI...
Qodea Ltd. has acquired Beyond to enhance its presence in North America and support global clients...