SolarWinds enhances its Web Help Desk and DameWare Remote Support Tools

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.”