Help is available in the SolarWinds online knowledge base or it.westchesterlibraries.org for the following:

There are three ways to contact the help desk

  1. Sign in and submit a request via the SolarWinds online portal.
  2. Call (914) 674-3616 for urgent issues and login questions.
  3. Send an email to support@wlsmail.org.

To contact us through the online portal or email, send one request with RELATED issues.
For example, “3 examples of an item not circulating correctly” in one email is ok. “The OPAC is not working, can’t edit a note, holds not trapping” is not ok.

Please include:

  • A text description of what you were trying to do, ESPECIALLY if applicable,
    • Item title and barcode ID
    • Patron name and barcode ID
  • The VDI workstation name from the bottom right corner of your desktop screen if applicable
    eg. VMWLS001
  • Attach files or screen shots as needed.
    How to use the Snipping Tool

To use the online portal

Any staff member can contact the WLS help desk via the SolarWinds Support Desk portal, phone, or email for help. The SolarWinds Support Desk online portal can be used to access an up-to-date knowledge base and a staff member’s support tickets.SolrWinds Support Desk sign-in form with bright blue accents. A red circle over the Sign in with Google botton at the bottom of the graphic points out where to click.

  1. Go to https://westls.samanage.com​
  2. Choose Sign in with Google. ​
  3. Enter your WLS or library email and password ​
  4. Click Sign in and follow the prompts. ​
    The SolarWinds home screen displays.

Once signed in,

  • Search the knowledge base for possible solutions
  • Create an incident ticket or service request
  • Check on or update current tickets

When creating a ticket,

  1. Choose a Category and Subcategory whenever possible
  2. Enter a brief description in the subject line
  3. Enter a description, including:
  • A text description of what you were trying to do, ESPECIALLY if applicable,
    • Item title and barcode ID
    • Patron name and barcode ID
  • The VDI workstation name from the bottom right corner of your desktop screen if applicable
    eg. VMWLS001
  • Attach files or screen shots as needed.
    How to use the Snipping Tool

WLS IT SolarWinds Support Desk Preview (printable)