If you're currently using SolarWinds Web Help Desk (WHD), you may have started hearing rumors about a shift in their licensing model. According to a recent Reddit post from a user in the community, SolarWinds is ending perpetual licenses for WHD and will move exclusively to 3-year subscription licenses. While this hasn’t been officially confirmed through SolarWinds' website yet, it’s something that’s caught the attention of many users.
For those considering a change, this might be a good time to evaluate alternatives. If you're looking for a more modern and actively supported platform, InvGate Service Management is a reliable option — and we can make the transition smooth for you.
We’ve already helped many organizations migrate from SolarWinds’ help desk, and we’ve fine-tuned the process to the point where we’ve developed a script that simplifies the entire WHD migration. Here’s a brief overview of how it works and what you’ll need.
What you can bring over
When moving from Web Help Desk to InvGate Service Management, the following data can be migrated:
- Tickets (requests)
- Conversation history
- Attachments
- Linked requests
- Linked assets (if you use Asset Management in InvGate)
- Locations
- Departments (mapped to Groups in InvGate)
Our process has been tested across various setups, including Microsoft SQL, MySQL, and PostgreSQL databases. The goal is to preserve historical records that still matter while allowing you to move forward with a better interface and modern ITSM functionality.
How the migration process works
We begin by connecting to your WHD database and retrieving the required information. Our script handles most of this, using pre-built queries designed for the WHD schema.
The data is extracted directly from your database in a non-intrusive way, so there’s no impact on your live environment.
The supported database types are:
- Microsoft SQL Server
- MySQL
- PostgreSQL
We’ll also set up InvGate Service Management to receive the imported data, using the credentials you provide. Once configured, the script pulls the data and organizes it into a structure that matches what InvGate expects, keeping the data clean and consistent.
Attachments are handled with a dedicated converter tool that transforms and prepares them for import. This ensures they’re correctly linked to their respective requests once loaded into InvGate.
The final step uses the InvGate Importer to push the data through the RESTful API. Logs are generated to help track the results and catch any minor issues if they appear.
At the end of the process, you’ll have your historical data in place and ready to continue operating smoothly in InvGate Service Management.
What to expect after migrating from WHD
The goal of this process is to move your valuable data — not to clone your old system. That means the interface, ticket views, and some workflows will look and feel different. But once you’re settled in, you’ll benefit from a platform designed with modern IT operations in mind.
And if there’s anything specific you want to keep (like custom fields or particular tags), our team can work with you to adapt the import process as needed.
Ready to make the switch?
Whether you're still weighing your options or already planning to move away from WHD, we’re here to help. Our team has already supported multiple successful migrations and knows the ins and outs of both systems.
You can contact us to discuss your setup, share any concerns, or learn more about how the migration might look for your environment. Reach out to our team here and let us know how we can help!
