I know this will likely be met with a ton of resistance, but here me out. Overview: As IT teams increasingly rely on integrated tools to handle incident management and remote support, I propose a native integration between SolarWinds Service Desk (SWSD) and Splashtop. This would allow service agents to initiate secure,…
I would like to be able to "at mention" other administrators when using mobile browsers, such as Chrome and Edge on Android and iOS.
I have a dream for Solarwinds Service Desk. A dream where the tireless architect of documentation does not live in fear of the "Save" button. In the grand cathedral of IT Service Management, we are told that Knowledge is Power. We are told that our Knowledge Base is the "Single Source of Truth." Yet, in many of our most…
Maine General Medical Center has a use case where most of their tickets come in via phone and their Agents create the tickets for the end users within the incident queue. What is happening is the agents start filling out a ticket and realize it should have been a Service Request. They would like for Service Catalog…
Per direction, suggesting the addition of a built-in setting to enable or display a bell icon for in-app notifications in the user (end-user/customer/requester) view.
I would like to see three levels of category. Here's the situation. Printer as a Category can have multiple sub-categories, (Paper Jam, Toner Replacement, Servicing Required, out of paper, etc) Printer is a hardware, and I would like to place all Hardware under a Hardware category (one that is already established by…
There is currently an option within each instance that "Subcategory is a mandatory field", which requires a subcategory when creating a new ticket. (Service Desk → Categories) This is very limiting, as not all of our categories even HAVE subcategories. If we enable this, you can't submit a ticket within a category which…
When a device/asset is created, updated, or retired in SolarWinds Service Desk, the corresponding Dameware Remote Everywhere endpoint should be automatically created/updated/deactivated in DRE. Admins should be able to configure which asset types participate, map key fields (e.g., hostname, owner, location), and define…
The admin shall be to update the View in the My Tickets view for the customers to ensure internal information related to ticket resolution is not available for the requster Currently it displayed the whole information related to Group Assignement, Assigned to, Due Date etc. are not required, these can be removed and ticket…
We would like to be able to export this information to review and update as needed.
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