Use case - We have an automation rule which runs that sends a reminder notification back to the Agent after 3 days of no comment. Issue - if the last comment was on a Thursday, the automation should not count the weekend as those are excluded in our business hours. Today, while Business hours can be applied to Conditions…
We just got a bunch of alerts from our network equipment because there was a power outage and each device (switch, AP, etc.) triggered an alert. Each of these alerts caused a new ticket to be generated. Now that the power is back on I have to go through a dozen or so ticket and categorize them, assign them, and close them…
Over the past few years, I have been working a lot in the Procurement portion of SolarWinds. I track all of our licenses and subscriptions including start/end dates and financial values. I have noticed a few things that could be improved. * The search functionality in contracts is lacking. If I do a partial word search it…
Hello,we would like to be able to customize the purchase order section.I have noted the following needs: * Ability to generate a printable version of the POs, customizable with the following elements: * General purchasing terms and conditions * Custom header and footer * Display of approvers The objective is to be able to…
Hello, we would like to have more advanced management of the default notifications (notifications for ticket opening/closing/resolution, adding a comment, etc.). Currently, it is only possible to modify part of the message and select the recipients (CC, requester, etc.). It would be appreciated to be able to exclude…
Currently, SolarWinds Service Desk only sends notifications after an SLA breach occurs. However, for proactive service management, receiving alerts before a breach happens is critical. We propose implementing SLA pre-breach notifications based on configurable timeframes (e.g., X minutes before SLA expiration).…
Actualmente, SolarWinds Service Desk solo envía notificaciones tras un incumplimiento del SLA. Sin embargo, para una gestión proactiva del servicio, es fundamental recibir alertas antes de que se produzca un incumplimiento. Proponemos implementar notificaciones previas al incumplimiento del SLA basadas en períodos de…
It would be more convenient if the horizontal scroll bar were always visible on the page. Currently, when widgets extend below the visible area, you have to scroll all the way to the bottom to access the horizontal scroll bar.
To have a built-in report that shows a ticket being reassigned from one group to another group/agent. For example: A ticket originally assigned to the Helpdesk group is reassigned by a Helpdesk agent to the Infrastructure group.Specifically, we’re looking to capture: Who reassigned the ticket The date and time of the…
On the Solarwinds documentation page about Service Desk>Incidents, there is a feature for bulk resolving incidents that are listed under the Related tab. The documentation states, "When resolving a ticket with related incidents attached, you will be offered the opportunity to add the resolution code to all incidents that…
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