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…
In web help desk users could see their inventory of assets assigned to them. This is very beneficial to for end users to keep track of asset item they are responsible for.
It would be great to be able to Hide some of the groups from the Group Assignment dropdown as well as the Task Assignment drop down so we can filter what can be assigned to what to prevent human error.
Dear SolarWinds Support, I would like to submit a feature request to enhance the email notification functionality within the SolarWinds Helpdesk system. Request: We would appreciate the ability to customize the email notification formatting based on the status of a ticket. Specifically, we propose the following…
Please create a Service Desk setting to where a 'New - Unassigned' ticket is auto-assigned to whoever is the first responder. For example: we may receive a ticket from John Doe. One of my technicians responds to John that they have received the ticket. The ticket is then auto-assigned to that technician that made first…
The ability for a service agent role to edit or modify details in a custom field. Specifically, a Multi pick Drop down list. Only admins can do this now and it would helpful if a service agent had this option as new items are added.
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…
Potential enhancement for the dropdown menu in the following window within SWSD. Currently, the dropdown values are not fully visible unless we manually scroll through them. If it's possible to modify the interface so that all dropdown values are visible without scrolling—perhaps by expanding the dropdown height or…
Add another option to the Update Record drop down to add a comment to the ticket with a defined/'canned' text. Ideally you would also be able to use system and service request variables in the canned comment language.
We use automated processes in conjunction with our HR department for account set up and off boarding of employees. When HR submits a ticket, they sometimes 'forget' to update the due date, thus causing issues with with the task dates for our group. It would be helpful to have the due date update in the task when HR…
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