Submitting this Feature Request to request the same functionality that exists in Process Integrations to be added to the Service Request Title. We cannot use {{requester_email}} in this field. The value is always blank. It would be preferable if we could access the Requester's other attributes such as name, and userid…
GoToAssist is supported by SWSD but they have come out with a new version called GoToResolve which Isn't
Efficient way to manage the resolution SLA for VIP users. We have a couple of VIP USER groups of about 40 VIPs, but it appears that we cannot select a group from the requester field and allow the members of that group to be used to define a VIP vs. a non-VIP. Current option is to set 40 different SLA rules to manage each…
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…
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