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…
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…
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