We were thinking it would be handy to be able to set agent availability by calendar. Rather than people having to toggle availability manually. So if your outlook calendar has you in a meeting then SolarWinds would automatically switch you to offline. Alternatively how about something similar to the business hours you can…
We are looking to utilize queues with round-robin assignments in our organization, but found there isn't an easy way to quickly view the status of each agent outside of going into settings-->users & groups-->queues and hovering over each agent. We would like to give team leads a "dashboard" type view of their queues, with…
At times, users may need to review open/aged tickets and get information about aging in set time intervals (ex: less than 15 days old, 15-30 days, 30-60, etc.). The ability to create a report of modify an existing report would help achieve this goal. The Incidents Over Time report below has the ability to display columns…
We are concerned that requesters that use the chat feature may get ignored. Our tech team is taking turns to make themselves available for chat but we'd like to have some kind of visibility to see who is currently available in real time as it's easy to forget to change the pill bar to make yourself available or not.
It would be nice to allow for sorting by multiple columns. For instance, if I wanted to sort first by "Assigned to" then by "Created at", I could easily see all assigned tickets sorted by how new/old they are. Many possibilities here, but it seems like this should be fairly simple to add.
My Top Software Count shows 187 SolarWinds Agents, because all installs are the same version number, but I am only seeing 118 Google Chrome Installs (All of the same version #, and the others are older versions). Same is true for Microsoft Edge (106 installs shown), and Microsoft Teams (which is installed on every computer…
in the group assignment, when we choose "IT," only the people who are supposed to be assigned to IT should appear in the "Assigned To"
In the change form, there is a tab that displays the current status of the change process. The process details should be presented as follows: If these changes include this feature, it would be highly beneficial and useful to the customer.
Currently the only way to meet a response SLA is a public reply. I would like to request a feature of letting admins turn on "count internal notes or private comments as first response" for SLA. We get a lot of alerts and automated tickets and there's no point in posting a public reply. Thanks!
Currently, the 'Create New Ticket' option in Teams only has title and description. Our actual incident submission form has a few more fields to help us verify the priority of the incident, using urgency and impact. It would be nice to be able to customize the incident intake form for the Teams app to mirror our workflows…
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