We want to be able to get approvals based from a manager of a custom field (User field). For example, we have a custom field type User called "Software Requested for", for the Requester to specify who needs new software. But the approval can only go to the "Incident Requester's Manager", not the manager of the person the…
Currently automation rules only allow for the creation of new Incidents or Changes, but do not allow for New Tasks to be created on the Incident. The ability to add Tasks to existing Incidents help to integrate departments who may utilize Service Task Users to collaborate on processes that may be related to the existing…
To better identify a true incident versus a service request I would like to request the ability to create tickets starting with INC00000 for incidents and REQ000000 for requests. This would allow for quicker identification of incidents vs requests.
In SolarWinds Web Help Desk the Ticket Searching is robust allowing very granular queries Example: Searching for Incidents that haven't received a Tech Note update in the Past 2 business days. * Selecting the Date variables provides numerous filtering criteria and you can select numerous filtering Options * To specify the…
I would like to request a feature enhancement for the SolarWinds Service Desk. Currently, asset information attached to an incident, such as IP addresses, requires technicians to click on the attached object to view its details. This process opens the Service Desk interface and requires the user to authenticate, which can…
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I would like to have a inventory option for consumable products so we can keep track and know when to order new items.
I am glad to see the addition of custom Asset states, but a key part of asset functions is retirement of the asset. And in the case of servers and computers, removal of their software from the software asset inventory. I would like to see a checkbox added to each asset state (similar to the SLA checkboxes in Incident…
When adding a new incident and then under the description box it would be nice if the Insert/edit Link would allow the admin to change the default to open in a new Window.
At the moment there is only one assigned to field in the incident console. This allows you to assign tickets to either an individual or a support group. Is there anyway we can add a "Group Assigned to" field as well as the "Individual Assigned to" field so we can easily see & run reports against both individuals and…
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