When responding to a incident it would be nice to be able to send a canned response. There should be a spot for each agent to be able to set their own canned responses and even share them. When going into the incident and going into the comment box you would be able to open your canned responses by typing "/c, and that…
SolarWinds service desk mobile app cannot be customized as per our need. It comes with default layout and lacks any settings which allows a user to change the layout as per their need. It should at least allow us to customize the home page with different icons for incident, requests, changes, etc. It should also allow a…
We are looking to have a generic account for our triage queue that each of our Service Agents can impersonate as while working the triage queue. When one of the Service Agents is assigned to triaging they often need to ask clarification questions or gather more details but doing so gives the end user who submitted the…
The new Response Templates are great, but as of right now it appears they can only be used as a note. They cannot be used in the Resolution of an incident / ticket. Allowing these in the Resolution field would be a great addition.
The 'Chat w/ Expert' functionality is currently limited to only Administrators within Service Desk. It would be benificial to expand this and let me choose who has the ability to reach out to Service Desk support.
It would be nice to be able to have processes that do things based on the input of a date field. Today I was trying to setup one as simple as "If <date field> is not empty", since it is not a required field in this form, and I couldn't even do that. Other options could be if date is before a specific date, or after a…
Solarwinds is able to poll Palo Alto nodes via the REST API, this provides the ability to monitor and alert on IP-SEC tunnels. Setting a API key lifetime is a Palo security best practise. Unfortunately it transpires that once the API key lifetime expires, Solarwinds will not request a renewal. It caches the initial key…
Hello, we created a database field "approver" for incidents, so that hardware can be approved before it is ordered. Now we want to create an automation rule, that sends reminding notifications when the approver forgot to answer the approval. But the fields are not displayed in the notification mask: It would be great if…
There is not proactive way to be notified of a dissatisfied CSAT being logged. There is the dashboard widget and filters, but that then means having to actively look out for these. Often by the time that this is noticed the moment has passed and maybe not worth while for the ITSM to contact the requester 2 weeks later. So…
For SSO integration with M365....need to fully support sync user objects based upon unique Entra (Azure) ID, Currently while this configuration option is available Solarwinds has no supporting documents or tests that ensure it would work seamlessly like the other known options (such as UPN and email address). Please refer…
It looks like you're new here. Sign in or register to get started.