Company Field A field for "Company" against users and assets etc. We are a group business and 4 separate legal entities within the group so defining who and what belongs to which business is important. The site field works for geographical sites but some of our businesses within the group have a different number of sites.…
Asset ID For Mobile Devices Currently only Computers and Other Assets have an Asset ID field, would be great to have this field on the Mobile Devices section as well and for the system to autogenerate the Asset IDs and use the same format as computers and other assets and the next logical number.
Ability to set Favorite Incident Views to remain at the top of the View options. Currently views are organized alphabetically, with Recent Views brought to the top. Being able to indicate Favorite Views that remain at the top will make it easier to switch between customized layouts.
Currently, an agent can reopen a closed incident, whenever it was closed. This is not a good practice. The Resolved state is a mean to be able to reopen an incident for x days after the service was restored. This means "we (the service desk and the user) agree that the issue may be resolved". This leaves the time to have…
I would like to see the option below separated. One switch for resolved, and one switch for closed. Closed should be the absolute end of the life of an incident, whereas users should be able to respond to a resolved ticket if its not actually resolved, and then it should be reopened for additional work. It would be nice to…
Only "Resolved" can be selected as an automated state. There is no option to additionally select a Custom Resolution Code. Please add these as sub-options under the "Resolved" state in the Automation Rules.
Is there way to turn on/off the user details that appear under the incident name? We can see their Dept and Site, but this confuses some technicians making site visit. I know these can be changed manually. Is there a Global setting or Service Desk setting where we can dictate which user profile information to show.
I would like to be able to import a Word Document or PDF to Solarwinds Service Desk Solutions and create a Solution. Article from the uploaded document. RIght now, doing a copy/paste from Word or a PDF breaks formatting, numbered/unnumbered lists, screenshots, etc. ...
When getting a notification of being mentioned in an incident, it's annoying that the email doesn't include the comment in question and you have to click through in to Service Desk to see it. Not always ideal if checking email on mobile etc. It would be good if there was an email variable we could add to this notification…
customizable priority mapping between Solarwinds SAAS alert severity and SWSD incident priority.
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