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Any way to make the Keyword Condition only apply to a certain field? I'm trying to make an Automation rule that activates based on a keyword, but only if that keyword is in the Title, or if only a specific field is updated to that keyword.
Good morning. This may be an edge case, but I can't imagine we're alone in this situation with all the data breaches out there. My security team is asking questions, and I confess I'm not 100% sure on how to answer them. Use Case: A developer (agent) was working a ticket to resolve an issue with our Customer Billing…
Did something change recently with the default font size for comments on incidents? My team and I are noticing that seemingly out of the blue the default is now 16px instead of 14px and I cant find a setting to switch it back.
I have noticed that if I make a change to an existing service catalog item the change is reflected in all open, resolved, closed tickets as well. I have a form that I created that I am asking for Client Name and Email. Originally I created 2 custom fields for this "Client Name" & "Client Email" I've sense decided to…
auto assign to incidents based on keywords to email a solution
I'm not sure where to report defects, however when a ticket is submitted with an embedded image, and then that ticket is forwarded to another provider; the ticket that's created in the new provider has the embedded images broken.
Hi all , We recently transitioned to the SolarWinds Service Desk system, and I am facing an issue with isolating tickets between groups or departments. Currently, tickets either appear to everyone or are hidden from everyone. I have modified the roles, but the issue persists. Are there any suggestions or corrections I can…
My requesters and service task users whose settings and permissions, as far as I can tell, should allow for them to CC other users when submitting a ticket. They are not able to CC anyone except themselves. I have been looking through previous forum posts and didn't see a clear answer on what I am missing here. I am…
Is there any easy way to change the department field for multiple nodes at the same time?
I'm new to using Service Desk APIs and have managed to get my authentication working and can successfully call getIncidents. However, when trying to call the createIncident API with a simple JSON object: { "incident": { "name":"Incident Name", "description":"description", "assignee": { "email":"john.doe@email.com" },…
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