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I have encountered a use case where we will be using SolarWinds to facilitate user registration for our platform. For a certain type of high-value user, an internal team member will submit a solarwinds service desk ticket with all the information needed to register the user. I'd like to register a webhook so that when a…
We're back with your quarterly look at all things SolarWinds Service Desk. Join us on Wednesday, June 11, for a live session where our product team will walk through the latest updates. This will include a closer look at ESM with a 3-minute service provider setup and Dropbox mailbox, plus new functionality like approval…
Hello, We have a big issue with SLA in SW, they are not working as intended and cannot be used in the way we want, let me explain that : Our SLA are set like this : ([Incident] - [Low] - to resolved) within 50 hours.([Incident] - [medium] - to resolved) within 16 hours.([Incident] - [high] - to resolved) within 6…
Hello team, I am new to ServiceDesk and need your help in setting up SLA's for my org. Hours of Operation: is 24/7 for critical systems/issues, business hours for non-critical support. * Critical Systems / issues will be escalated to on call after normal business hours * Normal business hours are Monday-Friday, 9am – 6pm…
On it's face, it's simple enough, right? Use roles/permissions to hide the categories you don't want your end users seeing during incident submission. But, if you do that, then they also don't have the ability to use the service catalog items which were designed around those categories. Example: We have a category for…
Good morning, I apologize ahead of time if this is a configuration I'm overlooking. In our SW instance, it's been brought to my attention that the "My Tickets" widget on our portal homepage redirects to a different link than the "My Tickets" link on the sidebar. Has anyone experienced this before? Is there a way for me to…
After experimenting with the Service Desk app for Teams, I've been unable to get the app to prompt me for a sub-category, which it reports is needed in order to create a new ticket. My workaround was to create an "undefined" category with no sub-categories... I have no issue with the Virtual Agent, which prompts me for…
We are testing out the Teams app to create and update tickets. One thing we would like to know is when a comment is added by a tech if a notification can be sent back to the Teams app for that user. They don't seem to get any notification any action was taken on their ticket in the app.
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…
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