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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…
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…
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