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Hello, I work in an IT service desk, and when our users submit tickets, it’s not uncommon for the issue to be resolved by replacing hardware (headset, PC, mouse, keyboard, monitor, etc.). In these specific cases, I would like to create a "hardware return" ticket that would be automatically linked to the incident ticket. I…
We have a desired use case for a Service Catalog item that would be rather complex that I'm hoping someone can say "yes, that is possible, and this is how" or "SWSD wasn't built for this and there's no way to accomplish this". Basically, we are converting a form from our Intranet to SWSD but the intranet allows multiple…
I am in the process of automating my company's onboarding and offboarding Service Catalog items. My main goal is to eliminate the need for me to watch over large amounts of tickets to see if the Service Catalog's tasks can be continued or not. Instead, I would like the tickets to be assigned to me when they can be worked,…
Hi, We have a Service Task user who needs to submit the Employee Onboarding Request form. This requires an upload of an agreement file as part of the inputs. When she tries to upload a document, she receives: Can you please help with how to get this user permissions to upload a document to this request? Thank you!
Hi, I'm a new SWSD customer and was hoping to get some insight to how others have dealt the limitations of using Google SSO for provisioning users. Since the only available attribute for newly created Google SSO accounts is email address, we're looking for a way to at least get first/last name associated with their…
Is there a way to resend the activation email for users (created manually or via import) in bulk instead of one by one? The Actions menu, which allows multiple users to be selected, does not contain the option to send the activation email. It only appears under the actions column for each individual user.
How can I create an KB only my internal IT department? Currently there is not KB for end users or IT.
We've been running into an issue where a merged incident is being reopened after a user replies to the original email notification. This causes the previously merged incident to start its SLA timer again, it doesn't show up in technician created SWSD views, and its unable to be merged into the same ticket again. When…
Is it possible for requesters to have permissions to view another requesters ticket. Right now, they can only view the emails for communication. It would be nice if there is a way to have a requester place ticket and then allow another requester to view their ticket to view the entirety of the ticket information. Is this…
Trying to add the Change Calendar link in Microsoft Outlook and getting the following error: Attempted via old Outlook, new Outlook, Outlook Online...
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