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Service Request ticket has process that it will create a change ticket based on change catalog. already created API but no success.
ESM, Service desk, creating custom field that "looks up" data in a SW Group? I have a group called Dept Managers and in that group I've added only those that are managers. I want to create a custom field that will look up or display the users in this list to pick from. I then want to add this custom field to the catalog…
Hello, I am sending a POST to the API incident with the following JSON curl --location 'https://api.samanage.com/incidents' \ --header 'X-Samanage-Authorization: Bearer API_TOKEN' \ --header 'Accept: application/json' \ --header 'Content-Type: application/json' \ --data-raw '{ "name": "[TEST] DNU - Ticket for testing…
New to Service Desk so forgive me if this is really obvious. Does Service Desk integrate with either Active Directory or Entra ID so that I can have it query those sources when filling out a form? Here is a simple example. ServiceDesk request to change the manager of an employee. During the ticket creation it would allow…
Hi, New to the Solarwinds ticketing system, but we are trying to build a process in one of our services that relies on some information from third party vendors. As part of this process, we would like the requestor to fill out a field such as "Email Address" and be able to use that custom field for "Email Address" when a…
We are noticing recently that service requests (we call them Forms internally) that are submitted by our users are being auto-resolved on submission, which then hides them from our queue as they are not pending assignment or new. These aren't complicated workflows either, our most common one is just for submitting a…
Hi Community, Is there anyone here who could give me some help with installing the Help/Servicedesk part in Solarwinds?
Hello! We seem to have a Service Catalog and Automation Rule that conflict and looking for advice on how to fix it for proper ticket routing. The form defaults to being assigned to our default group "IT-Service Desk" and the first step of the process is to set the State of the ticket to "Awaiting Input" for requestor's…
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…
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