We are excited to announce the ability to attach files and solutions directly to a chat. This means you can now find and attach solutions within a few clicks. These will not only appear as a hyperlink in the requester’s chat window, but will also show up automatically in the incident generated from that chat.
Let’s take a look at how this works!
Attaching Files and Solutions by Agents
You’ll see that we added a new paperclip button to chat next to the Create Incident button.
When you click the “Choose from Computer” button, you will be presented with a file navigator so you can locate the file you want to attach (25 mb maximum). Once you select the relevant file, it will present the requester with a hyperlink preview of the file’s title. When the requester clicks on the link, it will present the file directly in their browser. Any attachments sent in chat will also be attached to the incident when created.
When you click the “Existing Solution” button, you are presented with a solution navigator window that allows you to search for the perfect solution for the issue. As you search for solutions, we will only present the solutions that the requester has permissions to see. This way, you do not need to worry about sharing any solutions they are not allowed to view.
Once you attach the solution, the requester is shown a preview of the solution which is also a link that takes them to the full solution in the portal. When you are ready to create an incident, we will automatically attach the solution to the incident for historical reporting.
Attaching Files and Screenshots by Requesters
We all have requesters that need to attach a file or a screenshot to help the agent understand their request or issue. Up until now, there was no way to share this live with the agent. Now, the requester is able to click on the new paperclip icon and attach any file or solution (25 mb maximum) to help the agent. The attachment will also come over to the new incident created so the agent can reference it as they continue to work on the requester’s request or issue.
Additional chat enhancements that are also being released today:
As we continue to improve SolarWinds Service Desk, we appreciate your feedback. Let us know what you think about these enhancements!
Your SolarWinds Team
