nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Community
- Command Central
- MVP Program
- Monthly Mission
- Blogs
- Groups
- Events
- Media Vault
- SolarWinds Academy
Products
- Observability
- Network Management
- Application Management
- IT Security
- IT Service Management
- System Management
- Database Management
- Goal Oriented AI
Content Exchange
- SolarWinds Platform
- Server & Application Monitor
- Database Performance Analyzer
- Server Configuration Monitor
- Network Performance Monitor
- Network Configuration Manager
- SQL Sentry
- Web Help Desk
Free Tools & Trials
Store

Chat is Out of Labs - With New Roles and Permissions Capabilities (SolarWinds Service Desk)

shelly.eisen

We have now taken our chat out of Labs and it is available to all SolarWinds Service Desk users. The SolarWinds Service Desk chat facilitates real-time communication between agents and end-users. It enables agents to provide service to multiple requesters at once, improves first-touch-resolution and time-to-resolution metrics, and offers an improved user experience to requesters

Enabling Chat
Go to Setup/Service Desk/Service Desk, look for the chat capability and turn it on.

Setting Up Chat Roles and Permissions
We have added permissions and restrictions capabilities to help you control who in the service desk can work chats and who can request service via chat. This way, you can make sure that the right agents process the right chats, and that relevant employees can get service via chat.

To set up roles and permissions go to Setup/Users & Access/Roles and follow these guidelines:

Action	Subject	Scope	Description
Manage	Chat	Restrict by: Department Site	Create new chats from the portal Read/Accept chats based on scope
Create (New Chat)	Chat		Create a new chat from the portal Without this permission, the chat icon will not appear at the portal
Read (Accept Chat)	Chat	Restrict by: Department Site	Participate in the chats you have visibility into Communicate with requesters Without this permission, the chat icon will not appear on the platform side

Examples

Agent Role: An agent that needs to work chats and also open chats on the portal will have the following permissions:

Chat - Create
Chat - Read - All

Chat - Manage - All

Agent Role per Site: An agent that only needs to accept chats from a certain site(s) will have the following permissions:

Chat - Update - Site

3 (1).png

Agent Role: An agent that does not need to work chats but can open a chat from the portal will have the following permissions:

Chat - Create

Requester Role: A requester that needs to be able to start a chat with the service desk will have the following permissions:

Chat - Create

As we continue to improve SolarWinds Service Desk, we appreciate your feedback. Let us know what you think about these enhancements!

Find more posts tagged with

swsd

itsm

service desk

Comments

There are no comments yet

Quick Links

Dynamic Interface Dashboard; HTML/JS
I wanted to share a new dashboard a co-worker ( @mblackburn ) came up with to help us better view groups of interfaces and various metrics for each. Using a single HTML widget, we are able to visually compare numerous different interfaces by populating each interface dataset onto its own graph. We are able to view…
PALO-ALG - Logging
PALO-ALG - Logging.xmlPalo Alto Networks ALG Security Technical Implementation Guide :: Version 2, Release: 3 Benchmark Date: 27 Oct 2022
Alert HTML Content
Alert Cleared.htmlHello, I would like to share the HTML template details we have prepared so that Solarwinds alarms can become more meaningful. It can list alarm object details and connected device details separately in HTML template. Except for object and device details, you can easily add custom property information…
Cisco ASR Devices
Cisco ASR Devices.pollerCisco ASR Devices