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Can an additional email be configured in the Solarwinds system so the updates

We currently use SSO. Can an additional email be configured in the SolarWinds system so the updates (ticket assignments/comments) can go to an external email as well?

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jeremymayfield

Yes, it is possible to have ticket updates (such as assignments, comments, status changes, etc.) sent to an additional external email address in SolarWinds Service Desk (SWSD), even when using SSO for user login.

SSO handles authentication into the SWSD portal, but email notifications are a separate feature and are sent independently to any valid email address configured to receive them.

CC an External Email on Individual Tickets When updating a ticket (e.g., adding a comment, reassigning, or changing status), you can add the external email address in the CC field of the update/comment action. SWSD will send the notification (including the update/comment) to that address for that specific action. This is the most straightforward way for ad-hoc or specific tickets and works without any global configuration changes.

Add the External Email as a CC Recipient for Notifications In many notification templates (under Setup > Service Desk > Notifications), you can configure who receives emails for events like:
- Incident/Request commented
- Assignment changes
- Status updates Options typically include Assignee, Requester, Group, and often CC or additional recipients. Some global or template settings allow adding fixed recipients (e.g., a shared/distribution list email) that receive copies for certain events.

User Profile / Requester Settings If the external email belongs to a user/requester in SWSD (or can be associated), some systems allow a primary work email (tied to SSO) and a secondary/additional email for notifications. However, in SWSD, notifications primarily use the registered email, but you can often override or add CCs per ticket or via custom templates.

Custom Notification Templates (Advanced) SWSD supports customizable email templates and notifications (Setup > Service Desk > Notifications or Global Settings > Email sections). Admins can create or edit templates to include additional recipients (e.g., always CC an external email for specific workflows or all ticket updates). Enterprise/Service Management editions offer more flexibility for custom notifications.