Automations in SWSD

FormerMember

Hello,

Each time an outside vendor, "visits" our server room, it needs to be tracked, which we do by creating an Service Desk incident. We also assign a tag called "Visitor" to the incident.

Every 6 months we have a scheduled task that creates an "audit" incident where we manually list the incident # for each visit during that tracking period.

Is there a way in SWSD that when the scheduled task is triggered, an automation could run and collect all the incidents with the tag "Visitor" and add this information automatically to the "audit" incident for that tracking period?

Thanks

Grant

MitchKiah

Hello! Something similar was a feature they had listed in their "What We're Working On" section. It was supposed to be a scheduled CSV export, in the same way that you can schedule PDF reports from the Analytics section today. 

The idea was that you could create a filtered view, in your case a filter searching for incidents with the tag "Visitor", and then schedule an export of that filtered view.

Looking at their updated WWWO, it's been removed. I've created a new feature request here:

https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/i/feature-requests/allow-scheduling-exports-for-objects-incidents-audits-assets-etc

For the added piece on your request, where you want this linked to a central audit ticket to review, I think your best bet is to use the SWSD API instead. Rather than having your current scheduled task create the Audit incident, you could...

1. Use the API to pull every Visitor tagged incident
   1. You can also limit this to incidents created within a specific time period.
2. Check that the incident isn't already associated to an Audit incident
3. Generate a new audit incident and auto attach all of the Visitor incidents.
   1. You can also use the API to add Tasks to the incident
   2. If you want to build out additional process, you could use the API to fill out a Service Catalog item instead of just generating a normal incident.