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I know this will likely be met with a ton of resistance, but here me out. Overview: As IT teams increasingly rely on integrated tools to handle incident management and remote support, I propose a native integration between SolarWinds Service Desk (SWSD) and Splashtop. This would allow service agents to initiate secure,…
Currently, incidents can only be deleted from the ticket queue/list view. There is no option to delete an incident while viewing the incident record itself. This creates unnecessary friction in normal administrative workflows. In many cases, an incident is opened, reviewed, and determined to be: Created in error A…
Ability to set Favorite Incident Views to remain at the top of the View options. Currently views are organized alphabetically, with Recent Views brought to the top. Being able to indicate Favorite Views that remain at the top will make it easier to switch between customized layouts.
Transferring attachments during a SolarWinds Service Desk (SWSD) incident-to-Jira integration is a common requirement to provide complete context for escalated issues.
Private Comments should count as a Comment for SLA purposes, Not Commented in X Days shouldn't be triggered when Private Comment has been created on SolarWinds Service Desk Incidents/Tickets.
Based upon Apple Developers configuration framework: https://developer.apple.com/library/archive/samplecode/sc2279/Introduction/Intro.html Can basic settings of Require SSO and propagate the organization's account name in the settings payload. Example: <?xml version="1.0" encoding="UTF-8"?> <!DOCTYPE plist PUBLIC…
Efficient way to manage the resolution SLA for VIP users. We have a couple of VIP USER groups of about 40 VIPs, but it appears that we cannot select a group from the requester field and allow the members of that group to be used to define a VIP vs. a non-VIP. Current option is to set 40 different SLA rules to manage each…
Satisfaction Survey will be sent multiple times if the requestor did not yet fill out the satisfaction survey form
Customer having the below concern: "I am trying to create an automation rule that is to send a notification to an assignee and their respective manager. I do not see an option to keep the assignee manager as a receiver, please assist. There is no option to keep an assignees manager to receive the notification. Is there a…
Change running number to use prefixes SR (Service Request) and CR (Change Request). Running number need to have date if possible. So that we can differentiate the CR & SR after opening the ticket
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