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Hello. One of my departments that is currently using Service Desk to manage their tickets needs to attach files to their comments. These files include, but not limited to PDF and Word Doc. From my understanding the only supported file type at this time it images. Would really appreciate the opportunity to utilize the drag…
While I already know how to Export a table of Incidents as a CSV, I want to be able to include Comments with them. My reason for doing so is because I want to analyze the documented steps of diagnosis and troubleshooting done on our tickets, and so much of that info is (for better or worse) only extensively covered in our…
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.
Add another option to the Update Record drop down to add a comment to the ticket with a defined/'canned' text. Ideally you would also be able to use system and service request variables in the canned comment language.
I am using Power Automate to create users from SolarWinds Service Desk tickets. In my flow I have it looking to see if there is a task to create the user, and if the task exists and is not complete it creates the user and does some other things. At the end of this whole flow, I have a step to add a comment that the user…
I've been back and forth with Support about this so it's time to ask here. When we first setup our SWSD instance, over 2 years ago, we asked our representative how to set it up so that Resolved tickets would re-open when a user comments on the ticket, but Closed tickets DO NOT re-open under these same circumstances. They…
It would be nice to be able to comment on an incident when viewing an incident in a preview. This would allow an agent to comment on an incident without opening the incident fully.
I would like the strikethrough option in my comment text so that I can cross things off checklists, eliminate research options, and strikethrough things that I have tried that haven't worked.
I'm not sure where is the best place to report a bug (maybe that should be a separate area, like there is for feature requests) but I think this is the best place. When I put a comment into a ticket, the new feature remembers that comment so that when I leave the ticket and come back my partially written comment doesn't…
Hi Guys, Currently if a Ticket Notification is replied to back to the SWSD the the E-Mail header containing the From / To / CC / Sent / Subject context is added to the Note, can this be supressed and just the fact that an update was via E-Mail rather than via Portal has occurred in Audit History? Thanks
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