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Sometimes there is a need to get a list of users from the requester to fulfil a request. For example, if someone wants a new Distribution List, you would want them to include a list of users to be in the new list. Or if someone is switching roles, you may want to know who is now reporting to this person. The only way to do…
When you create a Custom Form for Incidents, that form will not appear on Service Requests. The Custom Form seems to only work when a user is filling out a New Ticket and not a Service Request. I have created a new Custom Form for Incidents. I have created a dynamic form rule to show the form without any conditional logic.…
Having the ability to organize custom fields using dividers and creating sections in custom forms would be very useful when we want to group custom fields into their specific group. For example, if I want shipping address related fields together, I can add a horizontal divider between the other fields and the shipping…
In the ever-changing ITSM landscape, we are finding it harder and harder to collect the correct information up front or even throughout the incident lifecycle. SolarWinds Service Desk has the flexibility needed to support your constantly evolving needs. Be it new hardware requests, server issues, or network outages,…
When creating Form Logic for Custom Forms intended for Change tickets, the State is a System Field that is available for Condition Sets. However, custom change states are not selectable. The only selectable options for State are the Incident States. I'd attach screenshots, but the editor is telling me that PNGs are not…
We have a strange issue with our SWSD when users choose an item from the Service Catalog. All the questions only appear on the far right side of the screen, for users. Pictured below: If I look at items from the Service Catalog, they appear as I would expect them to, pictured below: These screenshots were taken on the same…
In the Solutions menu, the description field has several options such as Bold, Italics, Underline, left justify, center text, insert image, Insert Edit media (allows embed code) Custom forms do not have this menu. The description of a custom form appears to only allow unformatted text. How can I create a custom form which…
The field logic within the Service Desk custom forms does not work for other assets, users, computers, etc.. Adding field logic would provide the ability to customize the form options for assets based on asset type. For instance, we could customize the other assets form by adding a field for phones and tablets that have an…
Is there a particular field I can look at when creating dynamic form rules, which can distinguish between a Service Request and an Incident? Right now, I'm using the Category field for detection but that would mean I'd have to modify the rule every time a new category was added.
Currently, Dynamic Forms Rules can be used on ANY Object in SWSD EXCEPT Service Requests; and yet this is I believe where they will add the most value. Imagine a Service Request which is filled in by a Line Manager for any people changes in his team, displaying and enabling fields as they make selections on the form. When…
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