The most recent content from our members.
When i merge a ticket it should take all of the details from the parent ticket. site, department, category, subcategory, assignee, impact/priority at this time it only auto closes and leaves everything blank then as an admin I must track it down and correct it due to our metrics and reports.
Field Dependencies that use "Category/Subcategory" as their controlling field do not work on Service Catalog forms. The Dependent field dropdown simply reads "No Results." Using any other controlling field on the form, it works as expected, but the hardcoded "Category/Subcategory" up top are not fields the user can…
When creating a new service catalog item you are able to add a process called update record. I would be great to be able to select category and subcategory in here. This way depending on the selection made in the form you are able to select the correct category. This way i can use one service catalog item for more…
For users who are migrating from one tool to the SolarWinds tool, chances are they already have existing categories and subcategories. Manually creating categories and subcategories one by one is a tedious job and is prone to errors. Solarwinds should allow importing a categories/subcategories list to allow easy migration…
We have a specific set of Statuses that are only applicable when an incident is set to a certain Category/Subcategory. We'd like the ability to scope statuses to be visible/usable when the category is set.
Hello, I would like to request to be able to change the category and sub category after an incident/request has been closed. In some cases it can happen that our agents are selecting the wrong categories. This causes that a different SLA is used for such a ticket. We often notice this afterwards when the ticket already has…
It would save a-lot of time if Samange Admins could add subcategories on the fly from within the ticket instead of having to go to settings side of things when realizing you don't have a subcategory that doesn't fit the nature of the ticket. It would also be nice to be able to add categories from the ticket as well.
Some of our users are getting confused on the differences between Service Requests and Tickets (New Ticket). Is there a way to hide certain subcategories from the New Ticket screen, and only have them visible in the Service Catalog? I saw a similar feature request, it looks like it's a thing, however I'm having trouble…
Subcategory reporting can be very valuable to help us understand what work is underway, but we have some categories where we do not have multiple subcategories that make sense. When we report on subcategories, though, all tickets that have a category but no subcategory as "Not set" even though they're technically set,…
There are many pieces of the SolarWinds Service Desk that should have export functions and I haven't seen a logged Feature Request for this feature for Categories and Subcategories. Reviewing how tickets are categorized is important for my company's ITSM initiatives and clumsy screen shots are the only way to look at all…
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