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is there a way to assign the ticket to the person that acknowledges the event?
Hello, We are trying to integrate ServiceNow with our SolarWinds Orion Platform 2023.2.1. We have successfully followed all SolarWinds documentation, as in we have created the SN user, gave them the correct role (x_sow_intapp.integration_user), and confirmed the connection successfully in SW. When trying to add the Trigger…
Hi Thwack Community, Has any one managed to route HelpDesk tickets into Slack? We have routed SolarWinds alerts into a slack channel via a "incoming webhook" which works beautifully. If there is anyone that may have even the slightest bit of direction on this issue, we would greatly appreciate it. Thank you!!! THWAK…
So we have a ticketing system, SysAid, that we use to create incident tickets. Currently we are manualy copy/paste the information in. Is there any way to export the data automatically into the ticket? Preferably, this would be manually triggered by the user and not automatically triggered whenever an event or alert popped…
We are trying to find a way to stop the tickets from auto escalating passed the appropriate Tech level. We use Auto Assign for Level 1 and Level 2 techs. And Level 3 is our Managers which don't handle day to day tickets. When we tried using the work schedules since we have no staff after 5pm the ticket was auto escalated…
I’m working on a new deployment of WHD and I’m trying to find the “best practice” for how to correctly route tickets. The org has multiple locations with multiple layers of staff (technicians, helpdesk, networking et. al). We are not going to be assigning directly to a Tech by hand. But all ticket will be assigned to a…
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