The most recent content from our members.
We had a great ask in the chat during our ITSM Customer Session at SolarWinds day, sparking the question: What are some learnings or best practices in terms of service catalog structure or knowledge base standardization that different teams have implemented in their own organizations? Some thoughts from the session:…
We are wanting to know who has viewed certain solutions. I can't find a report that does that and the Audit log only shows what changes we made to the Solution. Has anyone found a way to get this data? It would also be great to know how they found that solution.
Hi, I have been tasked with creating dashboards for myself and my colleagues to use. Some of these dashboards are at a "individual level" so I want to be filtering based on one person specifically. This is fine when creating dashboards for myself, as I can just set myself as the user in the filters. However the problem is…
Hello, I'm curious if Service Desk has a Sandbox environment I can use for testing. Does anyone know?
Our server alerts send an email to support@****.samanage.com, creating a ticket each time. The problem is that once there is an issue with a server, it tries every hour to run the job. This leads to a ticket being opened every hour until the issue is resolved on the server. Is there a way to have subsequent alerts…
Be able to create an on-call calendar in Solarwinds Service Desk and send alerts to the respective on-call person each week as a reminder. This will help any on call IT teams be able to keep everything in one place and receive reminders about who is on call.
Hello team, I am new to ServiceDesk and need your help in setting up SLA's for my org. Hours of Operation: is 24/7 for critical systems/issues, business hours for non-critical support. * Critical Systems / issues will be escalated to on call after normal business hours * Normal business hours are Monday-Friday, 9am – 6pm…
Hi all , We recently transitioned to the SolarWinds Service Desk system, and I am facing an issue with isolating tickets between groups or departments. Currently, tickets either appear to everyone or are hidden from everyone. I have modified the roles, but the issue persists. Are there any suggestions or corrections I can…
I'm looking to extend @afroon 's topic from a couple years ago: Email Commands to update ticket status / assignee etc Is there any other way to manipulate a ticket's details via email or write automation rules that are more dynamic? Over a decade ago now (man, I'm getting old...) I used another product where you could do…
What we would like to see is an automation or Runbook where we can have a termination or departure ticket generated which helps us by having a checklist of common activities which we do not always have to go back to a word document for. We have this similarly documented in MS Word, but its inefficient. A ticket generated…
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