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Techs regularly receive emails that should be tickets, instead of rejecting the email and directing them to the service portal the tech forwards the email in to the auto ticket generating email account however it would be nice if that process would scrape the email and see that it is a forward and set the requester to the…
Edit 2: I'm heading out for a surgery and won't be able to respond for a bit to any new questions or notes. Edit to add: Version 12.8.5 HF2 A client recently pointed this out. After digging through old tickets, it's been happening for a long time. Portal went live in Feb 2019. Has this happened to anyone else? Maybe with a…
From what I have deduced (of course there's no documentation) the following are the "Asset Reservation" tags that can be used in emails sent in regard to reservations: * <first_name> * <last_name> * <login_id> * <login_url> * <helpdesk_contact_info> * <helpdesk_name> * <due_date> * <asset_list> Only those "tags"…
After experimenting with the Service Desk app for Teams, I've been unable to get the app to prompt me for a sub-category, which it reports is needed in order to create a new ticket. My workaround was to create an "undefined" category with no sub-categories... I have no issue with the Virtual Agent, which prompts me for…
Hi, I want to get all the closed tickets sortedby /orderedBy "reportDateUtc"/"createdBy" from solar winds web helpdesk via API ? I tried this but it didn't work params = {"qualifier": "(statustype.statusTypeName = 'Closed')", "orderBy": "reportDateUtc DESC"} Thanks
Does anyone know where I can find the Table and Field, that store ServiceNOW Ticket Number?
When a ticket is scheduled and assigned to a tech automatically add the scheduled ticket information into Outlook as an appointment on both the techs and clients calendar.
Having a calendar feature built into Solarwinds Service Desk seems to me to be a key missing feature. I've used several Help/Service desk applications & this is the first one I've encountered where I am unable to place due dates on tickets or reminders on tickets. We have a fair # of tickets that require follow-ups (e.g.,…
Good day! I'm using Orion integrated with OTRS (CentOS Stream 9) as Ticket System and I have these two questions: 1. I'm trying to create a new widget to run Custom SQL query, but I can only find Custom SWQL, Is it possible to create Custom SQL queries? 2. Using SQL query I can see the tickets with lot of information, is…
Please add the ability to select multiple files to either attach to or delate from a ticket at once.
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