The most recent content from our members.
Introduce the ability in SolarWinds Service Desk to dynamically enforce field requirements based on the current state or phase of a ticket (e.g., New, In Progress, Resolved, Closed). This would allow administrators to configure specific fields as mandatory only at relevant stages of the workflow. For example, in Problem…
TLDR: Allow support technician/incident assignee (Service Agent role) to redirect pending Approvals to any end user (Requester role). SWSD needs some options to enable less restrictive Approver options. There are some instances where it is appropriate for the incident assignee to be able to manually select who the Approver…
Couldn't change the approver assignee via API. It's returning Error 401. Approver can be changed by an admin in the web platform so I think it would be ok to allow this via API too?
Over the years, we have had many issues with the email features in Samanage ITSM and the many Cyber security tools out there that click on links that are meant for the end-user. Typically if the email from Samanage ITSM tool includes HTML with links, our email protection systems will click those links and thus it looks…
Hi, We have created an Onboarding Staff Request workflow, with some tasks assigned to different groups of people after it has been approved. e.g. The Finance group gets a task to create the user in our employee system. However when I log in as the finance user, I cannot see this task anywhere on the portal. Is this not an…
AD has a field where you can specify a users manager. The ability to dynamically get this information at ticket creation time for use in approval process would be very useful. Edit: This could also be useful to link with Example user requests access to a network resource. The users manager could be sent an approve/deny for…
With the new migration to ESM, there are now multiple service providers you can create. I'm submitting this feature request to allow for admins and service task agents to be able to move/merge/migrate tickets/change requests/workflows from one service provider to another based off need. 1. May a requestor submitted a…
We have multiple service catalogue items used at our company that require manager/supervisor approval before they can be processed and thus have an approval request sent to the incident requester's manager as part of the catalog items' process. The problem is that sometimes these approval requests sometimes get buried in…
We have certain change catalog items where I'd like to add a checklist. The Change Assignee would have to check off each item as they complete it to ensure some quality control. I don't want the change to be closed until everything is checked as complete, but since the change is assigned to the same user, they do not need…
We'd like the ability to have one end user begin filling out a form from the Service Catalog and transfer the "started" form to another end user to complete the remaining fields. E.g. We have an employee onboarding form that we'd like HR to fill out some of the fields for and the new employees supervisor to fill out the…
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