The most recent content from our members.
While employees use Teams and Slack, staff who are not on-call, business product owners and other stakeholders mostly use WhatsApp. I am talking about AU/NZ and SEA. This is a growing region for SolarWinds ITSM where the ITSM presence is very low. I understand that WhatsApp may not be big in the USA, where SAmanage has…
December 7 started as a typical, but busy, pre-holiday weekday. This included a mix of booming online retail sales ($33.9 billion spent during cyber week), packages flooding delivery services, and high online traffic. But much of that quickly came to a crawl. An outage of the AWS us-east-1 cloud region changed the good…
When you hear the term service desk, what generally comes to mind? Perhaps it’s to get a password reset, maybe ordering a new laptop, your run-of-the-mill asks for IT. Have you ever considered how the service desk could become a more central resource to the business, providing more than services for IT alone?…
When it comes to IT security, it can feel overwhelming. What needs securing and at what level? How do you prioritize? But when considering risk, this is very different conversation. Changing the conversation from security to risk helps shape an informed and balanced approach. Tim Brown discusses how to apply a risk-based…
We've been running into an issue where a merged incident is being reopened after a user replies to the original email notification. This causes the previously merged incident to start its SLA timer again, it doesn't show up in technician created SWSD views, and its unable to be merged into the same ticket again. When…
If an Incident is in the "Closed" state, I would like for Administrators to be the only ones to be able to change the state from "Closed". Currently, Service Agent User's are also able to do so.
We have requested the SolarWinds Alert Integration application from ServiceNow store store.servicenow.com/sn_appstore_store.do , but it’s not reflecting on our instance
Looking to somehow identify what software/systems are Tier 0, Tier 1, Tier 2, etc... This way when we see an alert come in for (X System) we can identify it quickly and start a major incident process and know who the contacts are without having to dig in contracts and/or whatever is in our SharePoint. Any leads or ideas on…
By default, the SolarWinds / Servicenow integration used the "State" field in "State Management" section of the alert configuration screen. Our Servicenow instance uses the "Incident State" field and so do many other customers. I would like the ability to toggle between these two state fields in the "State Management"…
Hey All, I am trying to put together clear and actionable Incident Response plan together and I am having a difficult time visualizing a flow chart of responses for different scenarios and management wants pictures. Network Events Hardware Events Security Events O365 Events Basic and complex would be great. Any help and…
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