The most recent content from our members.
It would be helpful if Service Agents (techs) had an option to override notification setting when making changes to an Incident. In the SolarWinds Web Help Desk, a tech could open a ticket, make multiple changes, then click Save (no email is sent to anyone unless the change was reassignment), or Save and Email. Clients and…
Currently, SolarWinds Service Desk only sends notifications after an SLA breach occurs. However, for proactive service management, receiving alerts before a breach happens is critical. We propose implementing SLA pre-breach notifications based on configurable timeframes (e.g., X minutes before SLA expiration).…
Makes sense to add Teams Chat either as integration setting option and/or as an option for notification settings as opposed to email as the only option- So when approvals or tasks are assigned, a notification can be sent to the assigned user's teams chat via their teams associated email, as a more reliable means for…
Hello community, Today, in the incident module of SWSD, when a task is assigned to a specific person and that person completes the task, a notification is sent to themself. I find it difficult to understand the reason for this notification: if I were in the shoes of the task assignee, why would I need to receive a…
Our organization relies heavily on Teams instead of email internally. It would be awesome if there was a way to send comments to the Requester's Teams instead of their email so visibility is improved for our org and resolution times can be reduced for us. We have all the users provisioned and set up through Azure SSO.
While typing up a response to one of my tickets today, my supervisor responded to the ticket first. I had no knowledge of this when it happened, so I submitted my response a few minutes later, none the wiser. When I see the email notifications about the ticket, I see his response and that it came before mine and now the…
I am looking for a feature that only allows tickets to be created from the portal but allow commenting via email. It seems that it is all or nothing and that is not realistic. We want to make sure we capture all the correct information when users create a ticket by filling out all the fields, but we want the convenience of…
Would be nice to have the option to NOT send an email to the requester when resolving an incident. This would be used when creating a incident that has already been worked but creating it after the fact.
Currently there is only the option to disbale notifications for "Assignee". With the new Group Assignee feature our agents are being spammed with emails due to their group memberships. It would be helpful if we could seperate notification settings for Assignees and Group Assignees like do not send notifications to group if…
With 2000 team members many team members use the @ mention function We use this to call attention to that team member. It was suggested by SolarWinds support to review the Notifications, but then found out we cannot disable the notification template. I suggest that SolarWinds either develops technology that will eliminate…
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