The most recent content from our members.
We have some groups who share ticket views as a requester, the ability to edit roles at the Org level would allow us to create a global view of all tickets for these specific groups, instead of having to go into each separate provider. We could also get more granular with the admin access.
When forwarding a ticket from one Service Provider to another in ESM, using an automation in the receiving Service Provider to auto assign to a queue or agent is currently not supported. Please allow this function so forwarded tickets can be auto assigned without manual intervention.
When forwarding a ticket from one service provider to another across ESM Service Providers, allow the ability to also maintain the user submitted documents and images through the forward to the new service provider. Currently, documents and images do not forward.
We need to be able to allow external email addresses for our HR tenant, but only allow email submissions to out IT Helpdesk from internal addresses. Unfortunately this setting is at the Org level for all tenants:
We're back with your quarterly look at all things SolarWinds Service Desk. Join us on Wednesday, June 11, for a live session where our product team will walk through the latest updates. This will include a closer look at ESM with a 3-minute service provider setup and Dropbox mailbox, plus new functionality like approval…
We just migrated from the ITSM to the ESM platform yesterday morning and the migration went very smoothly. Prior to the migration, we were utilizing AD security groups and rules within OneLogin for provisioning to automatically add users to a correct role. Now with the EMS, that does not seem possible. I do realize that…
Hi guys, My company has just moved from ITSM to ESM and it has all gone okay so far however, I am in a bit of a time-critical state around provisioning. Our provisioning is done through Intune so we just add members to appropriate 365/AD groups and they get the appropriate role in Solarwinds just fine. We are aiming to…
The ability to transfer an existing Service Catalog and its whole workflow to another Servicer Provider in ESM It would be ideal to have the ability to transfer existing service catalog and its workflow to another Service Provider since it would be hard to create the catalog from scratch on another service provider…
Groups being at the Organization level seems to be a legacy feature, and may be fine for some groups (while I can't really think of any.) But more often than not a group is going to be specific to a Service Provider. For example, IT doesn't need to have a group called "Payroll", and Finance doesn't need to have a group…
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