The most recent content from our members.
I would like to see the option below separated. One switch for resolved, and one switch for closed. Closed should be the absolute end of the life of an incident, whereas users should be able to respond to a resolved ticket if its not actually resolved, and then it should be reopened for additional work. It would be nice to…
While I already know how to Export a table of Incidents as a CSV, I want to be able to include Comments with them. My reason for doing so is because I want to analyze the documented steps of diagnosis and troubleshooting done on our tickets, and so much of that info is (for better or worse) only extensively covered in our…
I would like to be able to automate attaching a solution to an incident based on key words.
Currently, while there is an option to add custom incident states, such as "Canceled," there's no way to define it to function like the Closed state. The main reason for this request is that the Canceled state still appears in the "Active" section of the My Requests widget in the user portal. We request the ability to…
The Default Text and Help Text on Custom fields is really helpful in assisting End Users to input correct detail first time. Similar on the Subject and Description Boxes would be useful as well in capturing good information on the first submission otherwise End User just write "Issue" or "Problem" which has little context.
We have created several of our own incident views and want to name them what the default ones are. We can't delete or edit the default views. It really stinks and we mess this up everyday when having our standup meeting.
Transferring attachments during a SolarWinds Service Desk (SWSD) incident-to-Jira integration is a common requirement to provide complete context for escalated issues.
When a Service Desk Agent is creating a new ticket for a Requester from the Service Desk Agent's platform view, the default form should not populate the Requester field with the Service Desk Agent's name. Can the default be set to "Not Set" instead?
If we have a saved filter for Incidents, it automatically shows new tickets created under that filter. However this is only applicable for NEW incidents. Incidents that are re-assigned is not prompting automatically. Still need to refresh the page to load the new incidents. Can we have this automatic prompt of…
When i merge a ticket it should take all of the details from the parent ticket. site, department, category, subcategory, assignee, impact/priority at this time it only auto closes and leaves everything blank then as an admin I must track it down and correct it due to our metrics and reports.
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