The most recent content from our members.
We had a great ask in the chat during our ITSM Customer Session at SolarWinds day, sparking the question: What are some learnings or best practices in terms of service catalog structure or knowledge base standardization that different teams have implemented in their own organizations? Some thoughts from the session:…
Sometimes there is a need to get a list of users from the requester to fulfil a request. For example, if someone wants a new Distribution List, you would want them to include a list of users to be in the new list. Or if someone is switching roles, you may want to know who is now reporting to this person. The only way to do…
It would be great if there was an ability to upload a form with variables in it, then when a Service Catalog item is used replace those variables with entries from the Service Request, and then be able to export the form (with the values entered, replacing the variables) to a word document or PDF. For example, our finance…
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.
We just got a bunch of alerts from our network equipment because there was a power outage and each device (switch, AP, etc.) triggered an alert. Each of these alerts caused a new ticket to be generated. Now that the power is back on I have to go through a dozen or so ticket and categorize them, assign them, and close them…
When an agent hits the + button to create a new ticket, it always creates an incident. It would be nice if the agent had an option between Incident and Service Request when pressing this button. Tickets come in from phone or walk-ins, which agents have to enter. These tickets are not always incidents, and creating a new…
At present, the system only recognizes the custom fields that can be included in the Service Request title. However, many customers prefer to have only the default requester field added to the title, in order to avoid having to create a custom field solely for the purpose of adding the requester's name to the Service…
In the ever-changing ITSM landscape, we are finding it harder and harder to collect the correct information up front or even throughout the incident lifecycle. SolarWinds Service Desk has the flexibility needed to support your constantly evolving needs. Be it new hardware requests, server issues, or network outages,…
I believe this might be in development, but the ability to have different naming conventions for tickets. Often, IT Agents do not know if a ticket is an Incident or Service Request if they are not looking at the list view and relying on email to tell them about new tickets. Since we prioritize Incidents over Service…
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