The most recent content from our members.
We'd like to track first call resolution for our agents; is there any good way to do this within SolarWinds? I'd even be OK with running a report that shows me how many tickets were resolved within X business hours of submission, with some kind of modifier to exclude tickets that were re-assigned to another Agent. Not sure…
In SWSD reports, when I stack results by "origin" the categories are: email, web, scheduled, and portal. What is the difference between web and portal as an incident origin?
My organization is looking for ways to report more easily on the volume of requests that we're getting as standard incidents compared to the number of requests we're getting through catalog item forms. Because both of these requests are created as standard incidents and incidents created by catalog items aren't attached to…
Orion Alerting & SolarWinds Service Desk (SWSD) Integration. Making I.T, & Now ITSM Look Easy! The value of an Integrated platform. Organizations of all sizes have complex IT environments which makes managing IT challenging. With the latest release of the Orion Platform 2019.4 and products, we are continuing to build on…
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