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Hello, We have clients that are in different timezones than most of our support staff. We use service desk for support during work hours, however in some cases if there is a time zone difference we monitor for critical incidents via the mobile app on our off hours. There is no way to set a different ringtone on the phone…
Hi, Does selecting groups as part of the assignee scope automatically include members of the group. i.e. if the scope is set to "Desktop" but the ticket was assigned to Jon Doe (a member of Desktop) would this be included?
This month, our latest release for SolarWinds Service Desk is focused on boosting your team’s efficiency and simplifying your most critical workflows. We're excited to introduce a powerful new integration for endpoint management, enhancements to our generative AI capabilities, and highly-requested updates that make…
Private Comments should count as a Comment for SLA purposes, Not Commented in X Days shouldn't be triggered when Private Comment has been created on SolarWinds Service Desk Incidents/Tickets.
With the move to SWOSH and subscription based licensing, it would make a lot of sense to migrate and / or merge the features of VNQM into core platform functionality. With the move to cloud - based VoIP calling and fewer and fewer organisations that I'm aware of having on prem systems - this would make more sense. If…
Efficient way to manage the resolution SLA for VIP users. We have a couple of VIP USER groups of about 40 VIPs, but it appears that we cannot select a group from the requester field and allow the members of that group to be used to define a VIP vs. a non-VIP. Current option is to set 40 different SLA rules to manage each…
It would be nice to assign priorities to SLAs. Right now I'm trying to create 2 SLAs: * For Incidents, must assign within 30 minutes * For Incidents from Voicemail (A specific user / domain), must assign within 90 minutes* We have voicemail to email setup, so emails to the helpdesk from that system are voicemail tickets As…
If a ticket comes in through the portal of email I need to know which agent initially picks it up. Who is grabbing the ticket and then assigning it out to whoever should work the ticket (the assignee). For example, I need to see how many tickets that were submitted through email did my agent view (or pick up) and direct it…
We are starting to do KPI reporting and we are having trouble finding a way to get KPI data that is more than "is a service running or not". We would like to be able to show a percentage, or histogram, or something of not only uptime/downtime but also proper performance/degraded performance. We want it more actual as well…
Based on Forum discussion here: (+) Are you able to add an assignee based condition and action to an SLA? - Forum - SolarWinds Service Desk (SWSD) - THWACK
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