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:…
It would be helpful to have visibility into what users are searching for in the Service Desk Portal. Being able to see user search terms could provide valuable insight into what users are trying to find or need help with. This information could guide the creation of new Solution Articles, highlight areas where existing…
I'd like to suggest adding an "Archived" state for Solution Articles. There are cases where we want to retain articles for possible future reference so we would prefer to not delete them from the platform. Currently, what we are doing is setting them to Draft or Internal state, or modifying the title/description to…
New guy here! How do I create a Knowledge Base page and have an article permission set for Internal ( my team only ) or just for myself?
Currently, the SolarWinds Service Desk API does not provide support for creating, updating, or fetching knowledge base articles. Adding API capabilities for knowledge base management would greatly improve automation and integration workflows for users. This feature is essential for organizations looking to manage knowledge…
It would be an added value if knowledge base articles (solutions) are suggested whenever a user starts to create a new incident through the portal. It currently suggests "Services", which might apply in some cases, but it seems suggesting Solutions makes much more sense. At least for us as we are building a fairly…
Hello, I have attached 2 screen shots. The screen shots show the "What can we help you with?" search bar. One of the screen shots shows a search populating and having the "Can't find what you're looking for? Create new ticket" at the bottom of the search results. The second screen shot shows when nothing populates in the…
We want to allow users to bookmark or highlight a solution for their own dashboard. Currently we have a workaround that functions as: A custom text field added to the a solutions form On a solution of their choice, they can add their name to text field, separated from others by a comma. From the solutions list, they can…
Having the requestors the ability to comment on solution articles would be great, how we as agents and requestors collbarate with one another? For example I would like to see a user letting us know with a comment if the steps are outdated, or if they know of a better way to acomplish whatever the solution article is for,…
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