MitchKiah · Enterprise Applications Manager · ✭✭✭✭✭

Yes, this is live now! See #2 on the Agent Productivity section: (+) New API Documentation, New Reporting Capabilities & Agent Productivity Enhancements - Newsroom - SolarWinds Service Desk (SWSD) - THWACK

Agreed, having the dynamic user options will make this action much more powerful.

I agree! Having more options around approvals would be excellent.

Yes please! Or at the very least add a "CC manager" option to the Update Record the same way that Approvals have And also add the ability to Update Record and add CC using the Automation Rules Then it would be easy to control. You could use automation rules to add the manager CC to every incident/request, a subset of…

Agreed! This just came up in our environment as well. See a similar feature request here: (+) Enable Ability to Resend Approval Emails From Service Agent Users - Feature Requests - SolarWinds Service Desk (SWSD) - THWACK

Yesssssssssssssss.

@"AZDiablo" I would like this feature as well. A way you can implement in the short term is to turn this on so neither get re-opened on a comment, and then use the Automation rules to Re-open Closed or Resolved tickets matching the criteria you want. 

Hi, we're very excited about the fix for duplicated asset records. I checked the linked documentation and it hasn't been updated with details for the change yet. Does this work the same way for assets marked as Stolen? Thank you!

That is an awesome addition to the forum, great job!

It would be excellent if we could split the notification controls for Individual vs Group. Along the same lines, it would be great to split the notification controls for Email vs In-App. Users who are in a Group or Queue that has a high volume of incidents can be overloaded with in-app notifications.

Agreed! This just came up in our environment as well. See a similar feature request here: (+) Need to allow service desk agents to resend approval emails in service catalog items - Feature Requests - SolarWinds Service Desk (SWSD) - THWACK

Both of these are exiting improvements, great job! For the Microsoft Endpoint Manager integration, is there more information about how the "List of fields pulled" impacts existing data in the system? * How often does SWSD sync the data? * Is data written into separate fields similar to the AWS integration, or is it…

The COPY/PASTE feature on the Change Catalog and Service Catalog is amazing. I went to make an update a couple days ago and didn't realize this feature had been released. I was expecting to have to spend more than 45 minutes making all the changes and instead it took less than 10 minutes. So cool! We were also just talking…

Hi Starger, I found it in Setup > Global Settings > Notification settings. It looks like the feature is related to CC's.

I think this is an important improvement. I've also opened a similar feature request for Change records: https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/i/feature-requests/change-record-integration-with-jira

Agreed! This could be very useful to see, maybe directly underneath the requester?

It would also be handy if it had separate permissions for manual change. For example, we have an issue where sometimes Approvers who are also Agents will just change the State to "Approved" instead of clicking on the actual Approval task.

The "Improving visibility" feature seems like it's doing a few different things. Would it be possible to provide a more in-depth explanation of the intended behavior to the documentation page, and possibly add couple of screenshots/examples for clarity?

Please consider this addition to the upcoming Workflows and Automation section: https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/i/feature-requests/add-process-integrations-to-actions-in-automation-rules

It would be nice to be able to edit this using the email notifications/template feature as well. Being able to choose to send an email on checkout, and a reminder that's it's due back would be extremely useful. 

A lot of really exciting stuff in this release! For the feature mentioned in the release notes for being able to modify forms after submission, how do I disable or restrict the ability to do this? It dramatically impacts the controls and forms we have in place, and we're not prepared for the impact.

This would also allow better organization of the Service Catalog. Right now, you have to make the decision to organize Categories for either end users or for agents. Having a reliable and easy to configure automation to change the category after submission would allow us to organize the visible categories in the Portal to…

100% agree with this. As an addition, we have an issue where because users can comment on Closed tickets, they think our technicians aren't helping them, but actually techs just aren't monitoring closed tickets. I've tried resolving this with some custom automations to send "Your comment was not received" notifications,…

I really like the idea of having a comment on ticket creation. This would really help with being able to handle one-touch ticket creation. I often have information that I want to add as a private comment (troubleshooting steps, extra details, etc) that the requester doesn't need to see. Being able to enter it all at once…

You are very close to the right query parameters in your example above. Using the Owner ID you have in your example, you want to make the following GET request: You should get back a list of computers that have that owner ID. An easy way to discover what the right filters are is to filter for the information in the Web UI,…

Hi LVWtech! There's documentation here on how to force a client refresh via powershell/cmd. "c:\Program Files (x86)\Solarwinds Discovery Agent\agent\ruby\bin\ruby.exe" "c:\Program Files (x86)\Solarwinds Discovery Agent\agent\src\mini_kernel\cmd.rb" -f…

Hi Fireball1800! Unfortunately, there isn't currently a way to add custom statuses. The existing statuses are tied to built-in behavior, and also are used for billing purposes by SolarWinds. I would recommend upvoting one of the existing feature requests, like this one:…

Hi bwilk226, this page should have the full list of variables you can use, in the List of Inputs section. There are also a couple of examples further down. For Incident ID, you can use {{context_id}}. I'm not sure that there's a way to send the Incident Title though.…

Hi Rinat, that worked perfectly for the approval levels, but opens up a second question: Having multiple approvers doesn't seem to work as documented. I thought that was a side effect of the approval level issue I was having, but it seems like only the first ID in the "approver_ids" string gets accepted. Not sure if you…

@"rinat.gil" Hi Rinat! Following back up on this because I forgot to at-mention you in my last question.