MitchKiah · Enterprise Applications Manager · ✭✭✭✭✭

Hi Rinat, that worked perfectly for the approval levels! Thank you! Having multiple approvers doesn't seem to work though. 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 have any ideas? My submitted…

Hi @"Jlinkgraduate", are you talking about the at-mention feature or something else? If it's the at-mention feature, there are a couple of different limitations. At-mentions can currently only be added to comments while in the "Agent" view, and not in the end user portal. Even if you have an Agent role, the comment box in…

Hi @"wcopeland", Unfortunately, there isn't a way that I know of to further limit which fields you get back from the object. There are two versions of the response, the "long" and "short" version, and the short version is already the default. I'd recommend just discarding the unused properties after you get the response…

No worries, it's not too hard to learn enough for some simple uses! I put together a powershell example to get you started. You'll need to update the "custom_fields_values" section to match your actual form fields. I'd recommend using Windows built in PowerShell ISE program for that. Disclaimer though: I'm REALLY not a…

Do you know powershell, bash, or any coding languages like python?

Hi kmannem, are you trying to create a whole bunch of Tasks on one incident, a separate incident, or fill out a service catalog form for each application? If you want to create tickets in bulk, you can use the "Import" feature in the incidents area and upload a CSV where each row is a separate incident:…

I would recommend trying these steps: * If you are zoomed in, or have any display scaling enabled, try zooming out the page to see if the button shows back up. * Refresh the page with CTRL+SHIFT+R to clear the cache and reload the page * Check your browser extensions, to make sure none of them are causing the issue. The…

Hi, This works for agents the incident has been assigned to. You can use the "Audited Assignees (elapsed)" to show all incidents that have been assigned to a specific agent at some point. I'm not sure there's a way to show "Commented on" or "Updated by", but I think this answers your question. Elapsed just means for all…

As far as I can tell, it's not possible to disable for service agent users, only for the Requester and Task User roles. If you have the checkbox disabled, Requesters and Task Users won't be able to see it on the Portal even if Agents can. You can double check if you switch to the portal view on your account and then…

Hi @"JBNWT" yes you can! If you go to Setup > Global Settings > Service Portal you can uncheck "Site" so Requesters won't see the site. Just make sure to click the "Update" button when you're done!

Hi! The role the agent is assigned needs to have "Manage" or "Update" permission for incidents to be able to reassign incidents:

That's very strange. What URL and URL parameters are you using when you make the request? Also, what happens when you add a URL parameter &layout=long to your request?

@"BenG" if the purchase order you're looking at was created before you added custom fields to purchase orders module, you may not see those fields in the API response. Once you update the custom fields on that PO or create a new PO you should see the fields. Let me know if that solves it for you!

@"robert_glinke", I have something similar to be able to tell if I'm in the "Create Incident" form, or if the incident has been created. I found that if you Hide the field, you should still be able use it for form logic and filtering, and it won't be visible to users.

Hi @"samulski", you can toggle that behavior on and off in Setup > Global Settings > Notification Settings

Found a feature request, highly recommend upvoting it if you like it. Their product teams actually keep a close eye on those. thwack.solarwinds.com/.../allow-service-task-users-and-requestors-to-mention-and-add-a-cc-after-an-incident-has-been-created

As far as I've been able to find out, you can't set a Group as a requester. I think @"DiscipleGeek"'s solution is probably the best option. If you want all of HR to be notified on the ticket comments as well, you can make an HR group and use the automations in Setup > Service Desk > Automation Rules to automatically CC the…

Hi @"labradorm", I can confirm the "user_id" field does work. However it only works for users, not groups or queues. This makes since because Groups/Queues can't comment through the Web GUI. I was able to successfully send a json payload like this: { "comment": { "body": "Test from API: Should say from user@example.com",…

I didn't end up using this integration after the update to support laptops. According to SW, it overwrites the SWSD data with the Azure data, which would mess up our workflow. There's a bit more information about the integration on this forum post: SolarWinds Service Desk Product Updates and Enhancements - June 12, 2022 -…

Checking using https://regex101.com it looks like that regex matches any combination of any characters included between the brackets. https://regex101.com/r/gg9q4s/1 For the intended regex to work, I think you want something like this, where you escape the brackets: https://regex101.com/r/UjcU7N/1

I had no idea that link was buried in there. That is awesome! Thanks so much for finding this, that's going to save me a lot of trouble

You can track Vendors in the Procurement section. You may be able to use this to track customers as well. You can also add Contracts from the same area, which have some additional fields for contact info. I'm not sure this is exactly what you're looking for, but it might work for you. Alternatively, you might need to use…

The ability to update custom fields over the API isn't available yet, but has been brought up to the SWSD development team. I wasn't able to find an open feature request for it, but you can create one here: (+) Feature Requests - SolarWinds Service Desk (SWSD) - THWACK - SolarWinds Community I don't know of a way to work…

I've run into the same issue with the Service Catalog. I just put in this feature request: https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/i/feature-requests/add-the-ad-hoc-restriction-scope-to-create-incidents-the-same-as-changes They have a Role scope that resolves this issue for the Change…

Hello! If you add the URL parameter "created[]=1" it will show you only incidents created in the last day. </code></p><p><code>https://api.samanage.com/incidents.json?page=1&created[]=1 This works for 1, 7, 14, 30, 60, 90 days and has the same restrictions as the filter in the Web UI. You can also search for a date range.…

Hi @"spb87", that documentation is no longer accurate. They updated custom forms on 4/3, and haven't updated their main documentation yet. You may be able to use these release notes in the meantime: https://documentation.solarwinds.com/en/success_center/swsd/content/release_notes/swsd_april-2022_release_notes.htm The short…

We're using this with a single custom field called "Subcategory Details", and then we use the Field Dependency setting to change the available options based on the Subcategory:

Sounds good, I'll send it over to them now. Thank you both!

I think the following should achieve what you're trying to do: Example Process You'll want to put the entire process in a Group and set the group to "concurrent". Then create two non-concurrent groups, one for your Cancel task logic and the rest for your normal workflow process. This way, the Cancel task flow won't impede…

Hi @"patman", there are no notifications by default for API calls. It's not documented well, but you just need add the URL parameter add_callbacks=true. If you don't provide the parameter, it defaults to add_callbacks=false. The URL might look like:…