MitchKiah · Enterprise Applications Manager · ✭✭✭✭✭

Hi @"tmm", yes we do! It's incredibly handy for tracking down what's happened to assets after the fact so I would highly recommend it. You can attach an asset to an incident by going to the Related Items tab, and then choosing the Configuration Items option from the Attach dropdown: Once you've related the asset to the…

This is actually a breaking change too, because previously non-task users could handle approvals through these links. A large portion of our approver base now can't do approvals and I'm having to make large changes to the existing roles as a result

I think the only issue there is that you're missing .json at the end of your URI. It should be $URI = "https://apieu.samanage.com/incidents/10498330.json" Let me know if that fixes it!

Hi @"Mb294" - Make sure to add this to the Feature Requests section if you haven't already. I believe their product team regularly reviews the requests there One workaround for this though is that you can actually use the "Attach a Solution" button to get the link for the solution. If you go through the normal steps of…

Yes absolutely, we're doing the same thing in our instance. Open your end user portal view in a new tab or window and then navigate to the Service Catalog in the portal Next, select the category you want to link to. You'll notice that the URL in the browser changes from example.samanage.com/catalog_items.portal to…

You can set up an incident view with all of columns you want the report to include, making sure that the Customer Satisfaction Feedback column is added, and then use the Actions dropdown to "Export Current view". If you save the view, it should give you an easily repeatable csv report. Note: It would have to be a manual…

You can set the Default Assignee for the system in Setup > Service Desk > Categories. At the bottom of the page, you can configure which group is the default assignee for incoming emails, and also set up a person or group to be notified if no assignee is set. To get notifications for both of you, you can create a Queue…

I had to ask the support team about this after its release, and when they say "Mobile devices" they only mean Phones & tablets, not computers. If you do have Phones & Tablets in your instance and they aren't syncing, you may just need to adjust the application permissions in Azure:

I would second this. Since you have AAD, you can use the Process Integration in the Samanage form to send an API call to a Power Automate program. If you can use PA to provision a user, the following should work for you: Creating an PA http endpoint for the catalog item to ping with the payload being something the created…

Great question! I never thought to test/use this. You can achieve something similar to what you're requesting by requesting per_page=20, page=1, and then using the sort_by= and sort_order= arguments to change the order in which the results are filtered. For example, to get the newest 20 incidents:…

Hi Josh, if you're not receiving a response payload containing the ID after creating a contract, it usually means the API endpoint that you're using is incorrect. Most often, the issue is using https://api.samanage.com/contracts instead of https://api.samanage.com/contracts.json If that isn't the issue, you can post an…

You can also use a custom date range with the following: https://api.samanage.com/incidents.json?created[]=Select Date Range&created_custom_gte[]=2021-09-01&created_custom_lte[]= That example would give you any incident created since 2021-09-01 until the current date

Hi erron, if you add ?per_page=20 you should have the result you're looking for. It's referenced in the API documentation under General Concepts > Pagination https://apidoc.samanage.com/#section/General-Concepts/Pagination Hope that helps!

If you're getting back HTML instead of XML or JSON, you're likely using a slightly incorrect URL. The api endpoint needs to be either https://api.samanage.com/incidents.json or https://api.samanage.com/incidents.xml If you leave off the `.json` or `.xml` you end up getting HTML instead of the correct response payload.

Hi amhcd, pulling ICJN's answer from this simlar forum post, the JSON format and for adding an attachment to an Incident or to a Comment with Powershell 7 are as follows: Attach to an Incident: $file = @{ "file[attachable_type]" = "Incident" "file[attachable_id]" = "123456" "file[attachment]" = (get-item -path…

Hello! At the moment, the Custom Field (and its values) has to already exist in the system. As far as I've been able to find there's no way to update the values in the Custom Field except from the web GUI. For updating a custom field on an incident, the payload should be like this:…

I believe that's the "{{history}}" variable in the template. It will show a list of all of the recent interactions on the ticket. You can make that look a little nicer for your users by either removing that variable, or by whitelisting images for ITSupport@similarweb.com for your users through your email provider. I think…

Hi @"Alexdolea", you'll want to take a look at the Setup > Service Desk > Notifications area. You can adjust the content of notifications by changing the templates there.

Also, see this related question from @"ICJN" who was able to confirm what the request body needs to be for incidents and comments: https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/f/forum/91802/api---sample-add-attachment-via-powershell

Adding attachments to Incidents isn't properly documented in SWSD's API, however it should be possible. See my response on a similar question here: https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/f/forum/91726/can-i-attach-files-to-samange-api-call As for the PowerShell bit, I'm not much of a…

Edit: See the follow up comment below for the correct process for adding attachments. After some investigation it looks like this should be possible, they just haven't included documentation on how to attach the file to an incident. However, it looks like the steps should be the following: 1. Create an attachment using the…

The POST url should be https://api.samanage.com/incidents.json Try that and let me know what happens. It should either create a ticket, or give you a 422 error if your created incident format is incorrect. EDIT: Because you've left off the ".json" part of the url, it's actually fetching the HTML body of a page that…

You can edit the variables for Changes if that's a workaround. Aside from that I think you'd probably need to build a custom solution using their API at that point. Ping me if you figure something out!

... "assignee": { "assignee_id": "id" }, ... should be ... "assignee_id": "id", ...

Hi @"karimb", you can easily browse any record as json or XML by adding .json or .xml to the end of its URL in the browser. Example: https://yourcompany.samanage.com/users/1609255 turns into https://yourcompany.samanage.com/users/1609255.xml I use it frequently when I'm troubleshooting. For the issue you're running into…

It IS possible to automatically generate another record using the Process Integration feature if you don't mind the added complexity. At some point in the first form, you can have the process generate a second incident (or catalog item) using a process integration with SWSD. Since it's just taking advantage of SWSD's own…

As an addition to this, you can use the assignee_id field for users. You may need to use the User record's "unique group", which is the first group_id in its group_ids list.

The way that we've *solved* this problem at our company is that the Hiring Approval flow is a separate process. Once the new employee hire is approved, we have a "New Hire Technology Request" form that gets filled out by the hiring manager. We have tried making monolithic onboarding forms like this in the past, and ended…