SPSDude · Sales Engineer · ✭✭✭✭✭

Ahh apologies! That's easy. Take a look.

Howdy both! We don't have any intentions to automatically attach a device to a ticket that is submitted by a user.(an incident submitted by the Orion/HCO integration is different, it will!) Instead, we want to make it easy for you to do that, based on our suggestion or making it available to the submitter to specify. Why?…

The use case makes great sense! I think adding a comment as part of the Update Record step is a great feature. It has my vote!

Howdy @"KP91" Currently, both are possible via the Process Integration(API) and not within the Update Record step. We do have a existing feature request for "Include Category" as well as one for "add a comment". Visit these feature requests and give them an upvote, but in the mean time, you can leverage a Process…

Got it! Does that mean you were able to get it updated?

Howdy again, I'll list the questions out and answer in line. * Will it work the same as described above?* Yes! * I will need to buy more agents, correct?* Unless they are already licensed, then yes. You only need to license a technician once, though. So if you're a tech in the IT instance as well as in three others, that's…

Howdy @"akarlavage" ! I think it all comes down to your policies and rules, but maybe this will help! Allow IP addresses

Howdy @"bhessling" ! I think you may have slipped into a different product forum than intended. This forum is focused on the SolarWinds Service Desk. Maybe @"KMSigma.SWI" can help move the post!?

Howdy @"LVWtech" , It's not 24hrs of uptime from my knowledge, but every 24hrs or the next time the machine is turned on. Let's tag our Product Manager, @"joeybrown" and see what he thinks.

Use and abuse the automations to your hearts desire! Let us know if you're finding a limitation in your use case and we can see if we have a solution around it, or if we have a new feature to consider. Thanks, Jeremy!

Howdy again, @"jeremymayfield" I totally forgot to mention that step... There are two main ways you'll be able to use in order to route. The first is very closely related to what we're already discussing with Categories. You'll see a "Default Assignee" option when managing the category. You can select a Group, Queue or…

Howdy @"jeremymayfield" ! The Categories is where you'll want to start. So let's navigate to Setup>Service Desk>Categories Once there, select your category, in my example it is Customer Service. When you are in the Edit window, you'll see an option for "Create email dropbox" Click there, and you'll see some options. Out of…

Glad I could help, @"WGPRusso" ! To answer your question: [quote userid="305519" url="~/products/solarwinds-service-desk-swsd/f/forum/101067/integration---target-process-via-zapier/317030"]if a Service Task User is CC'd on an incident - will they see that in their portal view?[/quote]Yes! They can also see emails when…

Hmmmm... Can you do me a favor and send me an email? This may warrant a support case, or at least a closer look. (sean.sebring@solarwinds.com)

Howdy @"intuition" , Is this the SolarWinds Service Desk 'Enterprise App' as it was added to Entra "Out of the Box'? If you're using the app as you add it out of the box, that field usually doesn't populate on the first pass. It's a Chicken and the Egg scenario where, the manager can't be populated in that field if they…

Howdy @"Did_you_TOTO" , I'm seeing the same thing happen. This seems like a bug. Can you email me directly and we'll see if we can engage with our Support? My email is (sean.sebring@solarwinds.com) 

Howdy @"WGPRusso" , I love that you're looking to expand the use of processes! Did you know that you don't have to be licensed to complete a task or approval? I'm not sure how your process flows work, or who would need access to the technician side of the platform, but as a previous customer of the tool myself, I created…

Exciting Update! Explore our new blog series, "Mastering the Art of Reporting." Start with the first post on the essence of reporting and dive into insightful sub-articles like "CSAT Insights." Join the conversation and share your thoughts!

@"sourpeachy" , let's look into this further. Can you email me so we can engage with support? It's always nice to confirm WHY a search isn't yielding the expected results. sean.sebring@solarwinds.com

Howdy @"sourpeachy" , In my experience, using wildcards on both sides is the best way to return all results you're looking for that contain a specific value. I'm not sure that what you're experiencing is a bug, just how it is designed to return results. There may be some other useful tips and tricks in our Advanced search…

Great question. There is no "Run now" functionality today, but it's a great feature request. If you can't find an existing one to upvote, create one!

Understood! If that's the case, then focus on created the mandatory fields in the "Process Fields" section of the Change Catalog. I hope this helps!

Howdy @"mtcook01" , Love the avatar, by the way... I'm betting that Stella from our Product team can add more in-depth details, but here is a link to our most recent Quarterly Roadmap discussion. Short answer is, "Yes!" We are always looking to add enhancements to the platform and integrations. There are some for Teams…

Howdy @"johnlong" , There is no limit! Automate to your heart’s content!

You're absolutely correct! A recommended approach is to utilize a Service Request for end user submissions. The Change Admin can then create and attach the relevant Change. This method is advantageous when dealing with two forms/field sets, ensuring a smoother experience for end users through the Service Catalog. By…

Open up 'Unlocking Excellence,' the newest chapter in our reporting series! Explore the Top Resolvers Report and uncover the heroes driving ticket closures. Join the discussion and stay tuned for more insights!

Howdy @"michael.faison" This point of confusion has come up before. The Forms and Fields you're creating are on the Incident and/or Change level. On the portal side, what the end user is interacting with is a Catalog Item, either from the Service Catalog or Change Catalog. Those objects do not show Dynamic Forms. Instead,…

Exciting Update! Explore 'Unveiling Opportunities,' our latest report in the series! Dive into the Top 5 Categories/Subcategories to discover areas of opportunity for enhancing service delivery. Join the conversation and stay tuned for more insights!

Dive into 'Decoding Origins,' the latest in our reporting series! Uncover the channels shaping your ticket landscape. Join the discussion and stay tuned for more insights!

Howdy @"DB75" ! It's most ideal to create a 4th group. Roles & Permissions has a third element to it; License Type. So it's less of a permission, because a Requester and a Service Task User(STU) can have the same permissions but a STU will still have a touch more access. I hope this helps!