Comments
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Exciting News! Our reporting series kicks off with 'Unveiling the Secrets of Aging Tickets.' Join the discussion and stay tuned for more insightful chapters!
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Howdy @"Jsavage.sunland" , This is something that has come up before. There is currently no way to archive a Site. This would be a valuable feature and I encourage you to submit this as a feature request.
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Howdy @"krim" , This is current design, so there isn't a way to adjust the layout. We do have plans to improve the scaling and layout to give it a better look and feel. Keep an eye on our WWWO (what we're working on) for updates, and feel free to drop us a feature request.
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Correct! There is no "main event" of a Generic Template. They can be plug and play. "main event" refers to a system triggered notification, like the defaults listed in Notifications under Setup.
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Dashboards are only accessable by licensed Service Agent Users. Besides the native Share option in the Dashboard drop-down, there is no other method of sharing. What I've seen and done in the past is to cast the Dashboard to external monitors throughout the building. This would be done using the account of a licensed…
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You are correct, so this may only be useful when they're not truly OOO if they're "Non-technicians", where they wouldn't be assigned anything anyway.
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Howdy @"JDobbsy1987", Apologies for my misunderstanding. You can still leverage this feature for the delegation even if they're in the office. The behavior of routing the approvals could still work, but you'd only be able to select 1 target. So you can either ask that manager to choose a single delegate or create a group…
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Howdy @"JDobbsy1987", Requesters may also set up Out of Office(OOO) settings. They follow the same process as technicians would, just going to "My Account" and then the "Settings" tab. Another neet trick you can use, is if you'd like to enable OOO settings for someone else, Administrators can use the "User Impersonation"…
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Howdy again @"danielle"! An API, or Application Programming Interface, is a set of rules and protocols that allows different software applications to communicate and interact with each other. It defines how requests and responses should be structured, enabling developers to access and use the functionality of a particular…
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Howdy @"cchristenson@hillsdale.edu", I've seen this happen with other clickable links due to security. If you have a system in place that scans links for malicious activity, the link may be being consumed which is causing the next click, the click by the user, to show that it is expired. That would be my first path of…
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Howdy @"danielle", I like this use case, and we do have an RSS export you should be able to leverage. Have you tried it? You can access it from most of the index views within the Service Desk. Once you have created the desired filters, save the view. After saving it, use the Actions at the top right of the list and scroll…
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Howdy @"bryan_whs", That's an interesting issue I have never seen before. I've set up countless provisions and it can sync as many fields at a time as needed. To answer your questions of limitation and ownership, this is a Microsoft Enterprise App. SolarWinds is on the listening side of this integration, just receiving the…
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Howdy @"sarahUpp", If the name of the software matches what you added to Greynet, it should work! Something to check is that you added the Name and not the Tag. On that note, what I've seen successful is adding a Tag to the Greynet list, even just a tag called Greynet, and then tagging the softwares in the Software section…
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Howdy @"Madel"! This is possible today. Any user can click on their initials/picture in the top right, selecting their profile. In the options, select My Account. Once in the My Account page, click on the Setting tab at the top and scroll down. You'll see Out of Office options at the bottom!
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Howdy @"mrmacs", This one is tricky to help explain over text, so you may want to reach out to your Account Manager and ask that they schedule a call with one of our Solution team members. (like me) Roles should not be mapped in the section you're showing. In fact, it's probably best if that section is reset to the default…
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Howdy @"3.14", The SLAs and Business Hours being applied to the ticket are actually looking at the Site of the Requester. So based on who submits the ticket, that will apply the Site of that requester. Since part of the issue you're experiencing is that some tickets aren't being assigned to individuals, you can leverage…
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Howdy @"neilcrew", The method you mentioned is the only real way to "publish" a view for others. The goal is to allow technicians to create their own experience so they can work with what is most comfortable for them. We find this helps with productivity and efficiencies. You should also be able to share a view with a…
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Howdy @"stew930", Many folks have moved over and I'm glad to hear you'll be making the transition as well. There are many websites or apps that can convert the files for you. Just doing a quick search, here is something I've found called GROUPDOCS. Once the file is in CSV, the import should be very simple and straight…
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Howdy @"Suliman.k", I love this idea! Title is a System Field, but it's also a Free Text field. What you may need to do just create inputs that match any potential job title, since you'll need a defined list to create logic, and allow the submitter to select. Department, when being checked by the system, will always look…
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Howdy y'all! @"michael.clark", I recently worked with @"john_morse" and everything looks good between the systems. It seems the provisioning is being SKIPPED on the Azure side for these specific users due to an entitlement. I advised John to reach out to support as well, but hoping someone from the community may know if…
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Howdy @"sbamberg"! Short answer is; not today. The Dashboard widgets can update as frequently as every minute, but the index view(table view) does not auto refresh. While it can refresh to show you if new tickets have come in, updates to the tickets details will not refresh without manual intervention. What is the problem…
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Howdy @"stevenmcky"! How are you discovering those machines? Are you using the Agent or a Subnet/Router scan?
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Howdy there! What you're looking for is Roles and Permissions! Navigate to Setup>Account>Roles and Permissions. Note, this will require you to be on at least the Business Tier.
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Howdy @"KNail"! Looking at it, I think you can still just use a comma instead of #dlmtr# as long as it's staying between the quotes. Check this snipet out. "Hardware Required","value":"Laptop, Desktop, Monitor",
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Howdy @"goughy"! I wanted to highlight a couple sections. First is the Email Sections under Setup>Global Settings Next is modifying the Notification templates(only available on Professional Licensing) Make sure to check both of those sections, but what you're experiencing may just be normal email behavior. When replying to…
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Howdy @"jerceg"! Today, the out-of-the-box weekly backup is limited to what you described. To custom extract the data, you can use the API to pull any/all information available. All other options to export data are "on demand" in the sense that you have to click download. It might not be the answer you were looking for,…
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Howdy @"jdirden"! Try {{INPUTVALUE}}. Basically, just put the name of any of the attributes between the double curly brackets and it will pop their value in.Here is a link to email variables that can pull information from the…
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Howdy @"jlevin"! Check out the Agent installation for Windows documentation. There's a section under Prerequisites called Firewall requirements that might have the answers you're looking for.
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Howdy @"Clint-W"! I would definitely recommend using a separate tenant. The services provided are separate and the target audience is quite different. As for other considerations, I think you've already got a good idea of how to help manage this with your SS team! This is a great time to reach out to your Account Manager…
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Without being in the account or seeing screenshots, this is my first thought. Try looking to turn this on and see if it helps fix the issues. Setup>Global Settings>Service Desk Settings Just-in-Time workflow processing
