SPSDude · Sales Engineer · ✭✭✭✭✭

There are many places, depending on the field. Some examples are: * Setup>Service Desk>Categories - Here you can decide to make categories mandatory or optional. * Setup>Global Settings>Service Portal - Here, you can edit the labels on portal sections and choose to make some fields mandatory, optional or even…

Howdy @"lucaspac"! You aren't the only one who has noticed this! Looks like there is a Feature Request about this already, so you can add a vote. If anything changes, we'll try to update on that Feature Request.

Howdy @"danielle"! Many system fields can be modified, but the Resolution Description cannot. While you can make the Resolution Code a mandatory field, you cannot make the description mandatory. I've heard this before, and there is already a Feature Request for this, so you can add your vote!

Howdy @"duece7"! Just to make sure, have you tried following the documentation on the "Allowing IP addresses" page?

Howdy @"TVHRoss", Yes. As of today, information can only be restricted at an all or nothing scenario. You can either see the ticket, or not. Our good friend @"joeybrown" may be able to shed additional light on what may be considered in the future. All that being said, it never hurts to make sure it has a Feature Request.

Howdy @"LunaJ", You're so close, but yes! You just have to make sure the Process Integration(PI) doesn't run until after the Dynamic Form Rule/Form is completed. There are two potential options to put in, 1 being {{requester}} if it should be the requester, or {{custom field name}} if you're having them identify the owner…

Howdy @"tdugz", This is definitely one of the hardest parts of improving services. Discovery and data collection! I don't have any specific format or template I can share first hand, but this might be something you can leverage our Custom Success team for. Have you tried engaging with your Account Manager or Customer…

Howdy @"agarcia13", The best way to accomplish what youi're looking for is by utilizing States in conjunction with the Time Based Automation. When a ticket is assigned to someone, the ticket will automatically update its status to Assigned(by default, unless you've changed the name of that state). You can set up your SLA…

Howdy @"pavanligue", I don't think this fits in the SolarWinds Service Desk forum. Is there a specific SolarWinds product you were reaching out for assistance with?

Howdy @"duece7", You're doing things the right way. The way Azure provisions doesn't really allow for a user to be in multiple groups. The groups you assign to roles don't run in a hierarchical batching process, so at any given run, it might see you in All Employees and make you a request, or Admins and make you an Admin.…

Howdy all, To change the quantity of an asset, you'd first need a quantity field on the asset. This can be created via Custom Forms and Dynamic Form Rules. Once the field is on the asset, it can be manually updated to the appropriate quantity by editing the asset record. There aren't any native features to automatically…

Howdy @"michael.williams", To reference an Input or Custom Field, put it's name in {{double curly brackets}}. I've seen the best success in making the templates in the Setup>Notifications>Generic Templates menu, then using that template in your process step for Send Notification. Here's an example: I hope this helps!

Howdy @"pabely", This is exactly what it's designed to do. We've set this up in our demo accounts and have customers doing this today. Just rinse and repeat the integration steps with as many separate Orion installations as needed. (and make sure to label the integrations in the Service Desk so you know which one is which)…

Thanks @"michael.clark"! On the list view, this isn't currently an option. Would you mind posting this as a Feature Request?

It is definitely possible with API, but it's not an option in the Automation Rules today. Since it's not native currently, do you mind posting this in the Feature Requests forum? I'm also curious about the use case for changing the requester. Can you share?

Howdy @"Armstrob", We have some documentation for this! I hope this helps: https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/allowing-ip-addresses.htm 

Yes! Reach out to your account manager for your SolarWinds Service Desk account and they can work with you on creating a trial to test in.

All softwares should have their version when being populated in the software section. You can see a count of how many machines have that version installed.

Howdy! There is not currently a way to dynamically have those assets generate an alert, but when the technicians are looking at the user profile they can see the assets listed in their inventory. Alternatively, this would be an awesome feature request.

Howdy! While this isn't possible today, this sounds like a great candidate to be a Feature Request. 

There are a LOT of things to look at. To list a few... reporting, automation, AI, CMDB, tasks and approvals contained within a ticket - not tickets spawning tickets, service task users vs. everyone needing to be techs, better interface and SSO integration and MS Teams integration. I'm going to volunteer Tarrie, our Account…

Howdy! The rules should run in a top down fashion. So as you mention, your catch all rule, needs to be the last rule in your list of rules. If it is, but both rules still run anyway, I have something to advise. Since the rule is, by definition, still looking at how the ticket is created, it is behaving correctly. So what…

Members of a group should absolutely be notified when a task is assigned. There is likely a missing configuration. @"TVHRoss" asked some great questions and advised you check the right spots, but I'd like to take a closer look. Feel free to email me directly and we can review your account offline.…

SWSD doesn't offer MDM capabilities. Is the goal to try and populate the iPads into the Assets section of the SWSD?

Inputs can never be updated once the Service Request is submitted. This is by design. For what you're wanting to do, what I would recommend is creating a Task and assigning it to the technician who should be modifying the field. The Task is just a reminder and acknowledgement that the action must be done, but the…

Howdy there! We have a lot of products and lots of forums for each. This forum is dedicated to the Service Desk. The best place for this post most likely would be with the Hybrid Cloud Observability (HCO) forum.

When looking at a record, meaning you have the individual record open, only comments and the status can refresh automatically. Any other changes to the record will require a refresh to reflect those changes.

Computer Assets can now be part of Automation Rules! This can possibly help address your use case. Check out the release notes. Let me know if you need some more guidance on how that can help. https://documentation.solarwinds.com/en/success_center/swsd/content/release_notes/swsd_september-2022_release_notes.htm 

Howdy @"TVHRoss"! There is an existing Feature Request that needs your upvote!

There is no native connector for the Service Desk to consume that information, however, we do have an Open REST API. If you'd like to take that data and map anything to the Service Desk, see if you can find what you're looking for in our API Documentation. https://apidoc.samanage.com/