SPSDude · Sales Engineer · ✭✭✭✭✭

I think the issue is that in the example payload, we offer "site_id": 1, "department_id": 1, In your environment, those likely aren't valid Site/Department IDs. Since you removed those from the payload, it was able to work. You could potentially keep that in the payload, and just put a valid Site/Department ID and test to…

Hmmm. I'm not following the use case. You're wanting the ticket to be assigned to the creator? What logic would it look at to determine who it should be assigned to.

Howdy @"ileffingwell"! Also check out this for more Advanced search and syntax rules. https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/advncd-search-&-syntax-rules.htm

Try using this link, then expand the Incident Fields to Fill: apidoc.samanage.com/#tag/Incidents if this isn't generating a link. I'm responding by my phone!

Yay!

Here you go!

Howdy @"nino2u"! We are actively addressing this. Even as I update you, there should be a significant improvement in what you were experiencing when you posted this. If you're not seeing improvements, please let us know!

I'm so glad that you got it working @"Stonelaughter"!! Well done, @"MitchKiah"!

Alas, that might explain the confusion. Here's a link to the WHD Forum. Good luck!

Yup! Go to Setup>Users & Groups>Groups You can make any number of Groups and populate them with the appropriate members. Then use those groups as assignment groups, approval groups, notification groups...etc

I'm not sure I understand @"Donaltgennari". Those are links to several other forum locations, but those aren't ITSM specific questions. The second link appears to be an ITSM forum post, but your link is broken. Can you try reposting?

Howdy @"Noel_Keleghan"! I recommend almost never direct assigning for the exact reasons that you described. The same way you assign a ticket to an individual, you can assign to support groups. Even using the group names you provided! If I'm a member of Group A, I should first claim the ticket to myself. This helps track…

Howdy @"asummers"! I love these kind of thought leadership topics. I think what you've suggested is a great way to approach things. I have some additional suggestions from other points of view. When we think about these categories, we should go back to where and why we have them. Let's start with ITSM(IT Service…

Howdy @"brunolc"! You're already over half there! What you can do is make a form rule that applies to ALL Incident tickets. This form can have 1 field. For example: A dropdown menu with options for either: IT or Premises Based off those selections, you can have other rules that build conditions on their response being IT…

Howdy @"jennbuck"! For what it's worth, we have lots of customers use the Other Assets section for a gambit of things. I wouldn't recommend full Credit Card details, but you can certainly assign a Credit Card Asset to a user for tracking purposes. As for some other examples, we have fleets of vehicles, HVAC equipment,…

Howdy @"dawnev"! To echo what @"TVHRoss" said, you can use a STU.(Service Task User) The STU role is essentially an "enhanced requester" role. It's still completely free of charge! This would enable you to Schedule reports to be mailed to the desired folks. Keep in mind, you can never share with anyone who isn't at least…

Howdy @"cthigpen"! If a Dashboard was shared with you, you may need to save a copy for yourself, first. (someone might have shared a dashboard with you that is named "My Dashboard", which is confusing) If that's not the case, and you believe there are issues with how the Dashboard is responding, please work with our…

Howdy @"kurt.rose"! The Computer section is intended to be for Discovered Assets, which means those types of data points will be dynamically managed by the Asset Discovery. With the Import function, you can upload some unique information like the Serial Number which will allow the Discovery to update and manage the record…

Howdy @"MitchKiah"! This may be best addressed via support because I don't want to ask you to post more internal info on the forums. A next question I would have is about the Change Catalog Item(CCI) template itself, and the full role permissions stack. Can you SS the CCI and identify which fields are listed as "Enable for…

Howdy @"TVHRoss"! The best way to get traction for this is by submitting this, even just copy/pasting this same post, to our feature request forum. This is one of the primary methods that our product team identifies and prioritizes features requests. thwack.solarwinds.com/.../feature-requests

Howdy! Short answer, no. Both Requester and Service Task User(STU) are only able to self resolve, or reopen their own tickets or potentially a ticket they're copied/mentioned on. Functionality beyond would reach the Agent territory. 

Howdy @"TVHRoss"! Many customer create custom integrations with an almost identical use case as yours. I think the dilemma you're facing is, "Where will this integration be hosted?" A script would need to be written to check both tables and map the fields between the two systems, and that would need to be hosted somewhere…

Had a good talk with Product this morning and we're working on some changes. Nothing I can promise or discuss currently, but this is being addressed now.

Brilliant!

Here's the file size and names for me. Are yours about the same?

Hmmm. I'm following the instructions to the letter and it works for me just fine. It's a third party program, so we're not able to directly support the activity, but hopefully someone can offer some guidance here in the forums.

We have documentation on how to convert it! https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/discovery-agent-installation-windows.htm#:~:text=DNS-,Installation,-The%20first%20step There is a lot of additional info that may be helpful throughout your deployment journey. I hope this…

I'm not sure why it does that when I pasted it via mobile. Here's the link again! https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/b/news/posts/wwwo 

While the Power BI integration isn't generally available yet, you can reach out to your Account Manager or Customer Success Manager and we can enable the connector features for you!

Brilliant inquiry, @"jshannon"!! There is no magic number, or time that will affect a request, but both are factors of prioritizing and implementation. We are VERY active with feature releases and would love for you to keep an eye on What We're Working On. Check out this link to see not only a short term roadmap, but what…