SPSDude · Sales Engineer · ✭✭✭✭✭

That is strange! I've seen a few of these since the release of the Custom Fields in Service Catalog. Can you please share this with Support?

No worries! Hope this helped. Thanks to all for contributing!

To @bigpapabear5000's point, you stick {{main_event}} in the Body section.

This is a really cool use case! The way you're doing it is the best option within the Service Desk for now. You are correct that you cannot schedule a future request via API. The nature of the API call is to create, or POST. Your final thought, regarding hosting a table outside, could work. But I understand not wanting to…

Yes, today it is by design. I've also requested this same functionality, but there is some debate surrounding it. If this isn't in the feature request section, it should be! Some of my primary use cases are for things like Software or Hardware requests. I have a set Category, but no Subcategory because I want the requester…

While today it isn't possible, this is a great candidate for a feature request. thwack.solarwinds.com/.../feature-requests

Excellent question! The largest reason anyone would hide something is for licensing purposes. Any asset discovered is a billable asset. You may hide the asset to remove it from your bill. You may also just want to hide it because you don't care to manage that device, regardless of cost. I hope this helps!

I see! Here's a link to the WHD forum. I apologize for the confusion. Good luck! https://thwack.solarwinds.com/product-forums/web-help-desk-whd/f/forum 

I'm curious. We may be talking about different products! Can you share a screenshot of what you're seeing? Can you also confirm you're in the SolarWinds Service Desk? (and not the Web Help Desk)

There is! To simulate it, you can open it by clicking on your profile in the top right, then click "Go to Portal View"

Great point, @"mpuskar"! This is something that I would also personally love to see, and I think that we'd like to work towards adding those functionalities to Problems and much more at some point. It's not currently on our roadmap. (but Asset automation rules is!) The best way to get traction for this is by submitting…

Hey there, can you take a screenshot of what your Notification Template looks like in the Setup side? Here's what mine looks like:

If you have someone you work with in Customer Success, I would ask them to look over this with you. That isn't great to hear, since the whole point of the Smart Suggestions is for them to be... Smart. If they were accurate 80% of the time, instead of the other way around, would you like them? As for disabling them, today…

While today it isn't possible, this is a great candidate for a feature request. thwack.solarwinds.com/.../feature-requests

While today it isn't possible, this is a great candidate for a feature request. thwack.solarwinds.com/.../feature-requests

Smart Suggestions cannot be disabled. Are these getting in the way because they're not accurate? I would like to think they are giving you an increase in efficiency by suggesting the right answer right there at the top.

I'm still chasing this down. I got an answer I didn't like, so I'll update you on the next answer.

Natively, the only way is to download manually. It's possible to do extractions of attachments via API. Our documentation doesn't directly hint at it, but hopefully this may help get you on the right track. https://apidoc.samanage.com/#tag/Attachment 

Nothing that I know of, however, the Enterprise App is owned by Microsoft. SolarWinds has no control over it, but I would also love to see this added as functionality and I know many others would as well.

While today it isn't possible, these are great candidates for a feature request. thwack.solarwinds.com/.../feature-requests

You can modify an existing template and even create custom templates on the Professional and Enterprise. Have you tried doing that? I'm excited to see any other customer use cases where you share your best thoughts on what the template should contain!

This is news to me! I'll check into this, but this doesn't seem to be intentional and wasn't how the platform has always behaved. Thank you for bringing this to attention.

@"Stonelaughter" I'm not part of the Product team so I am not able to directly affect plans. The best way for Product to view, manage and prioritize new features requested from customers is on our dedicated Feature Request forum, which allows other customers and THWACK members to vote and comment on requests. I hope this…

With the changes we just made, they are no longer called "request_variables_attributes". They are now called "custom_fields_values". Here is a cool trick that will blow your mind! Go to a recently submitted Service Request. Once you've opened the Incident record, append the URL to have .json or .xml at the end. Like this:…

I see what you mean. The best suggestions I can make based on the feature limitations is to adjust the way the States are worded. Put whatever is separating the States at the beginning and follow it with the "Awaiting Customer" part of the language. While today it isn't possible to change the color of a State, or to scale…

You can! The link to the API docs for Service Requests is here: https://apidoc.samanage.com/#operation/createServiceRequest It's coded very similar to creating an incident, but you have to point to the correct Catalog Item ID in the URL. For example: (https://api.samanage.com/catalog_items/{id}/service_requests) 

The whole platform! All of the tables that host records, such as Incidents, Changes, Problems, Hardwares, Other Assets.... Hope this helps!

You bet! Glad it got squared away.

Oh good! All better, then?

Well that doesn't sound good! I would definitely take this through our support channel as that is not working as intended. (servicedesksupport@solarwinds.com)