SPSDude · Sales Engineer · ✭✭✭✭✭

Can you walk me through the experience a bit more? Are you successfully pasting an image into the edit, then hitting save, but the changes do not stick?

Try checking out this feature! This helps the form appear less linear and much more presentable. Setup > Global Settings > Service Portal

You can do this from within your enfironment as long as you're on the Professional plan or higher. Setup > Discovery & Assets > Assets Management

Hello @"smiller08"! I wondered the same thing when Dependencies was first released. While a Vendor shows up the the CMDB, it's showing up in the same way that a User does. Not all CIs in the CMDB have that same functionality yet. What you could potentially consider, is making a custom CI Type for Vendors in Setup, then…

Ahhh yes! I see... This widget doesn't allow you to change it's filters. The first view will show everything that isn't in a "Closed" status. This is by design since we want an end user to be able to re-open a resolved issue if they're still having issues. Once closed, they'll have to make a new one. However, I think any…

Are you referring to the My Tickets widget? Can you potentially provide a screenshot?

Oh great! I'm the dunce for assuming you were only showing me part of your command. Either way, I'm glad it worked!

Hi @"Lee.Durrance"! I got some additional eyes on it and what you're trying looks correct. One of our Engineers even confirmed that it worked for him. So we're thinking it may just be a formatting issue. From Engineering: " I need to see the exact command used. How is he calling the API? Does he use curl, or some other…

Hmmmm. I'm not sure. I think certain special characters are not allowed in the API, but I'm not 100%. We're reaching the edge of my API knowledge. I'll see if I can find a willing individual internally to support here.

Can you try the same but use xml? (and fix anything that I destroyed when trying to help migrate it to xml) <incident> <name>Test</name> <description><p>Testing</p>\n\n<p>Name: Lee Durrance<br />Email: confusion@gmail.com<br />Phone: (850) 555-5555</p></description> <requester><email>confusion@gmail.com</email></requester>

Hi there. Can you describe what alerts you're referring to?

And I see that you already have something with Engineering. Sorry I didn't see that before I responded!

I think this would be best addressed with support. That definitely doesn't look intentional! "Service Desk Support" <servicedesksupport@solarwinds.com>

Today you cannot manage the workflow via API. We would like to do this one day, though! While it isn't something you can bake into the features today, this is a great candidate for a feature request. thwack.solarwinds.com/.../feature-requests

The only thing I can guess is that this action is happening too close to when the user is being created. Can you test this with an update afterward? Or run the create very separate/after the user is created? What you have looks accurate to me.

So I don't know if you knew this, but you can add filters to an API request. You don't have to download all the users each time. You can leverage that filter and search. For example: https://demo.samanage.com/users?report_id=8992244&applied=true&email%5B%5D=sean.sebring%40solarwinds.com& If you can use this to search your…

Great question! We have API documentation for the Users table. See link: https://apidoc.samanage.com/#operation/getUsers But there is another table called Requesters! You can find the sneaky little table when you are in Setup>Users and then click on the tab at the top for External. You'll notice the the URL changes from…

You can give that a shot. If you're still seeing duplicate emails, try reaching out to support to see if this is intentional. Without seeing the emails myself, it's hard to identify which template is being triggered or why.

Hey there! I think we have you at the wrong product forum. This is the forum for the Service Desk product. Check out this link to see a list of all product forums and get this posted in the right place. https://thwack.solarwinds.com/product-forums/

Absolutely. You can still create local accounts within SolarWinds Service Desk. Take a look: What you may be having trouble with is that you're being redirected to the Azure SSO when you're trying to login, so you're not sure how to authenticate if you are not using an Azure account. That setting is in the SSO Setup: What…

[quote userid="288419" url="~/product-forums/solarwinds-service-desk-swsd/f/forum/93942/reopen-closed-incidents"]I have the "reopen resolved/closed incidents" option disabled.[/quote]You referred to this feature. That feature prevents end users from reopening tickets. We do not currently have any means to prevent a…

You can target a requester, or anyone really, with an approval task. Using this, you could leverage an approval in the service catalog to gain confirmation of receipt. 

You can create a computer record with information such as the Serial and provide a temporary name/title such as Spare or Stock. Once created, imaging that device will automatically update the name to the imaged name by looking at the Serial to target the correct record. Since the name/title will always look at the imaged…

Excellent! Glad it worked. :)

The feature you're referring to is intended to prevent a Requester from being able to reopen a closed incident. But I think that's a great ask. While it isn't something you can bake into the features today, this is a great candidate for a feature request. thwack.solarwinds.com/.../feature-requests

I'm not that great at scripting or API, but in my experience (using XML), here's how I have had success. Maybe you can translate this example to your script. <custom_fields_values><custom_fields_value><name>Application Name</name><value>SolarWinds</value></custom_fields_value></custom_fields_values>

You can also restrict folks from seeing it, too. There is more you can do in your role scoping on the normal requesters to prevent them from even seeing a Human Resources Service Catalog item.

I'm also not an expert at APIs, but what may help is adding the headers and parameters to the sections above the body. Then have the body only include your POST itself. Can you try that? I think the headers being included in the body are part of the issue.

This is possible! In the "Email Body Text" section of the 'Incident Mentioned' template, add in {{main_event}} I hope this helps!

I think that's a great ask. While it isn't something you can bake into the features today, this is a great candidate for a feature request. thwack.solarwinds.com/.../feature-requests