TheZeak · Service Desk Team Lead · ✭✭✭✭✭

Can I further this request to be able to automatically create tickets for asset recovery.

This function already exists in service desk. You need to use the Custom section of Operator between conditions of the Automations. Here is an example.

Only downside to this it will only work on tickets moving forward not past ones.

OK so. I've had a look at your issue and there is no built in way to do what you are looking for BUT you can create it. So step one is to make an automation that Tag's all tickets created after your business hours. Here is an example. Now that you've added a tag to each ticket that is generated after hours you can create a…

This is an awesome idea given we use SSO and the default email does not account for that at all.

True it does not add them to the CC line but you can update the Roles & Permissions to grant them access to see tickets they are @'ed on we are using that. Here is a copy of our Permissions for Incidents we use for all non-IT staff in our Org.

Let here it for markdown!

Love this idea and it would be of great help in many places.

What about your API documentation specifically related to Service Desk.

A feature request I'd like to see also inside of the new tasks is the "Post to related Incidents" check box so that when your adding a note to the task you can have it automatically added to the parent item.

I've discovered a second issue with the new tasks that completely breaks how we currently use task. Currently we have Groups set up work act as Task Queue's for example: New tasks separating out Group Assignment from Assigned to (User Assignment)which in and of its self isn't an issue. However making an Assigned to…

The Source Details page in the new Task feature is fundamentally incomplete because it does not provide a direct link or button to open the parent item. While it's helpful to display information about the parent item, the inability to quickly navigate to it significantly reduces the feature's usefulness. A direct…

Looks like their API Support's everything other then the attachments hope this helps SolarWinds ITSM API - getContracts

100% i whole heartedly agree with you

Having it on Computers & Other Assets at a minimum would be a Huge win for us as we lend out things like headsets and Ergonomic assets. To be honest its one of the features that Snipe-IT offers that has had us looking at there solution more then once in recent months.

@Lauren.Okruch @joeybrown The Check Out/Check In Does it apply to across the board for Computers, Other assets, & Mobile Assets? or just computers as shown in the example?

This has been previously asked about here: Obtain usable URLs for partly pre-filled Incident forms - THWACK I posted on that comment about the One and only field you can currently target by URL hope it helps.

I'd Suggest regex101 they are great! regex101: build, test, and debug regex

I do not know if any direct way to integrate these two but it looks like you might have some luck using a 3rd party tool to link them. SolarWinds Service Desk Hudu Integration - Quick Connect - Zapier

yes this would be nice to see.

There really isn't much difference between them. At our company Service Catalog items are for when you know before you start what the issue is what that set of instructions you need to follow and Runbooks are for when you have a ticket your working on and after you discover what the root cause is you add in the set of…

We do this also. having it hardcoded though would be better!

@j_mitchell We manage something similar this though an automation anyone who belongs to our Executive Office department who puts in a ticket automatedly has the priority of the ticket kicked up to high hope this helps.

Are you perhaps using Solarwinds HelpDesk VS Solarwinds Service Desk?

Yes the Asset management needs support for equipment rentals as well as consumables!

Due to this issue. We actually cooped the Category field and treat Incidents & Requests at the Solarwinds level as the same thing. by doing this it gave us the ability to streamline things for our end users also as the category and sub category power the catalog items on the portal. Additionally, it allowed us to expand…

Can you give an example of what field you are referring to? As we made fairly heavy customization changes to our portal View.

YES! Please make this a thing

More or less yes all of the Tiles go to Service Catalog items and as use the Category dropdown to determine i a ticket is a Incident, Request, Or Change instead we do not care if the ticket comes in as a Solarwinds Incident Or Catalog item. Additionally, the catalog items linked to the buttons have automation set on them…

@choyrack We had the same issue as any ticket that is in status Resolved or Closed we do not reopen the ticket & sadly if someone who was CC'ed on the ticket posted a comment they were in the dark about the ticket being closed, as we could only send a notification if the requester of the ticket added a comment. Now that…