Comments
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OK So they had me make a new Credential & Process Integration with the below settings and it worked oddly if you add the additional header info into the process integration inside of the Automation it wont work but inside the Credentials section it will. Credential: Name: Solarwinds API - Automations Additional headers…
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I've been working with them and they are not able to replicate the issue on there end so far I'm scheduling a second call with them (hopefully this afternoon) for them to get me to try a few more things. Assuming we locate the issue I will update this post.
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Hey Everyone! I have figured out how to at least prefill the Subject line of a Generic Ticket. It does not look like any other feilds are addressable this way. /incidents/new.portal?name=Pre-filled
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YES!! this is needed.
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see below
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@SolarWinds_Worldwide_LLC looks like this feature is broken!
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@deric.hensel This may be a overhaul for you as it was for us also to get around this limitation we acutely streamlined our Category & SubCats and in a few cases spun up custom Cat 3 were we needed extra detail for reporting. So in our case Category defines if its a Request, Incident, Change, Or system alert. Doing this…
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@jaybird @JDobbsy1987 Not sure if this will help but this is what we do to address this issue. We have an automation that checks Closed/Resolved tickets and if there is a new comment posted on them we sent a notice to the associate letting them know the ticket is closed and if they need additional assistance to open a new…
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Love this would also like the Contents of the ticket we are merging down become a comment into the primary ticket
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Yes i would like to see this also so if a outside vendor is using a ticketing system of their own we are not getting ticket after ticket but instead consolidating them into one.
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Thank you @SolarWinds_Worldwide_LLC for making this a Labs feature!
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We are using this work around also but having a real sub sub category built into the system would make running reports far easier as we would only have to target a single item VS several manual sub sub categories.
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Tickets opened by email seem to keep their source colour formatting. This is an issue for us as the ticket's text is black on a dark background making the text unreadable with out pressing CTRL+A to highlight it.
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We use pager duty and trigger this though service desk automation but a better integration would be better for sure!
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This would be great to have Id love to be able to partly fill out a service request (in the Portal View) for someone and send them a URL that keeps the values I filled in.
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Yes please manually making sure the cat and sub cat are the same before merging is a pain it should auto update to what the parent reflects as and continue to update if the parent is later changed.
