chazzy_chazz · Solutions Engineer · ✭✭✭✭✭

this one will work fine

Hi @"karenn" Unfortunately, automation rules cannot be triggered based on tags. But, as you already have categories and subcategories defined, I recommend setting up the automation to trigger on those instead. For example: when a ticket is assigned a specific category and subcategory, the rule can automatically assign it…

Hello @"rahulsiddu" For WHD you are right there are no APIs available for FAQs, I would suggest you to raise a feature request here: thwack.solarwinds.com/.../feature-requests

Hello @"rahulsiddu" Refer this link from where you will get access to all API relevant to FAQs(Solutions): apidoc.samanage.com/

Hi @"blor" Thank you for reaching out. Currently, it is not possible to export the entire process (Tasks, Groups, Approvals, Condition Sets, etc.) into a user-friendly format. However, if your goal is to reuse or apply an existing workflow to other catalog items, there is an option to copy the workflow from one catalog…

Hi @"michael_mason" , To grant access to changes to end user, you need to complete two configurations: * Ensure that the catalog you want to populate for the end user is set to "Show in Portal" in the catalog page. * Provide read access to the change catalog in the user roles, as shown in the below image. Please let me…

Hi @"SteveH4737" I’ve checked this in my demo account, and the state field is visible. Please refer to the image below. If it’s still not visible on your end, I recommend raising a ticket with the support team for further assistance.

Hello @"JChikonko" , Yes, the mass deployment of the Discover agent for asset management in SolarWinds Service Desk has been successfully implemented by several users. Here’s a brief guide on mass deployment: documentation.solarwinds.com/.../discovery-agent-installation-massdeployment.htm

Hi @"gehowell" Local users can use this native URL: https://[YOURACCOUNTNAME].samanage.com/login?native=true

@"SM_MCC" When using SolarWinds Service Desk for creating an Onboarding Staff Request workflow, the following steps and checks can help resolve the issue where the finance user cannot see their assigned task: Verify Workflow Configuration * Workflow Setup: * Ensure that the Onboarding Staff Request workflow is correctly…

Hi @"Jubril1336" , Yes it is possible with the help of DRE proxy. What is a DRE Proxy Agent? The DRE (Dameware Remote Everywhere) proxy agent is a software component that acts as an intermediary between computers on your network. It allows technicians to remotely access and manage machines that don't have a direct internet…

Hello @"nrt866" , For efficient software assignment and license tracking during offboarding, consider manually adding software entries to the "Other Assets" tab. Create specific software types within other assets and assign them to individual users. This approach simplifies identifying which users hold licenses for…

You're right, screens can be hypnotizing! I'm happy the solution worked for you!

Hi @"helpdesk_survivor" , While it's not possible to hide the requester in service catalog or incidents, you can disable the "Request on Behalf Of" functionality if users are creating requests for others. This prevents users from submitting requests. Here's how to disable it: Go to Setup. Navigate to Global Settings.…

Hi @"DB75" , To display different forms based on chosen category and subcategory, you can use dynamic form rules. Navigate to setup > Service desk > Dynamic rule and here you can create dynamic form rules to showcase your forms based on different conditions. Refer below images.

Yes, that's right! The "Created At" field will automatically be filled with the date and time the import is done. You only need to fill in the mandatory fields, which are "Title" and "Requester". You can leave other fields empty for now.

Hi @"AriGR" , By reservation system you mean application run on a web browser and don't require any software installation on the customer's device ? If yes then SolarWinds service desk will be perfect fit for as this one is SaaS based application.

Hi @"atema" , I get this one, The process integration where you are heading Setup > Integrations > Process Integration is where integrations are managed , that's not where you set up the actual workflow. Here's the breakdown: Credentials Setup: Head to Setup > Integrations > Process Integration. This section is for…

Hi @"atema" Absolutely! You can use APIs to create incidents under service catalog. Here's how you can achieve this: Process Integration: Under service catalog you need to leverage process integration to create incidents via APIs. API Access: This link provides access to the relevant APIs you'll need to utilize for this…

Hi @"sleepykat" , Absolutely, It's possible to create multiple tickets via CSV file! Here's how you can achieve this using the CSV import option: Navigate to Service Desk > Incidents > Actions > Import here you can import your CSV file and from this link you will get CSV template which can be used to fill out all your…

Hi @"errorqueen" , In SWSD assets can not be selected automatically while you create ticket on behalf of someone or any requester creates tickets, there are two workarounds that can streamline this process. 1. Asset List During Ticket Creation: When creating the ticket as a requester , If you are listed as the owner of an…

Hey@"itice.allegany" , You can definitely search tickets based on asset details! In "Search Tickets", there's an "Advanced Search" option (see image below) that allows filtering by asset number, model, serial number, and custom fields.

Thanks for reaching out @"burtonj6" ,To resolve this issue, you can try following options: Option 1 * Download and run the new license reset utility as Administrator * https://downloads.solarwinds.com/solarwinds/Support/LicenseReset.zip * Password is (without double quotes): “burn/purify” * Run the installation again, as…

Hello @"MORGAN702"your email address is linked to your account name. To change your tenant name, please submit a ticket to our support team at technicalsupport@solarwinds.com. Additionally, I recommend that you forward all emails from helpdesk@xxxxxxxx.samanage.com to your support email address so you can have your own…

Hi @"vze29tgr" this option is available under incident's action tab, refer below image.

Hi Thanks for reaching out. I suggest you to follow this guide: documentation.solarwinds.com/.../helpdeskconfigureoutofoffice.htm

Hi, Thanks for reaching out. You can achieve this report requirement via Incidents Over Time report template, customize this report as per below screenshot and make changes to timeframe to make it daily, weekly and monthly view. You can also put filters see report on incidents resolved during those timeframes.

Hey Jack you can change the size by going remote desktop>view>size refer below image