danielaharon · VP, Product Management

You can use permissions to restrict select categories to techs only. For example, the following will hide the Finance category from any user with the Requester role: You can use the action Create instead of Manage, if you prefer to only block creating new tickets with a select category on the portal. 

Per Sean's point, this ask is a good candidate for a feature request. Nevertheless, I would like to ask: What kind of automatic criteria would you have used if incident to service request conversion was supported via automation rules? Would you base the conditions on keywords, specific cat/subcat combinations, or something…

Here's the Orion PM's response: "Any alert variable can be sent but the assigned to value would be empty at the time the alert triggers. You could define a new property “assign to this team” and provide any value you need, then find a way for SWSD to identify and process" HTH

Yes, that is correct. Orion has the following properties: However, I checked with the Orion product manager and unfortunately, the above information is not available to the alert, at the time that the alert info is sent over to SWSD. 

@"tszilagyi" Roadmap - we don't share the full roadmap as a public doc for legal and other reasons. Nevertheless, there are three ways that we share more detailed information: 1. We periodically update the What We're Working On page (SWSD WWWO) with information about features on which work has already started (even if it's…

@"tszilagyi" Our roadmap plans include two future enhancements that could help your use case: * Triggering (and executing) multiple automation rules on the same event * Triggering automation rules on system updates (e.g., updates done via Update Record in an automation rule) We're hoping to deliver at least one of the…

@"Luksharp" Currently there is no user facing setting for removing the line. However, you can open a support case and a support technician should be able to switch it off for your specific account. 

@"Fabrice77" You can disable the auto setting of the ticket's state via Service Desk Settings: Then, in the workflow, use Update Record to set the desired state in the relevant workflow parts: HTH, Daniel

@"rkrish01" Is your question in the context of SolarWinds Service Desk or another product?

@"atron591" We are planning to add a Create Record action in the future to more easily address this use case. Until then, here's an example of how you can accomplish the above using Process Integration. For this example we will use two catalog items: * Onboarding: An employee facing new employee onboarding request. It…

@"dspidell" Unfortunately, the issue is not with the SWSD platform. The HP API that was used to pull warranty information, was unexpectedly deprecated by HP. There have been a number of requests by SolarWinds for HP to find a solution. There has been no alternative or ETA offered by HP to date. If possible, I would…

@"cdow2011" I'm assuming that you're referring to the Process Integration action in workflows. The recommended way to send such notifications, is via the Send Notification action. Here's an example: If you still prefer to add a comment via process integration: * Make sure that you have set up the SolarWinds Service Desk…

Yes.

Yes. Usually when we replace the libraries, it's because there is some new advantage. For example: performance improvements.

@"cjdguy" Apologies for the slow response. The first three numbers in the version string, represent the infrastructure library levels. The rest, represent the agent, platform, etc. Automatic updates currently apply to agent code (vs. infrastructure libraries). Therefore, your deployed agents are indeed pulling the latest…

Thanks for the additional details. As for implementing a solution: You are definitely welcome to submit a Feature Request/idea for this. A high number of customer votes for an idea, has significant impact on our prioritization process. You can of course also work with a third party to develop a script that would leverage…

@"abielvaldez" We are not aware of an existing solution that would address what you are describing. A potential direction might be to use a solution like Zapier. I would like to nevertheless ask: What is the problem you are trying to solve and what are the use cases? * Are you trying to handle an OOO situation or are…

You can register for a[nother] trial account (with a diff account name) for testing purposes. It should give you 30 days of testing. You will however need to connect the new account to Azure as the new trial account will be separate from your current account. 

@"rconiv" We are currently unaware of potential issues with this configuration. 

Hi @"LEET", Please post this question in the Orion platform forum as this forum is dedicated to discussions around the SolarWinds Service Desk platform. 

I looked at the support case. It seems that the issue with seeing the wrong custom fields has already been resolved. Could you please confirm? As for the priority matrix, we don't currently have a better implementation approach. However, we are working on a few enhancements that would make this process easier. I don't have…

Hi @"dyang916" Is your question referencing the SolarWinds Service Desk discovery agent (covered in this product discussion forum), or, are you referring to another SolarWinds product/agent? Best, Daniel

Hi @"prbal000" , There is currently no way to use a three column layout. We are currently working on a Dynamic Forms capability that would allow you to group custom fields together. Best, Daniel

Hi @"npa_ko" This does not seem like normal behavior. Please open a support case and we will follow up. You can contact our Support team at: servicedesksupport@solarwinds.com As for the automation you are trying to implement: Are you trying to use some sort of a priority matrix? Thanks, Daniel

Hi @"Amanda.Olson", There is not enough detail for me to understand the exact issue. However, I did see that you have opened a support case recently on a similar topic. Assuming that this question is related to what I saw in the support case: 1. You were trying to create an automation rule to reassign incidents 2. You have…