errorqueen · IT Systems Manager · ✭✭✭✭✭

Might have just found the answer. Testing it now but by creating a group that runs concurrently, that could potentially run the tasks for each group on their own. If I'm wrong, let me know. 

I knew it was an obvious answer. Thank you so much! That worked!

I don't believe there is a way to do that but what you could do is, on the Service portal, make "Related Assets" visible. This way, on the form/ticket, the IT service desk can easily add the assets and it provides a search field with check boxes for all current assets. These will then be attached to the form/ticket in the…

I haven't tested it so not sure if it completely works, but I was thinking what you could do is create an automation rule. The automation rule would need several conditions so that it is specific enough to only affect a certain subset of tickets with approvals needed. And it will need a Time-Based Condition. You would also…

That would be the case, yes, if people are submitting tickets from a "New Ticket" or blank ticket form. The last option only works if you specify in the automation rule the category and subcategory of tickets each group of CC'd agents is assigned to. This would be configured in Setup>Service Desk>Categories. 

I might have figured out a different route that allows automation. First, you would create custom Field. I just did a mock one called "Contract Group". Then, you would create a custom form on "Contracts" and have the login to show the "Contract Group" when it is Maintenance. Then you would also add that field to show on…

Here is my suggestion. If you haven't already done this, I would put all of the Agent Users you are wanting these notifications to be sent to in a group. There are a couple ways you could do this. You could create an automation rule to send an email with the updates from the incident every time the incident is updated and…

I might have found an easier way that includes automations and fits your needs. When you add your computers, does it include the warranty status?

What is the role for the users? Administrators? Task users? Agent users?

You're welcome! I am looking for ways to automate it still. I'm not necessarily seeing anything so far but I will keep looking. Also, forgot to change the above picture to a Maintenance contract (it says software license). I saw you can add the Asset as an item on the contract as well if the asset is already on SWSD. I…

There's an option in the asset under the Lifecycle tab for "Maintenance" where you can select a Maintenance Contract or Create a New one. You can also access this through "Contracts" in the Procurement menu. When you open a new contract, you can enter all of those details there, including "Start Date" and "End Date". The…

It seems pretty fixed to me. At least I couldn't find any way to change it in my search of our Service Desk. That would be nice though to customize that.

Are the tickets resolved or still in progress? Or a mix of both?

What type of alerts are you wanting? Daily email reports? Alerts sent to the email when the IP doesn't report back?

Okay that makes sense. I am not sure that you can do field dependency for the assignee. You can make a workflow in the process that lists tasks for the assignee to complete based on conditions you set, but it sounds like you already knew that. It would be more manual than automated but it would be an okay temporary option.…

Just needing some clarification to properly answer your question. If I am understanding it correctly, the ticket is being submitted and then awaits approval in the process section. Once approved, you are wanting a field to appear with a checklist of things to do? But you don't want that field to appear until the approval…

You might have already taken a look at this but do you have this switch in your batch file? If so, that could be causing it. Not positive but was just doing some research and saw that.

I really appreciate the update. Thank you very much!

I'm not sure if you want that exact wording as it shows above, but when I put in {{state}}, it just showed the word "Resolved". If you wanted that exact wording, you could just add it yourself and put {{state}} wherever you want it to say resolved. Here is what I did: And here is the email notification I received:

Right, I figured that. I did a little research and some testing. The only thing I see that could possibly work is if you go to Analytics>Reports and then select the type of report you would want for Incidents. As far as I can see, there is not a way to filter by "View" BUT you could consider selecting the categories that…

Since you have them saved as a view, go to that particular view. Then, on the top right, there is an Action drop down. You can choose the option under export that says "CSV-Current View" (see picture. I'm not sure that there is an option to have SolarWinds email that. I will look around a bit more to see though.

You may need to submit a ticket so you or whomever needs it can get the organizational rights. But if you don't have any restrictions and you are set to "Manage - All" for permissions, and your role is administrator, I am not sure what other setting would need to be changed.

Do you have any restriction on your role that may not allow you to change it?

Well it appears it is happening to all 3 of us in the department as of today. We tried clearing cache. Tried different browsers. It still says we are successfully logged in but the console says login failed. Any suggestions for what we need to do to fix this?

I do not believe there is a way to do this without creating a custom field for site and department if you are wanting it in the custom form. Probably not the answer you wanted, but I don't see a way on my end.

Okay. I am not sure why it wouldn't be working. It sounds like a permissions thing because I just tested ours in 2.0 and it worked perfectly. I was able to comment on the ticket through Teams and when another Tech commented on it, I received a notification in Teams with all the comments thus far. Yet, I am not seeing…

The Site and Department are available in Settings > Global Settings > Service Portal. When you scroll down to "Incident Fields Settings", you can determine if you want that to be visible and if you want it to be mandatory or not on an incident. As far as its place in the custom forms, I believe, at least from the tests I…

The issue seems to have resolved as of this morning.

Are you using Teams 2.0? Or old Teams?

 @"ianduh" I found this video from SolarWinds helpful for explaining how to submit a ticket on the mobile app: The Requester Mobile App