havens1515 · IT Service Desk Manager · ✭✭✭✭✭

This is possible with permissions. You need to restrict T1 from seeing tickets assigned to T2. They will still be able to re-assign tickets that are currently assigned to T1 and change it to be assigned to T2.

I have gotten requests for this from users as well. I thought I put in a feature request for this, but it looks like I didn't.

YES! I agree with this 100%. It either needs to re-order the categories IMMEDIATELY (as in, before they are even shown) or not at all. I can't even count the number of times I have clicked on a category, only for it to move last second due to the "smart suggestions".

OK, it lets me upload a screenshot here, but not above for whatever reason. This is the current state. IT should have the computer mouse, and Finance should have something like a dollar sign ($)

Being able to enter a datetime, and not just a date, for Due Date would be great!

If this is implemented it would have to be an option that is able to be set. We (and I'm sure other organizations as well) have a single "local" account that we use as essentially a backup administrator account. This account is also used to sync with Azure AD, so that sync doesn't break when people in IT leave the company.…

After doing some work in Automation Rules yesterday, this would be very useful there as well.

Requester's Manager would also be a good addition to this list

I was thinking the same!

This is *almost* doable with automation rules. But selecting the commenter is not an option for "Assignee".

Upvote the other item instead of creating a new feature request for what is already the most upvoted request. SolarWinds obviously already knows that it's a highly desired request. Making another identical request is not going to help.

This is actually possible. I know because I have this report. * Go to Analytics -> Reports -> Incident Management and select "Incidents Volume Breakdown" * Click "Add Filter" * Select the "Parameters" tab * For "Group By", select "Origin" * Set the rest of the parameters and/or filers as you want This report can be a bar…

If this is added, there needs to be an option to disable it or have it as a permission. I could see this being abused.

They can be deleted. You need to hover over it, and there is a trash can on the far right.

This is already a request. And the most upvoted request on the platform right now: https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/i/feature-requests/service-desk-dark-mode It's also one that is not likely going to happen: "Hi, at the moment implementing a dark mode is not in our near term plans.…

This is useful for users who have changed their name, and therefore have an email alias for one of their names. Consolidate those 2 email addresses into a single user.

I've got a similar, but different, request in. Both of our requests would be solved by the simple addition of allowing Automation Rules based on CSAT responses. https://thwack.solarwinds.com/products/solarwinds-service-desk-swsd/i/feature-requests/automatically-close-requests-with-satisfied-csat

We use a chrome extension to get around this limitation, but it would be nice to have it built-in

You could just make subcategory mandatory

This comes into effect more when doing a search when "merging" tickets. Using that search to find the incident you are looking for is extremely difficult, unless you know an exact ticket number.

I've also had at least 1 user request the ability to customize their columns in this view. Had to tell her that it was not possible.

For anyone seeing this in the future, I found out why this is happening. In Power Automate, on the step to comment on the ticket, so to the "Settings" tab and disable "Asynchronous pattern." When hovering over it, that option says: "With the asynchronous pattern, if the remote server indicates that the request is accepted…

For anyone who sees this, I was able to get this figured out. I tested it in a Service Provider which we are no longer using, before making the change in our active Service Provider. I did as I mentioned in one of my last questions... * Disable the "Reopen Resolved/Closed Tickets"* This keeps closed tickets closed when…

Thanks for that. I just copied and pasted the second paragraph of my post into an email to that address.

Feature requested: thwack.solarwinds.com/.../return-to-a-previous-step-in-a-process

Feature requested: thwack.solarwinds.com/.../return-to-a-previous-step-in-a-process