hboyd · AM · ✭✭✭✭✭

Removing a runbook via automation rules is supported in case it helps. Part of your runbook steps could be to update record in a certain way so that we can use it as an automation rule condition to trigger the removal.

There is a setting here you might want to check which will auto-resolve a service request:

Go to your form and make sure Show in Portal is selected for those fields.

The approver's notes will live under the Approval task in the ticket's Process tab: The approver can also respond back to the approval email chain to give a comment separately from the approval note. Lastly, you likely want to turn this setting off which would auto-resolve tickets when the process is completed:

It would likely be best to group those tasks under a concurrent group, that way those tasks can be worked side-by-side instead of sequentially.

There is a section specifically looking at email logs - https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/email-logs.htm If you do not find the email you'd expect there, you can open a ticket with support - technicalsupport@solarwinds .com

There are no agent builds specific to a site, but the computer assignment rules may help you. You can define the conditions (domain, IP addresses, name prefix, etc.) which would automatically assign the assets to a site & department.…

There is no default setting to lock a ticket, but there is an icon in the top right which will show if another tech is in the ticket as well as a notification under the comment box if someone is actively typing a new comment.

You could set a filtered view to pull tickets assigned to me and closed within X time range, then bulk export that list of tickets from the Actions tab of the Incident page

Which edition do you currently own? The Advanced and Premier tiers have a change catalog with the ability to add custom fields and workflow items. documentation.solarwinds.com/.../change_catalog.htm

If you look at the Organization level in Global Settings > Service Desk Settings, you'll find the option to enable ticket forwarding.

Hi Francis, custom asset statuses are currently available - documentation.solarwinds.com/.../custom-states.htm

A Quick fix is to go to Setup - Global Settings - Service Desk Settings and disabled the "Assigned to field displays only users and queue members" option. Our engineering team is working on a fix to be deployed in production that will revert the account back to the previous selected option (on or off).

Can you first check in Service Desk that there are subcategories nested underneath the parent category you're selecting? The only time this should show is if there have not been subcategories created in the Setup section. documentation.solarwinds.com/.../categories.htm

Hi, Are you registered in the SolarWinds customer portal (https://customerportal.solarwinds.com/)? If not, please contact the admin for your account or your SolarWinds account manager to assist with getting you registered. There is an Education & Training with great training resources and both live & on-demand classes that…

Hi, If you are on the Advanced or Premier tier, this is possible to do through the automation rules (https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/automations.htm/automation-rules-setpriorityusingobjectcreatedttrigger.htm). You can choose conditions that once triggered, would…

Navigate to Setup > Global Settings > Service Portal to uncheck the box below

You can set the max attachment size under Setup > General > Options, but this setting is in MB not KB.

Priority types can alert managers when a ticket is not assigned after a certain time period: Setting Priority Types and Alert Triggers However, I believe we can alert the whole group via a workaround with Action Rules in the Processes section (Customize Process by Adding Action Rules): Criteria would be Tech is blank &…