joeybrown · Director, Product Management · ✭✭✭✭✭

That's understandable. The good news is if you are only adding to the list of custom states then it shouldnt impact anybody's views. Even if you change the name of them it shouldnt break the filters but they will notice that its different. Sounds like the perfect change to make after submitting a change request for it 😜

Hi @codyRedmond , you arent missing anything here. You are right that currently the update record does not natively support adding tags. It's something we'll add to our backlog and try and address in the future because it does make sense to have there. Even if tags were supported, I think the best route is the custom state…

@Apeiser228 whoa, I didnt get any of these pings in my notifications. Sorry about that. I will try and figure that out so we dont run into this again. Regarding the issue, it looks like there are a couple different things here. One is you state that the agent is not reporting back in the 24 hours of uptime like documented.…

Jeremy is correct! @ryanSAII this is a good idea though so I would recommend opening it up as a feature request and we'll try and add it to our portal work we are hoping to get to later this year.

Hi @Apeiser228, This is happening because we dont do a check on the warranty each time the agent reports back. If we did this, vendors like Lenovo would shut down our API access in a couple of minutes. We do checks for a new warranty at asset creation and then batches to check for any changes after that. I'll have to get…

Hi @errorqueen, I am bouncing between meetings so this response might not be fully baked, sorry! There is a setting on each group about notifications. That is the first place I would check to see if that single group has that toggle off for some reason. The other items about only assigned user can complete the task, that…

@johnrlhunter hmmm, this could be for a couple different reasons and I think it would be best if we get a support ticket open for our team to dive into it with you. You can open a ticket via our customer portal https://customerportal.solarwinds.com/login or via email at technicalsupport@solarwinds.com.

@ryanSAII any way you can provide some screenshots of your workflow so we can try and spot the issue. Thanks!

@joegill while not possible today, I think this is a great request and one we will take into consideration as we look to prioritize better rich text editing in the future. I have no timelines right now but know its something we are tracking and looking to address. Thanks!

Thanks for making this request in THWACK! We are in the process of research and effort estimation for a check in/check out process in SWSD so hopefully we will be able to communicate better timelines in the coming quarterly product updates and or via THWACK.

@leos this is currently not possible. It's a good idea and one that we will want to look at later this year when we explore more into layout management which will allow you more control over all the fields on a page and not just the custom fields on a custom form. Just to verify the use case, are you looking for a field…

Hi @leos, this is possible today with our runbook functionality. Runbooks allows you to apply a set list of approvals, tasks, actions, etc on an incident adhoc and very soon via automations. Runbooks is apart of our Premier plan and helps to ensure your agents have the correct tasks in place to resolve the issue at hand.…

Hi @JDobbsy1987, right now its not possible to mandate the assigned to field during different stages in an incident lifecycle. This is a great feature request that I recommended opening so we can track it. We are investing more into automations and this could be something we include there or in our form layout work we have…

Hi @Aniket2409, sorry for the delay in response here. Since our move to the new community platform I think we've been missing some notifications and are working to get that resolved soon. To answer your question, there could have been some underlying issues that were causing this type of response with the API. If you are…

Hi, in this case it would not include Jon Doe. What we recommend is using the group assignment field, which is also supported in SLAs, so that way it doesnt matter who the individual assignee is the SLA will still apply based on the group assignment field.

Hi @BarnDarn This request makes perfect sense and something we will look to adding in the future when we continue our work on expanding our automation functionality. Speaking of expanding our automation functionality, we recently introduced the ability to run process integrations via automation rules. With this you can…

Hi, we are in the final stages of testing with a goal of early access to select accounts in February. If all goes well during early access, we will be looking at a GA in March. These dates can change based on anything found during testing. Testing for this feature is taking additional time because moving to the new tasks…

Hi @JoeyB, first off great name! When I got the notification for this post I got confused for a split second. Right now, permissions are available for that level of an object. We have in our plans to include field level permissions which would allow you to silo field updates to only certain users, groups, roles. There is…

@JasonMNGI I would recommend opening up a support ticket (technicalsupport@solarwinds.com) for them to help you troubleshoot what the issue may be. Something they will probably ask is if you have a spam checker in place that clicks links in emails. If so, it might be seeing it send an email to multiple people, think its…

Hi! The creation time in SWSD should be displaying whatever you have set as default in Setup - Account - Organization & Sites, or the timezone set on your agents site, and or what you have set as your timezone on your user profile. Can you confirm if any of those places, I would first look at your user profile, have it set…

Right now, the best way is to go to the queue and hover over each agent's profile. From there, they will see if the person is available or not. We have plans in the future to add better visibility for this and more control.

Hi @EddyG, I hope your end of the year review goes well! There are a couple different places you can pull this information for that conversation. Via Analytics - Incidents Over Time Set the timeframe to look back to Jan 1 2025 (or whatever timeframe you want) Resolution should be a month (you can do day or week if you want…

Hi, this release should not have removed the group assignment field for you if you already had it on, which it sounds like you did. Was the toggle turned off under Setup - Global Settings - Service Desk Settings? Just trying to figure out why it was that way for you. Sorry for any confusion it might have caused!

Just now seeing this as my notifications for the new community aren't tweaked just right yet. Sorry, you went down the troubleshooting path on your own and thank you for updating the forum with your findings!

Can you elaborate more? What type of work are you requesting of the API to work with other remote control applications? Is the request for more integrations or work on the API that is limiting you from work you are looking to accomplish? Can you elaborate on DRE Ghost? Are you meaning the unattended sessions with DRE via…

Fixed!

Thanks for pointing that out. We should be good to go now!

Thanks! Yeah, the new community is not allowing me to edit the links and we are working on getting them updated. Thanks for pointing it out!!

Hi @"samulski", we added the ability to turn this on and off in Setup - Global Settings - Notification Settings. Notification Settings Documentation

Thanks @"havens1515" for pointing this out. We are aware of the issue and are working on a fix. These pop ups are done with a 3rd party software and this is the first one we have done after releasing dark mode. We are working with them to make these links more visible while in dark mode.