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

Hi! Glad you were able to figure it out. The main attribute we match on is serial number and then Mac address and name after that. So if you have two computers with the same serial number, which is highly unlikely, we will also drop down to the Mac address and computer name to see if its the same computer or not. Let me…

Hi @"Matt.Brosemer", we are excited to have you on board and congrats on the plan to go live next week! Woot Woot! Right now the only integration with Dameware Remote Everywhere is via the incident to send the session link for the end user to join. Our team is currently working through the next phase of the integration…

Hi @"robert_glinke", the file size limit for attachments is 25MB. We have it capped at that size due to email limitations and don't want for an email to not go out to an end users or agent because the file is too big. If you need to attach something larger then 25MB, we recommend hosting the file on an external source…

Makes sense. Currently, this is not possible and would be something we would need to add in the future. As a workaround, I would recommend having the created at column active on your incident view so you can easily see the creation date. 

Hi @"bigpapabear5000", are you looking for the creation date to be appended to the title or a date field that is in the service catalog item?

Hi, you might be running into an issue with something like Safelink "clicking" through each button in the email, which tells the application that the link has already been used. We introduced a way to turn off those buttons in the email to avoid this from happening. You can see more about in our documentation here.

Hi @"barrycuda72"! This is something we would want to open a ticket for with our support team. They can help you troubleshoot the issue and get engineering involved if needed. You can open a ticket either through the Solarwinds Customer Portal or by email technicalsupport@solarwinds.com. 

Hi! You are able to delete any user that has not logged into the service desk and you are only able to suspend any user that has logged into the service desk. The reason we do this is for record retention. When you suspend a user, they are no longer able to access the service desk, their names don't show up in user…

I recommend going with the CMDB option. This will give you more flexibility to add custom fields that you need for your customer records and allow you to easily connect them to other CIs in the system. Here is the documentation around the CMDB and how you can create custom objects for…

Hi! There shouldn't be a limit and if there is it's extremely high. I have a dropdown, for testing, that has 90,000 characters and 10,000 lines(options). God speed if you have more options for a dropdown than that!

Any time!!

Yes, unless you want an action to happen if it isn't selected. In your use case, I would leave it blank. 

That looks great besides the stop process under the On False. What that would do is completely stop the process from moving forward to the other tasks if the condition is not met. 

Hi @"alitton"! Yes, this is possible by using condition sets in the process to only fire off those tasks if the selection is made during the submission process. You can check out how to do that in the documentation documentation.solarwinds.com/.../service_catalog_admin.htm

Hi @"NJL", once the modern theme is turned on you will see the portal designer option appear right under that. The portal designer is available for accounts on the professional and enterprise packages. 

Hi, this is actually been made possible with the new dynamic forms and field logic functionality that was released back in early April. With dynamic forms and field logic you can either have completely new custom forms appear based on selections or individual fields. We decided to go this route instead of implementing the…

Hey @"MitchKiah"! I am with Sean on this one and we should get this over to support as it looks like a bug.

Hmmm they may be related but I think not. Can you DM me the ticket number so I can look into it?

Hi @"cdow2011", this is a bug that we are working on fixing. It was missed during all the beta testing and our own internal testing but we are working to resolve it. The plan is for the dynamic forms to function the same when converting the incident to a service request the same way it works when creating a new service…

To make sure we are on the same page, when you say service requests created before 4/3 are you saying the actual catalog items or the requests that were created from the catalog items? Our plan is to bring back the request_variables array for the requests that were submitted before 4/3 and all newly created requests will…

Yeah, this is one that we should have caught and added to the documentation so you could easily make adjustments. We are looking at adding the "request_variables" back for the old tickets but moving forward all fields will be under the custom fields area. Same goes for the date format. We are working to add the old…

Hi Mitch, just got an update from engineering, that you'll probably also get in your support ticket soon, that they are testing a fix for this now. If everything passes then we can expect it in the next deploy. 

Thanks for the running list Mitch! I just checked with engineering and it looks like they are working through these issues. The main one they are working on right now is correcting the issues of the UUID showing up in conditions which I was just told they have completely resolved! After they resolve that, we are dedicating…

Hi @"MitchKiah", thanks for starting this thread and bringing this to our attention. We have received a couple reports of this happening to customers and I first want to say, sorry that it happened. We obviously aim to not have these types of things happen during releases but sometimes we miss the mark. Our engineering…

Hi @"KimberleyL", we are having some performance issues this morning but are working on resolving them. Our status page will be updated when we are back up and running https://status.samanage.com 

Hi @"kfarmer", There isn't anything that I know of that would be causing this issue. I would recommend opening a ticket with our support team so they can take a closer look. You can open a ticket by emailing them at technicalsupport@solarwinds.com or chatting with them using the in-app chat function located on the bottom…

The issue mentioned in this post shouldn't be an issue anymore. The issue we used to have was the agent was not signed by Apple by that has now changed. If you have an older agent downloaded, we recommend downloading the new agent by going to Setup - Discovery -…

To add onto what Sean already pointed out, we have plans to fix this by merging all objects (users, computers, software, vendors, etc) into the CMDB so you can relate all items to each other. It's a process that is going to take some time so I also recommend Sean's approach of creating the Vendor as a CI directly in the…

Absolutely! Since the main identifier in SWSD is the email address, you can create users manually or via a csv import and then have them sign in via Azure SSO. The steps to setup Azure SSO are located in the app and also on our Success Center: Azure SSO Setup

Hi @"rufus00", what you are trying to accomplish should be possible so I am not sure why its not working. Please open a ticket with our support team so we can let engineering take a look deeper into the issue. Thanks!