joeybrown · Director, Product Management · mod

Hi, are you also the overall assignee of the request or just of a task in the process? Also, are you looking at the request in the incident index or the task index?

Hi, if steps 1-2 are done in the process via the service catalog request, than step 3 is totally doable. You can do it via the process integration action in the process. Here is some documentation on how to accomplish creating a new ticket Process Integration - Create New Ticket. We have create a new record action in the…

Hi @"dehaege", your use case is one that we are seeing more and more and have found the Discovery Scanner, the agentless network scanner, should resolve your issue. As long as the thin clients are spun up and keep the same key identifiers (serial number and or Mac address), then we should be able to keep them up-to-date in…

Hi @"jstolley", glad to hear you got the integration setup and running. The company issued checkbox is something that we are not syncing over from Intune and is default checked when a mobile asset is created. You can update these either one by one by clicking on the mobile asset - edit - uncheck the Company Issued. You can…

Hi @"MitchKiah" and @"aklzxv", I replied over in the updates page you both linked to but wanted to mention it here too. The Intune integration will not update any fields on devices that are running the Discovery Agent or were brought in via the SCCM integration. It will also not erase any of the data that either of those…

Yes, that is the plan. 

Hi @"dickie", this is something we are working to close with Microsoft. It has to do with the way they built the integration and the way our app consumes the data. We hope to have some progress throughout the year. 

After a little testing, it looks like the condition sets aren't in the group. Here is a screenshot from my test account showing the condition inside the group. From the looks of your screenshot, it seems that the condition set is on the same line as the group. Can you confirm the tasks are in the group?

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.