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

Hi @"lujoki", the first part of this work which is better bundling of the software titles is planned for the second half of this year. Moving the software titles into the CMDB will most likely start in the beginning of 2023. This timelines can change based on priority and bandwidth. 

100% agree. The move to the CI data model will allow you to have more levels to categorize these items. If you go check out Setup - CMDB - CI Types, you'll see exactly what you'll be able to do once the move is complete. 

Hi y'all, I can add some clarity here. The way we discover printers via the Discovery Agent is by pulling in any printer driver that has been added to the computer. This isn't the best way to collect printers and leads to printers that might not be managed by your team to be added to the system. On top of that, it's hard…

Can you please send me a private message with your case number? I will escalate it on our end. 

Hi, Thanks for bringing this to our attention. Our engineering team is looking into the issue and what changed between Big Sur and Monterey that would cause these issues. If you haven't already, I recommend opening a support ticket either via the customer portal or emailing technicalsupport@solarwinds.com. This way we can…

Hi @"StanJarensky", Great to hear that things are going great! What you are probably running into is a permissions issue with your techs not being able to see the user list. What you will want to do is grant them permission to read the user list. So the action would be Read and the Subject is Users. Let me know if that…

@"lujoki" my plan is exactly what you are thinking. I want to bundle all software versions into a single parent CI which you can then see all the versions under it. I plan on doing this work in the Software area first before moving them all to the CMDB. Would you be open to have a call about this as I work on the design…

Hi @"lujoki", Currently the only way to make them a CI is to manually create the CI with the information. We are working on adding all assets (Computers, Other Assets, Mobile Devices, Software, Contract, etc) to the CI data model so you can easily attach them to other CIs and build out your CMDB. This work is ongoing with…

Sorry for the delay in response. Custom fields do not show up when creating a new change catalog item and only show up when requesting a change. This is something we are working towards changing with the move from process fields to custom fields. So while you can not see the custom field while creating a change catalog…

Good to see that engineering was able to fix the bug that was introduced when we released the new ticket design on the portal. While I understand wanting to have the platform form look the same as the portal, the feature is designed to change the portal view and not the platform view. We do this as some fields need to be…

@"lujoki" is it a custom field or a process field? Custom fields can be seen in the index view but process fields can not be seen in the index view. We are actually working towards turning all process fields into custom fields to fix this problem along with other problems. 

Hi @"[Deleted User]", There isn't a way to automate this via automations but you can do the following: * Create a reoccurring scheduled service catalog item to run every 3 months (I know you said 6 months but I'll explain later why I am recommending 3 months) * In that service catalog item you can have a task that fires…

@"MattShafer" You are able to send email notifications to task assignees when there is a new task created for them or if a task was reassigned from or to them. You can find these under Setup - Service Desk - Notifications. You will be looking for the three options named Task Created via Incident, Task Created via Workflow,…

Hi @"cjdguy", This is actually a bug that was introduced in the last release. We are currently working on a fix and hope to have it resolved soon. Joey Brown Product Manger - SolarWinds Service Desk

Hi@"Boden", I am the product manager that is over the asset management portion of the service desk app and I'm glad you brought this up. You are right that getting this type of information out of our app isn't the easiest. We have historically broken apart each version of a software to give you complete visibility into…

 hmmm. It sounds like you are doing everything right. Shoot me an email and lets see if we can get on a call to look this over. Joey.brown@solarwinds.com 

Hi @"jknott", you should be able to see the custom field when you request the change catalog item. As of right now, you won't be able to see that custom field until you click the request button to begin filling out the form. On a side note, we are working on merging process fields into custom fields which will resolve this…

Yeah I should have mentioned that you need to be an admin to turn this feature on. Your manager might not know that we released that feature, so hopefully they turn it on for everyone!

Hi @"cmetzler11", Under Setup - Global Settings - Service Desk Settings, there is a toggle to enable Live view of new incidents. This will make it so you are presented with a refresh option in the index when there are new incidents like you would see in Linkedin, Facebook, etc. 

Hi, Currently custom widgets are only for the incidents object. What data from problems are you looking to see on the dashboard? Joey Brown

Hi @"ChuckApps", Just wanted to update you that we have restored the following functions: - Arrow key navigation for date selection boxes, enter to confirm or tab to confirm and jump to the next field, default to [TODAY]. - Add Alt + Enter functionality to Create button similar to comment entry. - Restore Enter key…