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

Hi @"tfunasaki", I 100% understand the use case and this is something we plan on allowing in the future. This type of functionality won't be included in this release but this release is a step we needed to take in order to allow editing fields after submission. We also have plans later this year to begin working on task…

Thanks for the heads up! I will get this over to the correct team to fix. Yes, this page is where you can see what we have either in flight, research, or design for our SolarWinds Service Desk product. We try and update it every 1-2 months so everyone can be in the know!

@"acarter90" enhancing the text editor to support this and more is in our backlog with no ETA at the moment. Are you still looking to embed items from OneDrive?

Yes, with this release we will be adding the field logic to the service catalog. This will make it easier to show and hide fields based on previous selections. 

@"LoganJaxx" Hi! Are you looking to create the contract themselves via the csv and then update each one via csv? If so, we can look into adding it but it is a little outside of the csv update that we are working on right now. How often are you needing to import/update contracts? Thanks!

Hi all, we are starting to work on a new design for this problem that will do a couple things: * Change the menu labeling from Incidents to Tickets (in the future we will want to allow you to change it to anything you want. You can do this with ESM right now but we are looking to bring it to non-ESM accounts) * Introduce…

Would this column need to also be a filter or is it just for visibility?

Hi, we recently released the ability to reference custom user fields on a user record for approvals. The part of this use case that we do not, currently, support is the ability to reference a user selected outside of the requester field in the approval flow. Since the software is for another individual, wouldn't the…

Customers will also be contacted directly about this change via in-app notifications and potentially via their account team.

Unfortunately, there is no way for us to continue to support unlimited about of custom fields in filtering, sorting, and searching. This is a limitation that impacts all engines that handle updating databases in mass and is not unique to the one we use (Elastic Search). You will find that any and all platforms that have a…

You will still want to whitelist the new IP addresses to make sure they aren't blocked or marked as spam/junk. We do recommend every organization look into authorizing SWSD in your DNS so you can help prevent any unwanted emails and tighten the security within your organization. 

Hi, does this resolve this request? Once you select the value resolved it now shows a new field selection to select the resolution value. 

Great feedback and a lot of this has been noted by the team! One quick thing that we added to the release notes and documentation to make it more clear is that this release does not include the portal. Some of the aspects of the portal inherit work done on the agent view which is why it looks very out of sorts. Thankfully,…

Hi yall, engineering let me know that they are aware that the feature isnt showing up for our Advance plan customers and that they are working on a fix. We are hoping that it will show up in your accounts this week. I will update this thread once I get confirmation that its there for you. 

Hi @"JoshCrook" , we announced the move to a new email provider via multiple channels over the past couple of months. We communicated via THWACK, release notes, our Quarterly Product Review, via account management teams, and also in the platform via a popup. I am sorry if these channels missed you and this led to issues in…

Hi, the functionality you are looking for is localization which we currently do not support. The language selection currently translates system fields but we do have plans in the future to support localization. That way you can create translations for different languages across the application. I recommending searching our…

Hi @"tech_Brett" does this solve your request? documentation.solarwinds.com/.../responsetemplates.htm

iframes are currently not supported and is what we need to implement to support this. That work is what is in our backlog with no current ETA. The research has been moved around, due to other priorities, on if our current implementation of the text editor can support iframing or if something new is needed. The research…

Hi, you can turn it on via Setup > Global Settings > Service Portal > Virtual Agent. https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/serviceportal-va-01_virtualagent.htm

Hi @"havens1515" , in this first phase of sandbox we will support migrating/syncing over parts of the account to another sandbox account so you can test new configurations, workflows, integrations, etc. The sandbox account will be siloed to who you want to see it and it will not send out notifications to your end users and…

Hi - this is purely based on the fact that the discovery agent is a local agent that has permissions to access all of this information. With any discovery scanner you need to populate the scanner with credentials that tells the computer that it has permission to access such information. Even with the correct credentials,…

 @"JoshCrook" , thanks for the feedback and I am reaching out to your account management team to see where the disconnect was. While we resolve that, I would still recommend subscribing here and looking for those in app announcements to ensure nothing is missed. 

Hi, would using the following automation rule resolve this issue? You can adjust the conditions to meet your needs but the one attached is looking at the requester/commenter role is requester, the origin is email, and the incident is in either resolved or closed, then send a notification stating the the incident is closed…

There are no steps needed before Jan 12 or even on Jan 12. Phase 1 will have no impact on the current state of the way emails flows out of your SWSD account. Phase 1 purely just opens up the DNS records for our new provider so you can prepare for phase 2 which is slated in March. If your organization is at the SPF limit,…

First off, welcome to the THWACK community! Yes, in our plans to enhance the task management area of SWSD we want to allow you to use custom fields in task titles and also add custom fields to tasks themselves.

Hi @"tobyw_loop1", you should be able to block whole domains in the blacklist by just adding the domain to the list. Example: if you want to block @solarwinds.com you would just add Solarwinds.com to the list. Is that not working for you or is this a different use case?

Customer's will also be contacted directly about this change via in-app notifications and potentially via their account team.

Hi, this will not impact your ability to input and update data in a custom field on an object. If you know the name of the custom field, you can still call to that field on the object to insert data and fetch data. Where this will impact the API is if you use a filter in an API call to only retrieve certain objects based…

Hi both @"Boden" and @"aklzxv", I can shed some light on both of your questions. Some organizations do not want to run another agent on their devices or don't want to deal with deploying another agent. We found that some organizations are good with just the data coming from Intune and decide to not run our Discovery Agent.…

 @"acarter90" for some reason THWACK isnt allowing me to message you back in the DM you sent me but I wanted to let you know I got it and will look into the ticket. Let me see what we can do!