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

Hi @"Fireball1800" , this might be on a delayed job on our end which is why they didnt show up right after the import. If they arent created yet, I would recommend opening a support ticket (technicalsupport@solarwinds.com) for them to investigate. If you get a support ticket open, can you please come back here and post the…

Hmmm that is different then the way I would want it to work. I have confirmed that is how it works today and I have added something in my backlog to make this easier for you. I might look to changing the Me functionality to support this or adding a new option of {{current logged in user}}. I have to get with engineering to…

Absolutely! You will want to click on Edit View -> Filter Tab -> Add Attribute -> Service Request -> Yes/No. Unless you mean how can you filter the incidents based on the service catalog item they were submitted by. If that is the case, you will follow the same steps above but use the Catalog Item filter. Let me know if…

This is currently possible by using the Service Request filter. We are developing quick filters and a better way to switch between incidents and service requests and are hoping to have it in early release soon. 

Hi @"Apeiser228" currently there is not a native sandbox environment for accounts. This is something that is in development with the goal of releasing early access later this year. The sandbox functionality will be only available in our Premier plan when it does release. For the short term, what we suggest is opening a…

Sorry for the delay in response. Right now, these are not exposed to the API and we have added it to our backlog to add it. 

Hi @"Ryaan" , have you looked at using the Me selection under the filtering? All of the filters that are looking at the user or group table have a Me option at the top of the list. When that is selected, whoever is logged in and viewing the dashboard, saved view, etc should see themselves in the filter. Let me know if that…

Hi @"shivkba" , can you please elaborate on the problem you are looking to solve with SolarWinds Service Desk?

You're welcome! Great to hear it was a quick find!

Hi @"FrankHere" if right now its assigning directly to you then there is an assignment rule somewhere that is doing it. There are multiple places this can be taking place: * Setup - Service Desk - Categories (default assignee on category, subcategory, and or in the default assignment options on the bottom of the page) *…

Hi @"nwhite-efg" , currently you would use a multi pick list field and manually write out the users you want in the list. This allows the user to select from the list but since they are manual entries (text) the system would not be able to take action on them like adding them to an approval or task. We have a new field…

@"nirali.shah" , I dont think the data you are looking for is available in the API. I will reach out to our engineering team to confirm and if its not, then we will try and plan to add it in the future. Just curious, what is the problem you are trying to solve and or use case? Joey Brown - Product Manager

@"jaybird" I tried responding to your direct message but it wouldnt let me send it. I just looked at the ticket, thanks for sending it, and engineering found the issue and its on the Team integration. We have a team working on a fix for it. I know you already fixed it on your end but wanted to let you know the update on…

I understand the not being able to wait any longer. Can you send me the ticket number so I can go take a peek at what engineering is finding. Thanks!

Hey @"jaybird" , have you opened a ticket for this so our support team can help? Unless there is a restriction on the user you are testing with, I can't think of why the IT Software and IT Hardware subcategories wouldnt be populating. 

Hi - we now have data masking native in the platform to help prevent this from happening. I am pretty sure that we mask this data in attachments when viewed in the platform and I think that includes attachments on comments. We also cover PII in certain fields depending on which plan you are on (Advance vs Premier). Here is…

Engineering found the issue and it will be reverted in the next deployment. The change was introduced with the work we are doing to introduce dark mode. Thanks for pointing this out yall!

TL;DR - This is due to the way we use our custom forms functionality to populate custom fields in the details tab. This only impacts the fields in the details tab and the fields/inputs in the request inputs are not effected by changes to the catalog item. We see this as something we can fix and are looking at versioning as…

Hi @"ITSM" this seems more like a feature request which would go into our feature request area. Either way, you'll be glad to hear that we are working on this now. Our goal is to allow automations to auto attach/replace runbooks on incidents so you can have the runbook waiting for the agent when they go to work the…

Hi @"jcousineau" not sure if someone has gotten to you yet but the best place to send any bugs is our support team. You can reach them via the SolarWinds customer portal and or by emailing them at technicalsupport@solarwinds.com. 

Hi @"AbdullahOT" in order to best help, are you able to provide screenshot(s) of the roles you are having issues with? Thanks!

Hey yall, I sent this over to my engineering team to see if there was a change and why. I'll try and update this thread when I hear back. 

You're welcome and glad it was something quick!

Hi @"errorqueen" , you will want to make sure they have the permission to read users. This will allow them to have access to the user list to then add them as a cc and also @ mention them in tickets.

Hi, we recommend subscribing to our status page to be on top of any issues we are handling and also planned maintenances. https://status.samanage.com/

Hi @"DKessinger" , we have heard this type of requests multiple times and are slowly working our way to better support the use case. Recently, we allows agents to change request fields post submission which gives them the ability to append data like the manager score you mentioned above. The only thing missing here is that…

Hi @"rshoemaker" , thanks for the write up on your use case and it makes sense that you would want tasks and tickets to be in either in a certain state, like on hold, until a certain date in which they are actually needed. Right now this isnt possible directly in our platform but might be possible with using the API and…

Hi @"jaredkline01" not sure I am following what you are trying to do here. Is there a reason the request would start with a service request and not just be created via the change catalog in the first place? I am not questioning that you dont have a valid use case here, just trying to understand it more. Thanks!

Hmm weird. Let me get with engineering in the next week or two and see if that is expected. I thought and think it should only impact newly created service requests and not even ones in flight. 

Hi @"JoeyB" , first off, great name! This should not be happening when it comes to service catalog requests and would only be happening if these fields are apart of a form and dynamic form rule that gets put in place on the request post submission. I know this post was from 2 months ago so I am wondering if you got this…