lholtorf · Lead Service Desk Coordinator · ✭✭✭✭✭

Simple insert section break line would be better than nothing along with Formating for headers. Thanks for thinking of this!

Yes I have heard about using the security but it would be nice to just have a "Visible" box at the catalog item and then check box for a group or users that can see it. Different method for same results (and I think easier).

What product is this geared to? Orion, Service Desk or others?

Have not tried to verify but, yes I could see that being needed.

Also same request 3 months ago from another customer: thwack.solarwinds.com/.../add-impersonate-user-button-to-swsd

Just tried a bit sceptical that they would leave that off and sure enough it is not in the drop down option. Upvoted this one.

Have suggested reports for Requesters. Many like to see all the request for the year or month to show the work or issues they have had and reported.

Like this - add another piece to this is that while this is a training issue, many times they write a comment in the Survey that really should be a comment within the incident. Such as this has not been resolved. Without looking at the Survey on a regular basis you might miss these comments that they still have an issue.

I believe this was resolved with the use of Custom Fields

Great idea!

Thank you for sharing @"calebdk" ! I will go and find that field.

Or make it an option so the service agents can have the same option for dynamic forms based on category?

@"craign07" Acutally I thought this was a duplicate of one I added to view the the Requester within the ticket when scrolling. Your print screen is to add requester of the View Headbar. You can do that currently by modifing the view. Click on Edit View, Columns and then find Requester as one of the fields to check. You can…

They have this listed on the Working On list - thwack.solarwinds.com/.../wwwo

Is this different than going into the "Portal View" and copying the link when you click on the "new ticket"? I have added links to the "new ticket" in documents to users on how to create a ticket incase they want to go straight there and not go to the Portal and then click "new ticket". Also have seen users bookmark that…

Solved - Appears to have been add with the changes in the latest release if not sooner.

Is the user looking at an attached PDF or clicking on the button View Report to the report and reruns the report at the time it was clicked? Example I have a report that sends a PDF to a requester and all they can view is the PDF without more security. Users like myself can click on the link to the report but if I have it…

I would agree that resetting the SLA timer if you reponded to a person is a good idea. Maybe an option for setting to say reset timer on/off so a company has the ability to do it or not?

Yes - edit but also disable fields that you want to keep for historical purpos but not use anymore - or maybe use again in the future.

Are these really used by your organization or were they just groups that came with the software? If not used at all, you should be able to delete the group so you do not see it in the list or change the state to Disable.

@"ChipCreely" Do you mean the solution of an incident?

Also reported through Request - thwack.solarwinds.com/.../add-dashboard-as-option-for-home-page-and-landing-page

Similar to SLA Refinement - https://thwack.solarwinds.com/t5/SolarWinds-Service-Desk-Feature/SLA-Refinement/idi-p/589492

Yes to this (reply email with attachments/photos) and there needs to be a better way for handling attachments. There is the option for attachments for the comment, incident. Would be great to view all the attachments in one location instead of scrolling through the ticket.

Found out that there is a way to filter on this but it is not kept up to date.

Had this request from staff entering Purchase Order information where much of the details are the same but just the vendor name changed. They would love to be able to create one request and then Clone it and just change the Vendor contact info.

FYI - This looks like is on the Coming Soon list - thwack.solarwinds.com/.../wwwo

Similar is the SLA rule. It does not restart when the ticket was closed and then reopened. I believe I have seen Feature Request to address this also.

Similar to a request I placed a few months ago - https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/i/feature-requests/provide-an-option-for-survey-notifications

@"[Deleted User]" The mobile app seems to take the default view you have from the web portal view. Are you trying to make a different default view from the App from the Website?