michael.clark · ITSM Solutions Engineer, SolarWinds · ✭✭✭✭✭

Hey there @errorqueen ….at this time, only SAU role can see the progress of workflow actions within the ticket. One possible workaround would be to add a Send Notification action after each task. The Ad Hoc notification can be used or a template to add the title or assignee of the task. Great feature request! Thank you MC

Lol.....goodness there's the plan right there. ;-)

Hi @"acarter90" the State of Forwarded is considered a Closed type of state. I believe the original issue of showing Active has been resolved. I hope this helps! MC

Hi there @"lumber" .....for a follow up process, you could use automation rules to send notifications to requesters or agents when it has been awaiting a response for a certain amount of time. This may help your use case and examples are in the administrator guide here…

Hi there @"mwpdwllp" ....the SolarWinds Service Desk email templates only allow for system variables. HTML is not supported. I hope this information is helpful!

Good day @"Sheppie" You can go to the incident table view, filter for the ticket in question, and click Actions > Delete and place check mark in box. Ideally, you would not delete the incident but resolve as Aborted, for example. It will require an admin role to complete. I hope this information helps! Thank you MC

Absolutely....to test you can remove the Site and Department mapping, check that users are brought over, and confirm. One other item is ensure the box for Create Users if They Do Not Exist is checked and click Update.

Hi there....for user provisioning, in most cases the issue is there is not a match between SWSD Sites/Departments with Azure. Please open a ticket with servicedesksupport@solarwinds.com and they will also be able to review the configuration. I hope this information helps! MC

In addition, here is the link to our documentation for Process Integrations. https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/integrations-processintegration.htm 

Hey there @"jasonisrael" and than you for the question! Our product team demonstrated a similar use case in our Q1 2025 Product Update meeting. You can watch the video on demand in your customer portal here - https://customerportal.solarwinds.com/virtualclassrooms/sd/7763 The team shows an example using Process Integration…

Link to documentation below but it's basically a two step process. Create a Custom Form in Setup > Service Desk > Custom Forms, with title of Incident 2025 for example. Then add custom fields to that form while ensuring to click 3 dots to Show in Portal so a user will be able to see the field. Once the form is created,…

Hi there Karen....for widgets, we do not have the ability to configure "open in same browser". When using a custom message widget and configuring a URL link, there is the ability to set " we are able to set that value though. Not sure if that helps your use case/question but wanted to highlight the feature based on your…

Hi there....make sure to mark the custom field as Show in Portal. 

Hello there...for ESM, you will provision users with an additional SWSD enterprise app configured with an admin JSON token from the service provider. Your IT provider is already configured so you would add another SWSD app in Azure/EntraID or OneLogin and assign users to the appropriate roles for the new service provider.…

Hi there...the priority for tickets is a global setting however, you can use custom fields for Impact/Urgency and use automation rule to set the priority based on Impact/Urgency.…

I would suggest clearing your cache in your browser and see if you have the same results. If you do continue to experience this behavior, please open a ticket with servicedesksupport@solarwinds.com and that team can review. I hope this information helps! MC

Hi there Steve....for provisioning users to service providers, you just need to add an additional enterprise app in Azure for SWSD and configure the integration for the Finance service provider. For each service provider you add, you will need to add an additional SWSD app and configure with JSON token from an admin within…

Hey there Neo....this information was in another THWACK post about Incident creation via API. Apply the same logic for changes to create a change or other asset. Follow the API documentation for each module. When I'm first testing a POST, I like to start with just the required fields. For an incident, that would be the…

That may be a limitation of the Service Catalog ad hoc emails not allowing outside emails. Service Catalogs are accessed via the portal so it makes some sense that outside emails would not be allowed. You could try an automation rule to perform the same thing. Or create a Group for 3rd Party Vendor and add members that are…

Hi there....instead of using the email address variable for the requester, you can use the built in Requester variable to send ad hoc emails.

Hi there @"Fireball1800" ! Couple of things here....the new service provider should show as Enabled. Also, the Owner that was set for the new SP is the only Administrator in that provider. That person would set the Roles for another admin, service agent users, etc. in the Setup>Account>Roles and Permissions in the new SP.…

To confirm it is not something else, I would generate a new token from the IT service provider. We also have templates now that will create multiple dashboards for popular KPIs. If that sounds like something you would like to test as well, please email your account manager and copy myself michael.clark@solarwinds.com.…

Hey there @"cdow2011" ! I would generate a JSON token from an admin account within the IT service provider in order to connect PowerBI. https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/powerbi.htm 

In my experience, it can become difficult to engineer for a user's behavior. The internal process as well as using a First Response SLA may be able to drive the appropriate behavior. Just a thought and you are correct, automation rules are not able to add comments. 

Your example of FCR process could be supported with Custom Resolution Code like Solved (FCR) and you can make Resolution required. https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/incidents.htm 

Hi again! First Response is calculated with the First Public Comment from the agent to the Requester in the ticket. You are correct that if the first response was not entered at ticket creation, status update requested, and response provided with Public Comment, then yes the calculation will be the difference in Created…

Hi there @"cdow2011" ! In SWSD, the First Touch Resolution is part of the Incidents Management > Incidents Statistics Over Time template. The way FTR is calculated is when an agent opens a ticket, there are 2 states - New/Closed. If creating a ticket and choosing Closed status (a password reset call for example), that is…

Hi @"VeraAdmin" and thank you for your patience. I verified with engineering the correct mapping would be IsSoftDeleted > Disabled. If you continue to experience an issue with users Disabled in AD do not reflect Disabled in SWSD, I would suggest opening a ticket with servicedesksupport@solarwinds.com and allow that team to…

Checking with the engineering team to see if a ticket is required. Thank you for your patience and I will reply as soon as I have an update. MC

Hey there PJ....according our documentation, please ensure no cells contain over 32,767 characters. Please review and let us know if this corrects the issue. Thank you! MC https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/csv-import.htm