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

We are reviewing the process and I hope to have an update as soon as possible. Thank you!

Hello there...I have posted this question to the engineering team to determine next steps for troubleshooting. Please stay tuned and I will respond back when I have an update. Thank you! Michael

Hi there....my apologies, you would use GET /hardwares for all computers and the Owner field is there.

I believe you would have to pull the computer by ID and then extract the email address from Owner.

Hello there....based on our API documentation, it looks like the email field is the way to pull the owner for the asset.

You may be able to use the time condition based off of the custom field for how long the user will need the loaner.

Hello there...one suggestion would be to utilize custom state like On Loan. Once the ticket is moved to that state on the ticket, an automation rule could be configured where the current state is On Loan and it has been 30 days since last update (assuming the changing of the state to On Loan is the Last Update), the Action…

Hello @"[Deleted User]" ! The discovery agent populates the Asset Name. If you rename the computer, the agent will pick up the change. Have you tried to force update from the computers where you changed the name? "c:\Program Files (x86)\Solarwinds Discovery Agent\agent\ruby\bin\ruby.exe" "c:\Program Files (x86)\Solarwinds…

Hello there @"abhishek-robomq" .....in order to see the custom fields, please create the Dynamic Form Rule to Show the custom form. Setup > Service Desk > Dynamic Form Rule and click the plus sign in the top right. Enter a name for the rule, choose Change from Scope, click the plus sign to choose Action, name the Action…

Hello @"ldodge".....custom forms contain custom fields and do not have the Rich Text capability like the description box in Solutions. Once thought would be to leverage a Service Catalog form which does contain a Rich Text description field like Solutions. As far as editing the html for Solutions, that is outside the…

You probably have this setting in Setup > Global Settings > Service Desk > Categories > Default Notification for All New Incidents. I would check that setting and turn off or change the user.

One suggestion would be to create a site or department called VIP and add those VIPs. That way you are able to scope the Site or Department for the SLA rule. Another suggestion would be a Category called VIP and create an automation scoped for Object Created > Incidents/Service Requests, Condition > Requester = [VIP…

At this time, the default or system fields are not editable either in moving these fields or adding custom fields in the area where the system fields are displayed. This would be a Feature Request for SWSD. I hope this information helps. Thank you!

Hello @"helpdesk_survivor"! You could also leverage the Description box of the catalog form to display the "model/OS specific packages" the user would expect. An example is below in the screenshot and let me know of further questions. Thank you!

Hello Jasbir! Our API documentation is located here https://apidoc.samanage.com/ and the API token information is here https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/token-authentication-for-api-integration.htm. The documentation for Other Assets displays the GET call and the…

Good day! At this time, Custom Form logic applies to Incidents, Problems, Changes, etc. You are correct that for Service Catalog items, you would need to add the Custom Fields for the specific request. We do have a Feature Request open to add the functionality for custom forms to apply to Service Catalog forms. There is…

Good day! In order to review the mail handler side, I would suggest opening a ticket with servicedesksupport@solarwinds.com and allow that team to review. I hope this information helps! Michael

Good day! Our SWSD API documentation has all of the commands available for API integration and is located here - https://apidoc.samanage.com/#tag/Hardware/operation/updateHardwareById In addition here is the API token information from the Administrator Guide for SWSD…

One issue I found as an administrator with the Global Setting turned OFF for Resolve at workflow, was the agents were used to requests resolving automatically when the workflow's last task was completed. We had many tasks that had to be completed as part of the workflow and the last task completed auto resolves the ticket.…

Hi there Jack....when I administrated the SWSD at the hospital where I came from, we actually utilized a Custom Incident Form that displayed 2 custom fields - Hardware Issue / Software Issue. Choosing either one would Hide the other (so users did not choose both issues :-) ) and Show another Custom Drop Down to identify…

Hi there Stan! Just so I understand the use case for testing on my side, you have a ticket that is in a Resolved or Closed State when the tech attempts to change the Requester? Also, if you have a ticket number for the reference above, I can also check with support in order for that team to review the backend as well.…

Hello there and thank you for the feature question! You are correct on the functionality of the My Tickets view for Requesters. SWSD provides the "pertinent" information/columns for the user and at this time, is working as designed. This would also be a fantastic Feature Request, if one has not been opened already for the…

Hello there @"john_morse"! The expected behavior is if a user is Disabled in AD/Azure, the account is disabled in SWSD. Have you opened a ticket at servicedesksupport@solarwinds.com for this issue? This will allow the team to check logs and may ask for Azure configuration screenshots.

Hello @"Chitra.Saha" and thank you for the great question! The Service Catalog would be the best method to address an onboarding workflow. The initial steps would be to create the fields the requester would fill out for the user to be onboarded. Once the fields are configured, the next step would be to configure the…

Also, I like to use Regex101 website to test my keyword searches. After testing the multiple words and taking the spaces out between the words and |, it works.

Hi @"cskeller07", you could try only one word to test your rule. If successful, you could create 2 separate rules. documentation.solarwinds.com/.../automations.htm

One more note on this is that UA property ID is configurable when Creating a Property. Click Advanced Settings and there will be the sunset message for UA ids. Just click the toggle on the right to enter the UA number and create your connection there. Example below from my sandbox account. I hope this information helps!

Hi @"lucaspac"... Google is sunsetting the Universal Analytics on July 23 and there should be a Feature Request open to add the new Google Analytics 4 to SWSD. We should be able to meet the July 23 date for the process change.

Hello! In reference to the Assignee information, incidents have a Detail tab where that information is displayed and can be modified/reassigned. Hope this helps!

Your basic automation would have Trigger = Comment Added, Condition = Keyword with the keyword value to check, and Action = Add tag with value to add.