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THWACK Monthly Mission - April 2020

Community Manager

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I wish I could say it wasn’t a daily occurrence, but it is. Every day, we call upon our Service Heroes to rescue us from whatever befuddlement has befallen us. It’s embarrassing, and neither our heroes nor we would ever admit to it—but often, we are the cause of our own confusion. Our heroes never judge. They swoop in (their heightened senses allowing them to ascertain our needs, sometimes before we even know we’re in danger) to save the day.

The Service Hero walks among us, often blending into the “it” crowd, until she is called upon. Whether on her mobile device or her super-computer, she’s available when we need her. A master of communication, she fixes our issues and explains how she did it, magically making us feel both competent and in awe.

Sometimes they work alone, sometimes in a group—the Service Heroes are here to help across departments. In a bid to understand them better, and thank them for all they do, we’re delving into their world for a month. Are you ready to find out about the secret tool of our Service Heroes?


Start your mission -->


Use the mission’s resources to complete the tasks and answer the questions for a chance to win!

Correctly answer each question during the week and you'll be entered for a chance to win the weekly prize.

Correctly answer all 20 questions over the course of the month and you'll be entered for a chance to win the grand prize.

150 points are being awarded for each correctly answered question. There are 20 questions, which means you can earn a maximum of 3,000 points for this mission.

Want to join the mission, but not a member? Sign up FREE now!


Weekly Prizes & Drawing Dates:
April 13, 2020: Marvel's Avengers Waffle Maker

April 20, 2020: Tribit XFree Noise Cancelling Headphones

April 27, 2020:  Mophie Charging Pad

May 4, 2020:  Beginner Hover Board

Grand Prize:
May 4, 2020:  Mini-Projector


A new question will open every day (Monday - Friday) starting on April 6, 2020. Once a question has opened, it will remain open until May 3, 2020 at 11:59 p.m. CT. Check the schedule below for exact open/close times.


SolarWinds Service Desk is built to support ITIL best practices, and customers often start by using the product in IT. However, the flexibility and ease-of-use on the back end promotes an environment where other departments can offer services, fulfill requests, and resolve tickets, too. Tickets can be routed automatically to the facilities and human resources departments, but for this mission shortcut, we’ll simply assign a ticket to one of these groups.


Complete the mission shortcut between April 6, 2020 and May 3, 2020 to be entered to win a Nintendo Switch Lite!


Shortcut Steps:

  1. Start a free trial for Service Desk.
  2. Navigate to Setup > Users and Access > Groups.
  3. Notice you have other departments already set up for:
    1. Facilities
    2. Human Resources
  4. In practice, you should fill these groups with all the users who belong, but we’ll skip that here.
  5. Navigate to Service Desk > Incident.
  6. Click the “+” button to create a new incident titled, “Replace lightbulb in second floor kitchen.”
  7. Assign that ticket to the facilities group and click create.
  8. Take a screenshot of your assigned ticket and submit it here.
  9. Hypothetically, the facilities team has been notified, so they can now replace the lightbulb and resolve this ticket. Nice job!




March Mission Terms & Conditions: US, UK, and Canada | Germany | Australia

March Mission Shortcut Terms & Conditions: US, UK, and Canada | Germany | Australia

Level 11

WHOOOP WHOOOP!!!!!!!!! New Month New Challenge 🙂 

Community Manager
Community Manager


Week One's prize looks fun for kids!


Level 9

@rschroeder, for kids??


This would go great with my Darth Vader toaster!!




Community Manager
Community Manager

@rschroeder - riiiiight... for the kids 😋


Level 10

the questions fail to load, it looks like the provider that hosts the java script file responsible for the questions is categorized as shareware/freeware by our firewall, i wonder if others are going to have a similar issue...

the url is:

New Mission, and new prizes.   Nice.


Community Manager
Community Manager

@-_- Thanks for the heads up - i'm looking into it.


Also, I like your username 🙂

Level 12

Love the new mission. One of my favorite parts of the day, visiting thwack!

Have a go at it...

Awesome new mission, GEEKS!  Thank you!!  I always know I can come here for some learnin' and funnin'!

And @OliviaP, I ain't just for kiddos anymore!  Since my wife and I are practicing a keto-friendly lifestyle, I wonder how that nifty gadget would handle these:

Great for breakfast sammiches!

Level 10

Speaking of Avengers, anyone watching HULK and the agents of S.M.A.S.H on Disney Plus? My kids are addicted at the moment. Did not know how many flavors of HULK existed.

I could go for some waffles about now.

Level 8

Service desk mission my favorite 

Level 11

@poekbradley Flavours of hulk?  Do you mean how many different versions of the character?  Or was Hulk some random sweet in the US.

If we're talking versions of Hulk then;

Hulk, Red Hulk, She Hulk - Probably all I can think of...

If you're talking actors to have played Hulk;

Lou ferrino

Edward Norton

Mark Roffalo

An Aussie guy - (Cant remember his name)

Again all I can think of.  I know people will say that someone else played Bruce/David Banner in the original, but he didn't play Hulk itself, he was David/Bruce not actual Hulk.

I believe Hulk is also one of the few characters not to follow the marvel system of both first and last name starting with the same letter, as in some iterations he's called Bruce Banner, and in others he's David Banner.  Also you cannot watch all the marvel movies in order on Disney+, as Disney don't own the rights to one of the Hulk films, possibly even 2.  I think Sony own the rights to it.

Anyway, enough of my nerdism.


Is the video link for today's question correct? I didn't catch it mentioning the key points from the trivia question...

@undesired_result , link is correct (video is titled "Change Management 101").  In the video, @KMSigma does mention the answers but does not mention them with exactly the same wording as the answers in the question.  The answers are also listed on the screen and while not exactly the same as the question, they are similar enough that one should be able to extrapolate.

Hope this helps...

@janobi If I were to guess at the "flavors of HULK", I'd offer that includes all the comic book characters over time, the recent Marvel Universe movie characters, the TV shows (including cartoons and human actors), and the Disney Agents of S.M.A.S.H. characters.

There are five different "hulk" characters just in S.M.A.S.H., and the story line visits the bad guys of the Agents of C.R.A.S.H., perhaps with Hulk-like characters per this reference:


@asheppard970 good stuff, thanks!

@rschroeder , @janobi , @poekbradley all are true Hulk geeks, I give you that.  Probably my best memory of Hulk was from the 70's series with Bill Bixby as David "Bruce" Banner and Lou Ferigno as Hulk.  Banner is talking very calmly (for the moment) to another character and says something to the effect of:

"You don't want me to get angry.  You wouldn't like me when I'm angry."

And, of course, we all can guess what happened next.  I don't follow Hulk as closely as you all do but I appreciate the dichotomy that the character offers: more than hinting than there is an "alter-ego" inside us all that is just wanting to break free.

Oh, no, look what I!!!!!!

Ah, I can't!!  It's another EARWORM ALERT!!!

Classic Queen.  

Enjoy and stay safe!


[EDIT] new link...didn't realize that that was the "karaoke" video.

Level 11

@rschroeder - I was never a comic geek as a kid.  Although I did love the original Hulk show, the films have been a little hit and miss at times, but the newer marvel universe stuff is pretty great.  Although i'm still trying to work out how they stopped Galactus the eater of worlds.  Silver surfer was his envoy in the films I believe, don't think we ever saw Galactus though.

Never seen the aforementioned Agents of S.M.A.S.H, and when I first read it, I thought it was the agents of S.H.I.E.L.D  I think i've caught this on kids TV once or twice, but not actually watched the series/shows.

@janobi  My original exposure to the Hulk was back in the mid 1960's Avengers series.  The animation quality was no match for classic 1950's cartoons like Bugs Bunny or those made by Tex Avery designed to be shown in theaters, but it beat watching a test pattern at 6 a.m.

Here's the intro to The Hulk:

The complete set or introductions from the Avengers series:


But when you mentioned the Silver Surfer I was brought forward into the 1990's version from the Canadian Broadcast Company's Saturday morning TV show called "Reboot!"  Some characters were memorable, others . . . not so much.  Their version of the Silver Surfer was named Ray Tracer.  I thought him quite the smooth techno-Aussie, but his competence and way of thinking he was a pretty smooth operator with the ladies left him a little flat in my mind.  

See a review of Reboot! characters here:

One of several Ray Tracer Wiki's is here:

For the 1990's and early 2000's, Reboot! was a pretty smooth bunch of CGI.  Some of the music and characters really worked well for me.  The oversized red hound named Frisket was every boy's combination of best friend and super-charged V8-powered hero rescuer.





Level 12 today's response/reply to the answer.

Week 1 questions all green.  That Avengers Waffle Maker might be a welcome switch to my regular staying-at-home-and-working-remotely-due-to-COVID-19 breakfast.



(Kudos to @yumdarling for repairing my ability to upload images!)

Level 10

Your answer is correct, or not correct, maybe true or false... I mean, way to go!

Level 14

I feel like the question and answer today was a bit too confusing.  It could have been worded differently. 

Level 11

Thanks for the question today. I didn't even know we were up to ITIL 4, so I learned a few things.

Level 11

WHOOO HOOO an all green week!!!! Common lasty! 🙂


This is good... ITIL was a good idea when it started back in the 90's and being updated some is also good.  It was one of the first successful attempts to get everyone in business to speak the same IT language.  Good topic.  It's one of the good things Remedy used in it's ticketing system.  I've used it for years but lived with it too... not all good.

Level 9


@yumdarling There seems to be no link

Level 10

Agreed hroesch01 , the hint link seems to be broken.


Level 7
Community Manager
Community Manager

@hroesch01 that's what I get for trying to be clever.


All fixed 🙂

Level 9

Don't you hate it when you don't read a question all the way through and answer too quick....then you end up with the dreaded X....ugh

Nice questions this week.


Looks like the hint for #10 requires you to create an account to brightalk to be able to get to the content.

I just entered in generic stuff into each field since I don't need another source of marketing email.  Data validation was nil so random typing in most fields works....then you are in.


Level 13

+1 on not wanting more marketing emails @Jfrazier 

Thanks for that tip.

Level 12

BrightTalk is a mix of presentation types.  Some are marketing, some are demos, some are interactive, some are philosophical.  I have registered and worked on my profile to ensure I see mostly interesting items.  Note that sometimes just looking at a presentation's page registers you for that presentation, which is reeeeeeally annoying.


I'm actually glad there isn't a bunch of trick questions in this round.  I'm way more busy now than normal since so many people are working from home.  I have people contacting me all the time hey Bill I'm not in the office today and "working from home" could you help me do X?  It's insane!  What a bonus right?  I'm being a little sarcastic.

Level 9

ecklerwr1 +1 for "working from home".....

Level 12

@yumdarling noticed Week 4 Day 18 is 'active' and dated Apr 22 



Level 9

Related to today's question for any Atlassian stack users like us, it integrates to cloud and not server or datacenter (unless I missed those somewhere in there). 

Level 11

Todays question is a little sneaky.  There are technically 2 valid answers, but it'll be dependant upon what the actual issue is.  Or at least that's how I see it 🙂

Level 8

@janobi, i personally wouldn't remote into a user's computer without fully understanding the user's issue

Level 11


Yes exactly, also depending on the issue, E.G - Virus/malware etc.

I understand the question, ITIL and what it is trying to acheive and propose, but it's just not a very well worded question IMHO


I don't know about you all but with all these people "working from home" I've been busier than ever at the office!  I can't wait for everyone to come back to work.  I'm afraid, though, that some people really don't want to go back to work!

Level 8

Monday's question was unclear. 

Level 12

Today's question Tuesday 4/28/20 - I only found one answer not the other two....  It does not specifically say that it can do those things.

Level 9

@melonizame I can't specifically answer your concern without giving away the answer, and @yumdarling please remove these comments if you think it gets to close to giving it away, but remember that everything isn't exact wording from the question. They want you to read and not just Ctrl-F. If you are so inclined re-read the paragraphs for Technology Beyond IT and Focus on the Employee Experience.

Community Manager
Community Manager

@tmumaugh  I love it when y'all help each other! You keep being your awesome self.

Level 12

(Trying not to give away answer)

@tmumaugh and @yumdarling 

I totally understand about the CTRL-F but my argument is it doesn't specifically tell you ...  I see quotes around meaning someone said it, not like a bullet or table stating this it what is does, not what people(person) say about it.

Oh no, I messed up, First miss this month on any mission.  Boooo

About the Author
Been around computers (in one form another) since the 70's (I'm an old dog but I can be trained!). My first experience with a computer was the Radio Shack "Digital Computer Kit” that my dad gave me in 1977 and, which, I still have! That was also the same year I started programming on the TRS-80 Model 1. My dad then gave me a TRS-80 Model III (yes, the one with the cassette data input interface!) and my induction to IT was complete. Since then, I have built and torn apart more machines than I care to count; been around the (U/LI)NIX and Mac worlds but I'm a PC/Windows nerd to the core; got into networking in the '90s and took to it like a duck to water. Now, I work for a contractor of the Federal Government doing….oh, wait, um, if I told you I’d have to, well, you know! ;-) I love being a part of the SolarWinds community because the people, products and processes are da best! I learn; I hopefully help others learn; and I very much enjoy this place we call THWACK. Spare time I play the Chapman Stick in my Church's praise & worship group; I enjoy radio controlled modeling, mostly airplanes; love to travel with my wonderful wife (Hawai'i, some of the 48, Canada, Mexico so far but looking to hit Europe & South Pacific soon) and see family/grandkids.