Documentation forSolarWinds Service Desk

Dashboard

Your Dashboard contains a great deal of information, therefore we have divided this topic into subcategories.

Below you will find links to each subcategory. You can review them in the order provided or simply click on the subcategory to go directly to the topic of interest.

Your Landing Page

Once you log in to SolarWinds you are taken to your landing page, also known as your SWSD Dashboard.

This real time view serves to visually track, analyze and display key performance indicators (KPI), metrics and key data points to monitor the health of your business, department or specific process. The Incident widgets auto update every 1-5 minutes and all other widgets can be updated via the refresh button on the widget or by refreshing your browser.

Take a moment and get to know the different areas found in your dashboard.

Getting to Know your Toolbar

At the top of the page you will find several icons that provide useful information.

  1. icon - By hovering over the menu icon, the Service Desk menu is revealed. 

    The menu is divided into 3 sections

  • Most Used

  • All Services

  • Additional Services (Not used regularly) 

  1. icon -  When you click this icon, a new window appears that displays all the product updates. 

    This icon is only visible when there is new information to share.  Once you have clicked and read the updates, this icon will disappear until new updates are available. 

    Here you can:

  • Find discussions

  • Additional related articles

  • Ask questions

  • Follow the page

  • Review My Requests

  • And more

  1. icon - Enter keywords into the search bar to navigate directly to areas such as:

  • Incidents

  • Catalog Items

  • Solution

  • And more

  1. icon - This is the chat icon.  An engagement channel between you and your end users that allows direct communication. This results in faster resolution times as you are able to obtain all the information you need quickly.

    Icon settings:

  • As the icon is currently an outline, there are no active chats in queue

  • The blue background signifies a chat is waiting in the queue. Select the chat icon to accept the chat

  • By accepting the chat, the chat is now assigned to you.  From here you can assist your end user, create an incident (which includes the chat transcription) or end the chat.

  • The number in red represents messages received from the end users

  1. icon - This is the notifications icon. If you have new notifications, you will be alerted by the red number.  Notifications are received regarding:

  • Incidents received

  • Incidents resolved

  • Incident new comment

  • And more (reviewed in the Administrator Setup section above - once determined publishing medium, there will be a link provided to the relevant section of this guide)

  1. icon - The create new icon opens a dropdown menu where you can create new:

  • Asset

  • Catalog Item

  • Change

  • Computer

  • And more

  1. Your avatar.  If you have not yet entered a picture, the default account will reflect your initials . By clicking on the avatar you created (or default account image) a dropdown menu is revealed.  This menu includes:

  • My Account - Let's you access your account details

    New incoming record can include Incidents, Tasks, Approvals etc.

    Click here for more information regarding the OOO feature

  • Support - Links you directly to our support page. From here you can:

    • Access many KB articles and additional guides
    • Contact our support team via chat
    • Simply call your local office
    Community - Discovery the community resources that includes:
    • Resource articles
    • Product announcements
    • and access to our support portal
  • Go to Portal View - Direct link to the Community Portal where you can ask questions and have valuable services and articles at your fingertips.

  • Keyboard Shortcuts - Simply click to see a key of the shortcuts offered
  • Or Sign Out

The rest of the real estate on your Dashboard is made up of several buttons and many widgets. Below we introduce you to the details contained within.

Your Dashboard

Beneath the toolbar you will find several buttons to help customize your view.  On the left you will see:

Icons

icon reflects your ability to view options such as:

  • Rename
    • This options allows you to create a new customized view of your dashboard.
  • Save Changes
  • Set as Default
  • Share
    • Administrators and Service Agent Users can select to share their dashboard. For more information about Shared Dashboard, click here.
    • Anyone viewing the shared dashboard will not be able to save changes, it will be with view only permissions.
  • Save as New and more
  • We recommend you open your dropdown menu to review your options.

When you see an option such as Save Changes, it may be grayed out. This means this option is not available to you at this time.

On the right there are several buttons:

offers a dropdown menu that allows you to customize your dashboard with the key factors that are relevant to you. 

This icon allows you to create and save new views of your Dashboard. To access these views in the future, simply select the down arrow beside the Dashboard title and a dropdown menu of saved views appears.

Allows you to view your Dashboard in full screen mode.

Gives you additional tips on how to best manage your dashboard.

To get the most out of your Service Desk we recommend you customize your dashboard with the widgets that provide the most pertinent details to aid in your daily workload.

We have over 90 widgets for you to choose from including Inventory, Contracts, Risks, Service Desk and many more.

  • Select which widgets you would like to appear
  • Drag and drop widgets to organize your view
  • Add and/or delete widgets and much more

You can also create multiple widgets of the same type to save you precious time. As your side edit becomes more complex, the ability to duplicate the widget allows you to enter and edit as needed.

Let’s review some important widgets:

  • Incident Trend Reporting - Helps you track your overall efficiency by looking at the number of submitted tickets versus closed tickets for a given time period.

    • Example: Identify agents or departments that have a higher than average number of unresolved incidents over a period of time.  Based on this data you can look for root cause.

    • Use case: Service Delivery Managers use this to identify origins of incidents.  With this data they can align resources to upgrade hardware, systems, or determine root cause of incidents.

  • Service Agent Reporting - Review performance of service desk agents to assist in areas of improvement on an individual basis. 

    • Example: Multiple departments are responsible for delivery of services, by comparing departmental performance you can determine which service each department should provide.

    • Use case: Service Desk Managers can be assessed via the Incident Throughput Reports.  This is an assessment of the # of incidents created, opened or closed per Service Desk Agent and assists in understanding their overall workload and effectiveness over a period of time. 

For additional information about your dashboard click here

Some widgets can be edited to modify various settings.