Documentation forSolarWinds Service Desk


Click for Notifications


Configure the email notifications sent to both your technicians (service agent users) and employees (requesters) based on your selected preferences. 

Anything configured here will mirror the notifications received via the mobile app.

E-mail Notifications

You can customize the notifications sent to both your assignees and requesters based on the selections defined in this section. If the requester option has been selected, you can also have notifications sent to the CC’d contacts on the incident.

Notifications are sent on based on the selections made in this section of the setup. 

  • If the requester is not marked, then anyone in the CC will not receive the notification.  By de-selecting the requester, the CC is automatically turned off.

  • Administrators can ensure that specific changes made to an Incident and/or Change can trigger an email notification.

  • Users own change: the user will only receive an email notification of their own changes made if marked in this appropriate area in the setup menu.

Please keep in mind that these settings are global for each type of users.

We recommend turning on notifications for Incident Received, Incident Resolved and Incident Commented for both the assignee and the requester. It is best to turn the Incident Assigned notification on for assignees as well to ensure new assignees will be notified if the assignee changes. Don't forget the assignee notification for New Task, as that's an important one too.

Default Timeout Period

You can define the default timeout period for links to approvals or exported data sent via email. Here you can enter the amount of time in days for which you would like the timeout period to be. We regularly recommend 14 days for this setting.

Expire RSS Feeds

This selection will expire any of the RSS feeds that have been exported from SolarWinds. The RSS feed will no longer update.

Weekly Summary

SWSD will send a weekly summary of your account's performance. Here you can select which users will receive the report.

To Email Customization click here