Documentation forSolarWinds Service Desk

Organization

Although individual office hours may vary, it is important to define the hours of operation in which your IT department will provide support services.

Selecting the Time Zone and Default Language for each site within your organization directly impact SLAs and other factors that affect service quality. From the dropdown menu, you can define various time zones as they relate per site.

This selection determines the time zone and language reflected throughout the account.

For example, each new ticket reflects the creation time of the selected time zone, therefore influencing SLA successes and/or breaches.

As an administrator, you define the default language per site and per user, nonetheless, the individual users can select their own language as well.  Therefore users may have different languages on their platform although located at the same site.

The site/user specific time zone and language will overwrite the default time zone and default language. 

Defining Default Time Zone and Language

Navigate to the Setup menu, select Organization and follow the steps to define your default Organizational needs.

Sites and Departments

Once you have defined your organizational default Time Zone and Language, scroll down to focus on your Sites and Departments.

Sites and departments are an essential part of your set up and can be used to accomplish many tasks.  

It is imperative to the flow of your organization to link users to their respective sites and departments.  Although we have not yet covered how to add users, don’t be alarmed, below you will find a number of examples as to why linking users is such an essential part of your organizational flow and when ready, simply go to the Users & Groups section of this guide to learn how to import and create new users. 

Use cases of how Sites and Departments provide support in managing organizational flow: 

  • Accurate reporting of the origin of Incidents, Problems, Changes, Releases, Solutions, CI's, Assets, Contracts and PO's.

    For example: When multiple incidents from the same location are created that describe the inability to print, the IT department can quickly conclude that there is an issue with the specific printer (asset) at a specific location. 

  • It is important to link every new User with a site and department.  This is used to automate assignments between the site and department and the Incidents, Problems, Change etc.

    For example: If your User works in the HR Department in the USA site, this will impact to which department the incident will be assigned, that is, it can automatically be assigned to the USA based IT department.

  • Segregate data between sites and departments. 

    For example: Only allow the HR department to put in New Hire requests and only show Solutions related to specific Finance software to your finance department.

  • The site or department can be utilized as a means of incident routing. This can be accomplished by defining a default assignee (a default assignee can be an individual service agent or a predefined group such as HR, Finance etc.) within the site and department setup. 

    For example: You can automate whereby all tickets created in a specific site are routed to a specific group. That is, every time HR opens a New Hire ticket in the USA, the USA based IT department will be updated so they can begin preparing the hardware (Monitors, laptop etc) and formatting with the relevant OS and related applications such as Invisio for Developers or Camtasia for Marketing users.

  • In the Service Catalog, you can assign tasks and approvals directly to the requester’s Site Manager.

Sites

Sites reflect the physical location of your offices whereby each location is designated as a unique site in your SWSD.  As you configure your sites, take into account the makeup of your organization.

Best Practices:

  • If you have multiple buildings on campus, we recommend allocating each building as a unique site.

  • If you service different customers, you may opt to define your sites by customer name.  

  • Ensure the setup you select aligns with your reporting measures.

To create a new site, click the icon in the upper right corner of the Sites field.  Complete the requested information and click Create Site to save.

Once a site has been created, hover over the row and select the icon from the Actions column to reveal the site details. Notice most fields provide a user friendly dropdown menu.

Edit Site defined:

Field

Description

Name*

The name that will appear in the Site field throughout your SWSD

Location*

The address of the site

Description

Provide a meaningful explanation for your benefit

Time Zone

When no timezone is selected, the default timezone will take effect

Language

When no language is selected, the default language will take effect

Site Manager

This is important when determining approval levels

Default Assignee

Can be an individual user or group to ensure proper Incident routing

Business Hours

Must be selected out of the Business hours created

*Reflects mandatory fields

Once you import and/or manually create users, make sure to link a Site Manager and a Default Assignee to each site.

Departments

Departments describe the organizational structure.  Some examples are:

  • Human Resources

  • Facilities

  • Engineering

  • Sales

  • Information Technology

  • Marketing etc. 

Department assignment can influence many factors. Consider the following use cases when determining the most appropriate setup for your organization.

Use Cases:

  • Many organizations today have specific departments located in multiple sites:

    The HR department can have representatives in the USA, Europe and Middle East offices. You will have to decide if an HR user should have access to data related only to their site, department or both. That is, should the HR representative in the London office only have access to the employee files in that region, or all employee files?

  • Utilizing department and user correlations to resolve challenges:
    By incident routing analysis you determine that there are multiple Incidents from the Finance department regarding the new tool being used. Therefore you can conclude that additional training to the finance department would be beneficial regarding implementation of the new tool.

  • Review of department budgets:

    Track assets per department in respect to how many years the asset is in use, how often is it used, does the asset need to be renewed?

  • Departments as it relates to Solutions and the Service Catalog:

        Only individuals assigned to the HR department will have access to HR specific Service Requests or Solutions. 

    For example: You can determine if the HR department has access to new hire information

    specific to their site or to company wide employees regardless of site.

Click the icon in the upper right of the Department field to create a new department.

Complete the requested information and click Create Department to save.  Any future editing per department can be done by hovering in the Actions column and selecting the edit pencil.

To proceed with setup of your SWSD, click here for Business Hours