Documentation forSolarWinds Service Desk

Service Desk Settings

The SolarWinds Service Desk fields provide you the ability to configure elements of the platform to fit your company branding and processes. This menu will assist you in configuring the Service Desk in a way that is optimal for how your technicians interact with the various features in their workflows.

Service Desk Name

Please enter a Service Desk name for your company. This name appears in the “From” field in email notifications and in the service portal.

Image - Sign In

This image will only show on the native SolarWinds sign-in page. If you redirect to a Single Sign On (SSO) login page, no image is seen. The recommended size for the image is 1400 px width X 1050 px height. Larger images will be cropped.

Default Landing Page

This is where administrators can establish the default landing page for all licensed administrators and service agent users. This can be set per user on the User edit page or by the users themselves when “Allow agent to change their default landing page” is enabled

Custom Resolution Codes

Custom Resolution Codes are used to define the way your team reached a resolution on an incident. You can customize these codes to match your business logic, add new custom codes, delete existing ones and even make this field mandatory for your technicians. 
Examples for helpful resolution codes are listed below:

  • Fixed

  • Proposed

  • Duplicate

  • And more

Tagging

  • Auto Tagging - Used in SWSD to add additional search terms to your Incidents. You can check this box if you want SolarWinds to automatically generate tags.
  • Inherit Tags From Service Catalog - Toggle On to automatically pass the Service Catalog tags to the Service request

  • Inherit Tags From Change Catalog - Toggle On to automatically pass the Change Catalog tags to the Change request.

Required Mandatory Fields On Resolution

Required fields must be updated prior to resolving an incident. There are several reasons this is important:

  • To ensure accurate reporting: If not all mandatory fields are completed, this can impact the reports you run that measure and monitor your service desk metrics, if based off incomplete data.

  • This feature will allow you to drive a consistent resolution, ensuring you are collecting the mandatory data points associated with an incident.

Mandatory Change Fields

You can configure distinct fields to be mandatory for incidents, for example: Category/Subcategory, Custom Fields, and Resolution Codes.  When activated, this feature will create a popup window on the Incident Index Page that will show you all editable fields, marking the mandatory ones with a red asterisk.

To ensure you are getting all the necessary data points you desire when an incident is resolved, and that we do not break any of the processes you have in place that automate incident resolutions, we have allowed for certain exceptions to the rules. The Mandatory fields will not be required when:

  • Incidents auto-resolved due to requester inactivity

  • Incidents resolved via an automation rule

  • Incidents resolved via an integration or API call

Incident Settings

Close Inactive Resolved Incidents

This feature allows you to predefine a duration after which inactive incidents will be changed from a Resolved state to a Closed state. An incident is considered inactive when no new comments or changes have been made to the incident over a specified period of time. We typically recommend anything from 5 - 14 days depending on your organization.

Resolve Inactive Incidents     

Using this feature allows you to select a state and duration of inactivity on an incident, to then change the incident's state to Resolved.

*Note: an incident is considered inactive when no new comments or changes have been made to the incident's field for a period of time.

Reopen Resolved/Closed Incidents

This feature allows you to reopen any closed or resolved incidents when a new comment is entered. If you opt to disable this feature, technicians can still be made aware of new comments made on resolved incidents based on your notification or automations settings.

Default Priority For New Incidents

This feature allows you to set the default priority for new incidents. You are able to adjust the default priority to Low, Medium, High, or Critical.

Live View of New Incidents

By enabling the live view you will get a real time indication of new incidents.

Chat

For more info on Chat

Chat enables a direct communication channel for instant interaction with agents via the portal. There is an inbound chat queue for agents to engage with multiple users simultaneously.

To set up Roles and Permissions in chat, navigate to Setup > Users & Access > Roles .

Default Comments Visibility

Set the visibility of comments added to incidents in your service desk by Administrators and Service Agent users. Once set, this will be the default setting for any new comments added in the incident view. Public comments will be visible to both the Service Agent  Users and requesters, while Private comments are only visible to Service Agents. When commenting the Administrator and Service Agent users can toggle from the default visibility to private/public comments.

Comments Sorting

Turn the toggle to 'On' to display the newest comments first in the incident view. To reverse the order, switch the toggle to 'Off'.

Customer Satisfaction Surveys

Customer Satisfaction surveys (CSAT Surveys) are a great way to know what your end users think of the level of service you are providing. SolarWinds Service Desk gives you the flexibility to send CSAT surveys for all categories of incidents in your service desk or you can choose a select group of categories. Should you wish not to send surveys, you can also disable CSAT surveys.

If you enable CSAT surveys, you can also establish default notification timing. This includes:

  • When surveys will be sent

  • Frequency at which the surveys are sent

CSAT responses can be reported on and viewed from a widget within your SWSD Dashboard. With these settings, you can establish a threshold for the customer satisfaction widget: if a percentage of satisfied responses falls below this threshold, the widget will display as red.

Auto Set State to Resolved at Workflow Completion

Enabling this option will always set the associated request/incident record's status to Resolved once the final workflow process has been completed or is manually stopped via the Stop Process option. When this option is disabled, the record's state will not be modified at process completion.

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