Documentation forSolarWinds Service Desk

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Overview

All accounts that were active prior to October 2020 will have the option to select between the Classic view of the Service Portal and the new Modern view.

For details regarding Classic view, click here.

For all accounts purchased after October 2020, please click here for a detailed description on how to navigate in your new Service Portal.

Classic View

Upon arrival at the Service Portal landing page, notice the Home menu. This menu is an interactive overview that highlights several functions of the Service Portal and enables you to jump to any functionality quickly and seamlessly.

There is a plethora of information and links here, so let’s delve right into what you can see and access from the Service Portal Home menu!

Title & Welcome Message

The Service Portal Title and Welcome Message are front and center, at the top of the Home Page above the universal search bar.  The Title describes the services offered and the Welcome Message can include important information or urgent messages pertaining to your organization. You can find links that direct you to additional areas, fun images and anything else you wish to include within the Service Portal. 

Here are a couple of examples of what you might find on your own Service Portal!

Portal Announcement

The Portal Announcement gives your organization the opportunity to post urgent or important messages to the Homepage of your SolarWinds Service Portal. This feature allows real-time updates for known issues and could prevent you from having to submit a ticket.

Alternatively, an announcements can include updates such as a server down in a specific office location. 

If you are experiencing any issues we recommend first checking to see if there are any important announcements! These announcements could be related to vital systems in your organization, planned outages or even free food in the break room, you never know!

If you would like to close out of the portal announcement, just click the exit button located on the right side of the announcement bar.

Universal Search

The Universal Search bar can be used to search everything you can access or view via the Service Portal. This includes all Service Catalog items as well as any Solutions that your organization has created for you to access.

There are two ways to access the Universal Search feature from the Service Portal each of which will generate identical results.

The first access point is the search bar located front and center on the Home menu view; Below the title and with the text, What can we help you with? Go ahead and type something and click the magnifying button on the right to search!

You can also access the Universal Search feature from any menu on the Service Portal by using the search bar in the top right-hand corner of the screen. This search bar will follow you around while you access the various menus of the Service Portal. First you must find your magnifying glass search icon (marked by the red arrow below).

Type something into the search bar to the left of your user icon and prepare to be amazed by the power of search.

Any search query typed into either of these locations will bring you to the Search Results page. Here you will find all related Service Catalog items or Solutions.

For example, if interested in a new laptop, type new laptop into the search bar. The search reveals the results page containing a New Laptop Request Service Catalog item, fill out the required details and click Request Item to initiate the request process.

Do your best to type carefully, or you may find yourself here! Don’t worry, you can create a new incident or request an item from the Service Catalog if you don’t find what you are looking for.

service portal example image

User Profile Card

The User Profile Card will allow you to view information regarding your personal user account. You can edit various information and see your Service Catalog requests as well as any submitted incidents.

To navigate to the User Profile Card, click on your User Icon on the top right hand corner of the screen to reveal a dropdown menu and select My Account.

The User Profile Card will show you the various information associated with your user account. On the left-hand side, you will find user specific information including:

  • Title

  • Phone

  • Role

  • Site

  • Department and much more.

    In addition, you see all associated requests under the Service Desk section on the right-hand side of the card. You can click into these service requests from the Requested Incidents list or jump from your User Profile Card to your requests list by clicking See all….

The User Profile Card also gives you the option to edit some of the information located on this card (As a Requester, the amount of information that you can edit may be limited). To edit, please click the pencil button located toward the top of the card.

Once you have selected to edit your User Profile Card you will see the various fields that you can edit.  This includes your User Profile Image, any field that is not greyed out and your email signature.

To edit your User Profile Image, click Upload Image and choose a file from your computer. This will help all SolarWinds Agents know who you are! You will also find that you can click into any one of the text fields which are not greyed out to edit the information. This could include your name, title, and even phone numbers. You can edit your SolarWinds password as well. Please use the Change Password button if you would like to update your SolarWinds password. Scroll to the bottom of the edit screen to edit your email signature if your organization allows. This signature will be included in all emails sent from SolarWinds on your behalf.

Highlighted Services

The Useful Services section displays a list of Service Catalog items which your organization has deemed as “popular” or “most used”. These services are listed here for your convenience.

The Useful Services list is located on the lower left area of your screen. Click on any link to request a service.

You can also select the View all button to jump to the Service Catalog menu of the Service Portal. We will learn more about the Service Catalog later in this guide.

Highlighted Articles

The Useful Articles section of the Service Portal Home menu highlights solutions that your organization has regarded as useful and more commonly used Solutions or Knowledge Base articles. These solutions are highlighted here for ease of access.

The Useful Articles list is located to the right of the Useful Services list. Click on any link to access a knowledge base article from the Solutions/Knowledge Base menu.

You can also select the “View all” button to jump you to the Solutions/Knowledge Base menu of the Service Portal. We will learn more about the Solutions menu later in this guide.

My Tickets

The My tickets section is located on the right-hand side of the Home menu. This box displays all Active or Closed requests that you have submitted in the system. This will include all incidents that you have submitted and Service Catalog item that you have requested.

By default, you will see all “Active” incidents or requests that you have open. This will include any New, Assigned or Resolved items. You can click into any item here to see more details regarding the Incident or Service Catalog Request.

If you would like to view your Closed Requests, please access from the dropdown menu.

You can also click more info at the bottom of this list to view the My Requests index page of the Service Portal.

Chat

Notice the chat window on the right side of your screen.  Your IT team is readily available to answer basic questions and save you time.  If you can’t find what you are looking for in the Useful Services or Useful Articles lists, feel free to ask your chat representative.

Once your questions have been answered, simply click End Chat

(The Agent can create an incident off the correspondence, if needed for reporting purposes).

 

Modern View

Upon arrival at the Service Portal landing page, notice the Home menu. This menu is an interactive overview that highlights several functions of the Service Portal and enables you to jump to any functionality quickly and seamlessly.

There is a plethora of information and links here, so let’s delve right into what you can see and access from the Service Portal Home menu!

Notice the 5 menu icons:

- This is your Home icon that leads you to the Portal landing page

- My Tasks displays an index page of all tasks assigned to you

- My Incidents displays an index page of all incidents assigned to you

- Service Catalog offers all the services you can request directly from this portal

- Knowledge Base articles that will help you better understand process within your organization

Title & Welcome Message

The Service Portal Title and Welcome Message are front and center.  The Title describes the services offered and the Welcome Message can include important information or urgent messages pertaining to your organization. You can find links that direct you to additional areas, fun images and anything else you wish to include within the Service Portal. 

Here are a couple of examples of what you might find on your own Service Portal!

Portal Announcement

The Portal Announcement gives your organization the opportunity to post urgent or important messages to the Homepage of your SolarWinds Service Portal. This feature allows real-time updates for known issues and could prevent you from having to submit a ticket.

Alternatively, an announcements can include updates such as a server down in a specific office location. 

If you are experiencing any issues we recommend first checking to see if there are any important announcements! These announcements could be related to vital systems in your organization, planned outages or even free food in the break room, you never know!

If you would like to close out of the portal announcement, just click the exit button located on the right side of the announcement bar.

Universal Search

The Universal Search bar can be used to search everything you can access or view via the Service Portal. This includes all Service Catalog items as well as any Solutions that your organization has created for you to access.

There are two ways to access the Universal Search feature from the Service Portal each of which will generate identical results.

The first access point is the search bar located front and center on the Home menu view; Below the title and with the text, What can we help you with? Go ahead and type something and click the magnifying button on the right to search!

You can also access the Universal Search feature from any menu on the Service Portal by using the search bar in the top right-hand corner of the screen. This search bar will follow you around while you access the various menus of the Service Portal. First you must find your magnifying glass search icon (marked by the red arrow below).

Type something into the search bar to the left of your user icon and prepare to be amazed by the power of search.

Any search query typed into either of these locations will bring you to the Search Results page. Here you will find all related Service Catalog items or Solutions.

For example, if interested in a new laptop, type new laptop into the search bar. The search reveals the results page containing a New Laptop Request Service Catalog item, fill out the required details and click Request Item to initiate the request process.

Do your best to type carefully, or you may find yourself here! Don’t worry, you can create a new incident or request an item from the Service Catalog if you don’t find what you are looking for.

service portal example image

User Profile Card

The User Profile Card will allow you to view information regarding your personal user account. You can edit various information and see your Service Catalog requests as well as any submitted incidents.

To navigate to the User Profile Card, click on your User Icon on the top right hand corner of the screen to reveal a dropdown menu and select My Account.

The User Profile Card will show you the various information associated with your user account. On the left-hand side, you will find user specific information including:

  • Title

  • Phone

  • Role

  • Site

  • Department and much more.

    In addition, you see all associated requests under the Service Desk section on the right-hand side of the card. You can click into these service requests from the Requested Incidents list or jump from your User Profile Card to your requests list by clicking See all….

The User Profile Card also gives you the option to edit some of the information located on this card (As a Requester, the amount of information that you can edit may be limited). To edit, please click the pencil button located toward the top of the card.

Once you have selected to edit your User Profile Card you will see the various fields that you can edit.  This includes your User Profile Image, any field that is not greyed out and your email signature.

To edit your User Profile Image, click Upload Image and choose a file from your computer. This will help all SolarWinds Agents know who you are! You will also find that you can click into any one of the text fields which are not greyed out to edit the information. This could include your name, title, and even phone numbers. You can edit your SolarWinds password as well. Please use the Change Password button if you would like to update your SolarWinds password. Scroll to the bottom of the edit screen to edit your email signature if your organization allows. This signature will be included in all emails sent from SolarWinds on your behalf.

Popular Services

The Popular Services section displays a list of Service Catalog items which your organization has deemed as “popular” or “most used”. These services are listed here for your convenience.

You can also select the View all button to jump to the Service Catalog menu of the Service Portal. We will learn more about the Service Catalog later in this guide.

Popular Solutions

The Popular Solutions section of the Service Portal Home menu highlights solutions that your organization has regarded as useful and more commonly used Solutions. These solutions are highlighted here for ease of access.

You can also select the “View all” button to jump you to the Solutions/Knowledge Base menu of the Service Portal. We will learn more about the Solutions menu later in this guide.

My Requests

The My Requests section displays all Active or Closed requests that you have submitted in the system. This will include all incidents that you have submitted and Service Catalog item that you have requested.

By default, you will see all “Active” incidents or requests that you have open. This will include any New, Assigned or Resolved items. You can click into any item here to see more details regarding the Incident or Service Catalog Request.

If you would like to view your Closed Requests, please access from the dropdown menu.

You can also click more info at the bottom of this list to view the My Requests index page of the Service Portal.

Chat

Notice the chat window on the right side of your screen.  Your IT team is readily available to answer basic questions and save you time.  If you can’t find what you are looking for in the Useful Services or Useful Articles lists, feel free to ask your chat representative.

Once your questions have been answered, simply click End Chat

(The Agent can create an incident off the correspondence, if needed for reporting purposes).