Documentation forSolarWinds Service Desk

Users & Groups

In this section you will set-up all users, groups and service queues for ticket management in your SWSD. In addition you can review the login history of your users.

For a detailed description of setting up your Users & Groups, click here to go directly to the Administrator Guide.

For a basic overview to get up and running, read below:

Basic Setup

From the Setup menu, navigate to Users & Groups. From here you can access the index pages.

For detailed Setup instructions click each of the links below to be taken directly to the Administrator Guide

Each index page offers a number of customization, editing and filtering options that are reviewed in detail in the Administrator Guide. Click here to learn more about customizing your view.

For a brief overview of options, see below:

Users

From the Actions button you can import multiple users via .csv or by selecting the icon, you can manually enter new users.

When you select a user, you can view information such as:

  • Name
  • Contact phone #'s
  • Role
  • Preferred language and more

When creating a new user, it is important to include as many details as possible such as:

  • Site
  • Department
  • Reports to

These details ensure proper and efficient ticket routing.

Groups

Groups are created based on services provided, workflows, regions etc. and can be made up of various departments and internal service providers.

Click the icon to create new groups manually.

Queues

Queues are designed to help manage shared workloads. By giving managers and agents the ability to review and prioritize incoming tickets with a shared workload, queues help ensure you meet SLA's.

The queue aids your team in working most effectively to provide a satisfied user experience.

Login History

This screen provides an audit log of all Users that have logged into the application.

Click here to proceed to the Integrations portion of setting up your SWSD.