General features for agents
On this page
Introduction
This page provides a list of the SolarWinds Service Desk (SWSD) personal profile settings you can customize. It also contains information about general features that often apply across the board in SWSD but are specifically for agents.
Your avatar dropdown menu
By clicking your avatar in the upper right corner, you can do many things.
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From the avatar dropdown menu you can:
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My account: view and edit your user information and settings |
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Jump quickly to the: |
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Go to the portal view |
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See a list of keyboard shortcuts |
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Sign out |
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Set your availability status |
View and edit your user information and settings
Profile tab
Agents can edit some of the information stored in their user profile. Editing is not allowed for information managed at the company level.
Password tab
Create or update a password.
Settings tab
- Customize an email signature.
- Set a preferred display mode and display mode for object descriptions and service request inputs:
- Compact: presents an abbreviated version of information on a detail screen, for example, a hardware record or user account, or on a workflow for service request inputs. Also provides an option to see more.
- Full display: presents the complete description or screen with an option to show less.
- Enable or disable keyboard shortcuts (see More about keyboard shortcuts).
- Create and activate an out-of-office rule that includes start and end date, default assignee (individual or group), and a message.
Notifications tab
Email Notifications
You can enable or disable email notifications:
- Receive an email when an incident is assigned to you, including assignment of supported items.
- Receive an email when someone @mentions you.
- Receive an email when an update is made to an incident you are assigned to or cc’d on, including updates to supported items.
- Receive an email when I trigger updates on incidents, including updates to supported items.
- Daily Digest (incident, tasks, problems, changes and releases): Stay on top of working items assigned to you/me and tasks that are near or past their due date.
- If your company enables the daily email digest, you will receive a daily email that shows open items that are assigned to you and created within the past week (7 days from the date the email is generated). Items that are resolved or closed are not included in the email.
Chat Notifications
Customize chat notification preferences for new messages and new assigned messages.
- Be alerted when there is a new chat in the queue.
- Be alerted when there is a new message in a chat assigned to you.
Slack Notifications
Customize Slack notification preferences for new messages and new assigned messages.
- Receive a notification when an incident, new task, or new approval is assigned to me.
- Receive a notification when your incident is resolved as a requester.
Teams Notifications
Customize Teams channel or Virtual Agent notifications preferences to suit you.
- Receive a notification when a new task or new approval is assigned to me.
- Receive a notification when your incident is resolved as a requester.
Personal Response Templates
Create, edit, and delete personal response templates. See Response templates.
Set your availability status
Agents can see their availability setting from their avatar when they are logged into SWSD. See General features for agents: Avatar dropdown menu.
The only person who can see the Available toggle is the agent. When a requester opens a new chat, the requester cannot see which agents are available and which are unavailable.
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Each time an logs in, the agent needs to set the Available toggle to Active.
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While logged in, agents can manually change the state of their Available toggle to Active or Inactive.
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When an agent logs out, the Available toggle is automatically set to Inactive and the agent cannot be assigned a chat to receive messages.
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When an agent is signed out due to inactivity and then signs in again, the Available toggle resets automatically to Active.
More about keyboard shortcuts
At any time you can see a list of available keyboard shortcuts available for incidents and other areas.
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Click your avatar in the upper right.
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From the drop-down list, select Keyboard Shortcuts.
From an index page
When you hover over a row, that selected item is highlighted in grey.
| Action | Windows | Mac |
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| Next row | Down arrow | Down arrow |
| Previous row | Up arrow | Up arrow |
| Toggle index preview | Space bar | Space bar |
| Open selected | Ctrl + Enter | Command + Return |
| Open selected (new tab) |
Ctrl + Page Up + Enter | Command + Shift + Return |
| Open selected in edit mode | Page Up + E | Shift + E |
| Open selected in edit mode (new tab) |
Page Up + Alt + E | Shift + Option + E |
| Next page | Page Up + Right arrow | Shift + Right arrow |
| Previous page | Page Up + Left arrow | Shift + Left arrow |
| State (of selected item) | S | S |
| Priority (of selected item) | P | P |
| Category (of selected item) | C | C |
Create new (if available) shortcuts
| Action | Windows | Mac |
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| Create new | Page Up + N | Shift + N |
| Create new (new tab) | Page Up + Alt + N | Shift + Option + N |
Details page actions shortcuts
| Action | Windows | Mac |
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| Move to next tab | T | T |
| Move to previous tab | Shift + T | Shift + T |
| Attach related item | Page Up + R | Page Up + R |
General actions shortcuts
| Action | Windows | Mac |
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| Available for Assignment | Page Up + A | Shift + Up arrow + A |
Comments
For information on how comments work and how to use them, see Comments.