Documentation forSolarWinds Service Desk

Notification settings

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Introduction

Global settings regarding notifications can be configured in SWSD.

Navigation

Setup > Global Settings > Notification Settings.

Configuration options

Default Timeout Period

You can define the default timeout period for links to approvals or exported data sent via email. Enter the amount of time (in days) for which the email approval link is valid. SolarWinds recommends 14 days for this setting.

Expire RSS Feeds

When selected, any RSS feeds that have been exported from SWSD expire. The RSS feed no longer updates, and users need to recreate their feeds.

Weekly Summary

SWSD sends a weekly summary of your account's performance to recipients you add.

Daily Email Digest

When this option is toggled On, new users receive a daily email digest by default.

Each user can personalize their own notification settings.

Do not notify people that were already copied via email

When this option is toggled On, service desk notifications on ticket updates are not sent to people who were already copied on the update directly via an email notification.

In-Notification Direct Actions

Setting on

When this setting is on, notifications will include in-email action buttons, making it easier to respond, but potentitally being less compatible with some email protection tools, for example, SafeLink. An example of in-email action buttons are the Approve/Decline or Satisfied/Dissatisfied buttons used in customer satisfaction surveys.

Setting off

When the setting is off, SWSD notifications are compatible with email malware protection services such as Microsoft Defender’s Safe Links and Barracuda’s Link Protection. For example, Instead of in-email action buttons in customer satisfaction survey notifications, SWSD sends the recipient a single-use link for responding to the survey.

Some malware scanners prematurely expire single-use links contained within an email. Because some email security and malware protection services redirect links to a scanning service, the scanning service can cause the link to expire as soon as it is accessed.

Related topics

Service Desk Notification settings