Documentation forSolarWinds Service Desk

Service Desk Settings

Options configured through Service Desk Settings are global and affect your entire instance of SolarWinds Service Desk. Global settings establish the foundation of how your Service Desk will look, feel, and behave.

To configure Service Desk Settings, navigate to Setup > Global Settings > Service Desk Settings.

Service Desk Name

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 SWSD sign-in page. If you redirect to a Single Sign On (SSO) login page, no image will display. 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 include:

  • Fixed
  • Proposed
  • Duplicate

Change Types Values

Define the types of changes used in your organization. The values, and their order, will be seen in the Change Management module, as part of the Type field dropdown list. The first value in the list will be the default type.

Tagging

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

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

Required Mandatory Fields On Resolution

Required fields must be updated prior to resolving an incident. There is important:

  • To ensure accurate reporting. If all mandatory fields are not completed, reports you run that measure and monitor your service desk metrics can be affected because of incomplete data.

  • 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 creates a popup window on the Incident Page that shows 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 processes you have in place automating incident resolutions are not broken, SWSD allows for certain exceptions to the rules. The Mandatory fields are not required:

  • When Incidents are auto-resolved due to requester inactivity.

  • When Incidents are resolved via an automation rule.

  • When Incidents are resolved via an integration or API call.

Resolve Incomplete Service Requests

Toggle to On to allow service requests to complete even if incomplete tasks exist.

Close Incomplete Changes

Toggle to On to allow changes to complete even if incomplete tasks exist.

Inline Edit on records

Toggle to On so that inline edit will display a pop-up window to process dynamic form rules and dependencies.

Inline Edit On Service Catalog Items

Toggle to On to enable the use of inline editing on service catalog items.

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. SolarWinds typically recommends anything from 5 - 14 days, depending on your organization's needs.

Resolve Inactive Incidents     

This feature allows you to select a state and duration of inactivity on an incident that then changes the incident's state to Resolved.

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 Settings or Automation Rules settings.

Default Priority For New Incidents

This feature allows you to set the default priority for new incidents. You can 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

Toggle to On to enable the direct communication between requesters and agents via the portal and an inbound chat queue for agents.

See Chat for more information and instructions on settings up roles and permissions for Chat.

Default Comments Visibility

Set the visibility of comments added to SWSD incidents by Administrators and Service Agent users, establishing the default setting for any new comments added in the incident view. Public comments will be visible to both Service Agent Users and requesters, while Private comments are only visible to Service Agents. When commenting, the Administrator and Service Agent users can toggle the visibility of the comment.

Comments Sorting

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. SWSD gives you the flexibility to send CSAT surveys for all categories of incidents 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 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, for example, if a percentage of satisfied responses falls below the threshold, the widget displays 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 after 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.

Sentiment Analysis

Enable sentiment analysis to quickly identify incidents with negative sentiment. Take action by prioritising incidents which need attention. Sentiment data is gathered from the time this feature is enabled.

Just-in-Time workflow processing

When this option is disabled, the entire process (including conditions and task assignments) will be evaluated for each workflow, before the workflow process starts. Enabling this option will result in evaluating each workflow step when it is reached at workflow execution time. As a result, the outcome of each such evaluation will depend on variable and field values at execution time vs. their values at workflow start time.

Related topics

Service Desk