Documentation forSolarWinds Service Desk

Global Settings

The Global Settings section allows you to customize:

  • Your Service Portal.

    Your service portal is a one-stop shop designed to provide your end users with valuable information and resources to help find answers and resolve issues. Users can view knowledge base articles, submit incidents and service requests, and track the status of previously submitted tickets.

  • Custom States.

    Custom states help to convey the progress or status of an incident, service request, or change. You can expand the number of states available to you by creating states relevant to your organization in addition to using the out-of-the-box states provided by SWSD.

  • Service Desk Settings.

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

  • Notification Settings.

    Global settings regarding notifications can be configured in SWSD.

  • Email Sections.

    Administrators can configure the global setup of email sections for notifications. These notifications can be sent to both your technicians (service agent users) and employees (requesters) based on your selected preferences.