Documentation forSolarWinds Service Desk

Users & groups

It is important to set up your users, groups, and service queues to ensure easy ticket management in SWSD. By performing this setup, you can also see the login history of your users.

For a detailed description of setting up your users and groups, see Users & groups.

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

Basic Setup

From the Setup menu, navigate to Users & Groups. From there you can access the index pages for users, groups, queues, and login history. Each index page offers a number of customization, editing, and filtering options. See List view for more information on customizing index pages.

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

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.

For more information, see Users.

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.

For more information, see Groups.

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 SLAs.

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

For more information, see Queues

Login History

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

For more information, see Login history.

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