Users & groups
On this page
Introduction
It is important to set up your users, groups, and service queues to ensure easy ticket management in SolarWinds Service Desk (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 Setup: 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 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.