Guide for agents

Welcome to SolarWinds Service Desk (SWSD). It is designed to improve IT service management throughout your organization. This guide is designed with agents and technicians in mind.

Introduction to your service agent guide

Your administrator provides the URL that you use to access your company's instance of SWSD.

It is important to familiarize yourself with the following SWSD processes and modules:

• Log in
• Dashboard
  • Shared dashboard
• Service Desk
  • General features
  • Incidents
  • Problems
  • Changes
  • Change catalog
  • Releases
  • Solutions
  • Service Catalog
  • CMDB for agents
• Assets:
  • Computers
  • Software
  • Printers
  • Mobile devices
  • Network devices
  • Other assets
  • Map
• Tasks
• Procurement
• Risk management
• Analytics
• Mobile application
  • Incidents
  • Service Catalog
  • Changes
  • Change Catalog
  • Computers
  • Solutions
  • Tasks
  • Notifications        
• Accessibility for agents