Documentation forSolarWinds Service Desk

New Ticket

The New Ticket menu on the Service Portal lets you create a new incident (help desk ticket ) within SolarWinds Service Desk (SWSD). If you are unable to find the results you are looking for after searching both the Service Catalog for approved services and the Solutions menu for solution articles, you can log an incident ticket to get the help you need.

You should only crate an incident when you can't find an approved service in the Service Catalog or when you have a break/fix issue. Examples of break/fix issues include:

  • A broken printer
  • An application that will not load properly

To ensure time-efficient resolution, provide as much information as possible in the New Ticket window.  This decreases back and forth correspondence that can slow down resolution time.