Documentation forService Desk

Setup: Labs - Rename incidents to tickets and use Incident index page quick filters to see incident tickets vs service request tickets

How to use Labs

Features in Labs are temporary. You do not need to test each feature. If your organization might benefit from a new feature and/or enhancement, go to Setup > Labs. In the list of available features, toggle the feature to On.

Some features in Labs are interconnected. You may activate more than one feature simultaneously to maximize the benefit of new Labs offerings.

As new features prove successful, SolarWinds will permanently integrate them into Service Desk. Likewise, if a feature is found to not be beneficial, it will be deleted permanently.

Enable features in Labs

  1. Navigate to Setup > Labs.

    ESM customers: navigate to Organization > Setup > Labs.

  2. In the list of available features, toggle the feature(s) of your choice to On.

Introduction to Renaming incidents to tickets and using Incident index page quick filters to see incident tickets vs service request tickets

SolarWinds made it easier for you to navigate and filter the Incidents index page.

To enable this feature in Labs, navigate to Setup > Labs and switch the toggle to On. Then select either all users or specific users.

Once enabled, you can more easily differentiate between incident tickets and service request tickets displayed on the index page by using quick filters, which allow users to select common filtered fields directly from the index page. Quick filters let you more easily drill down through system fields to see exactly what you want to see on the index page.

To learn more about the Incidents index page and how it works, see Incidents index.

Changes made to the Incidents index page when the feature is enabled in Labs

After enabling and refreshing the All Incidents index page, you can see that the navigation label changed from Incidents to Tickets.

ESM customers: On the index page, relabeling to Tickets still occurs. Service provider administrators can log into their Service Desk service provider account to establish the name for their ticket type. For example, by navigating to Global Settings > Service Desk Settings, and Facilities admin could name their ticket type to Work Order, and Legal could name theirs to Case. You would see All Tickets on the index page, and you could use quick filters to select a specific ticket type.

On the index page, the page name changed from All Incidents to All Tickets. Quick filters appear under the index page name.

Quick filter options are:

  • Ticket type
  • State
  • Group Assignment
  • Assigned to
  • Category
  • Subcategory
  • Priority
  • Requested by

After making selections from the quick filter options, you can see which are in use by looking to the right of the Edit View label, where Filtered by appears.

You can still add more filters from the Edit View filter list. For guidance, see Filter options.

Changes to made to Analytics when the feature is enabled in Labs

Report references to Incidents have changed to Tickets.