Documentation forSolarWinds Service Desk

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As you get to know your SolarWinds Service Desk (SWSD), you will become familiar with which features you use most frequently and which views are most important for you to access easily. Based on the information gained, you can filter, edit, and customize the index pages throughout SWSD to best meet your needs. You can also export table data.

SolarWinds recommends that you first understand your dashboard and how to navigate from it. All index pages behave similarly. In the example below we will use the All Incidents index page, but any action you can perform on that page can also be performed on other index pages.


Dashboard > Service Desk.

Example: All Incidents

From your dashboard, navigate to Service Desk > Incidents. Notice that in the upper left you can see the title of the table, in this case, All Incidents.

ESM customers can rename Incidents. For example, the Facilities service provider might label them Work Requests, while HR might name them Issues, and Legal might call them Tickets. In all of these examples, SWSD treats them the same and just changes the name referenced throughout the application. All reports are adjusted to use the selected name.

Filter options

By clicking the down arrow to the right of the title, you can filter the contents of the page by using options shown in the dropdown menu. The list of options in the dropdown menu changes when you select a different module from the Service Desk menu. Some examples of different modules include: Incidents, Problems, Changes, Change Catalog, Releases, Solutions, Service Catalog, Users, and CMDB.

The dropdown menu is comprised of a collection of out-of-the-box and saved views previously defined by the user.

Ellipsis options

The ellipsis lets you edit some elements of the view, for example, you can:

  • Edit. You can filter data, add/remove columns, and sort data results. You can also perform inline editing, that is, edit the contents of a specific record if you hover over a field and see a down arrow. This works well on the Incidents index page. Also, User B can edit the filters for a view shared by another user (User A), but the changes to the filter affect only User B’s view.
  • Rename. You can rename a view you have created.
  • Share.
    • As soon as you select Share a new window displays that allows you and your team to save and share custom views of different index pages across the SolarWinds Service Desk platform. For example:
      • All New incidents
      • All missed SLAs
      • All incidents due next week
    • Only the creator of the view can share it with others.
    • Anyone who receives the new view via sharing will have view only permissions.
    • Only the creator can edit the view and save changes for all users who have access to the shared view.
  • Save changes.
  • Save as New.
  • Set as Default.
  • Delete view. If User A shares a view with another user (User B), then User B can delete the view from his own list of views. However, if the view was shared with a group rather than an individual, members of the group cannot delete the view.
If you see an option in the dropdown menu and it is greyed out, this option is not available to you based on the edits or changes you have made. For example, if Save Changes is greyed out, you have not made any changes that can be saved.

Edit view options

If you click the blue Edit View directly below the title, a new pane displays on the left.

The new pane contains three tabs:

  • Filter. Use the dropdown menu to filter via specific attributes related to the data you are viewing. For example, for incidents you can filter by many attributes such as approval, assigned to, breach date, category, and closed by. You can also add more attributes that will assist you in filtering to best meet your needs.
  • Columns. Select the columns for your index page and the order in which you would like them to display. As soon as you select or deselect a column title, the contents of the view is modified. For example, for assets, you can choose to add the Scan Origin column to help you identify the source of the information and which tool or connection was used to scan for the data collected. You could then filter the results by the source of that collected data, for example, Jamf, Data Entry, Intune, mobile invitation, or API.
  • Sorting. Sort by options in the dropdown menu an/ or set a sorting direction (ascending or descending order).

After making your selections in each of the Filter, Column, and/or Sorting fields, click Apply to see the new view.

The title of the Incidents index page changes to All Incidents (Edited).

After you click Apply the new view displays but it is not yet saved. If you wish to keep the new view, click Save and create a name for it.

Button options

Using the buttons to the rights of the title, you can search, add, and perform actions such as Update, Delete, Import, and Export.

Search lets you search the index page(s) for a specific entry.

Add lets you add a new record to the list of items on the index page.

Actions provides a dropdown list where you can select:

  • Update
  • Export
    • CSV- All columns
    • CSV - Current view
    • XML
    • PDF
    • Print
    • RSS

If you are exporting to CSV or XML, and the number of records being exported does not exceed 200, you can export directly from the index page rather than waiting for SWSD to send you an email that contains a link to the file.

When opening exported csv files in Excel, any cell containing over 32,767 characters will cause the spreadsheet to display misaligned rows. You need to edit the contents of the cell by reducing the number of characters to less than 32,767. This will resolve the alignment issue.

Help reveals additional information about the contents of the index page and sometimes a tutorial.

Column order

Directly from any index page, you can drag and drop a column by clicking the column name and sorting the composition of your table.

Whether you edit via the blue Edit View feature or drag-and-drop directly from within your table, you will see the word Edited next to the index page name.

You must save these changes or they will be lost after you leave the view or the page.

View details

From any index page you can click an entry on the page to see details of that entry. For example, on the Incidents index page you can the blue hyperlinked entry in the Title column, and a new screen containing details about that incident display. Based on the type of object you are viewing, additional action options are available. For example:

  • Attach related items. From an object's details page you can attach other related items. Just click Attach, select the object type you want to attach, and select the object you want to attach.

  • When attaching related items, you can change search results sort order. Enter a search term to find the object you want to attach, and under the search bar, click the Sort by dropdown arrow to change the sort to Newest or Oldest.