Documentation forSolarWinds Service Desk

Organization & Sites

In Organization & Sites, administrators can define the time zones and languages for your organization. Although individual office hours may vary across your organization, it is important to define the hours of operation in which your IT department provides support services.

Navigation

Setup > Account > Organization & Sites.

Default time zone

You set the default time zone for your organization’s SWSD account. When you create sites you can define the time zone for each site.

Each new incident reflects the creation time of the selected time zone, therefore influencing SLA successes and breaches. If no specific time zone exists for a site, SWSD uses your account's default time zone.

Default language

You define the default language for your organization’s SWSD account.

  • When you create sites and departments, you can define a language for each site.

  • When you set up user accounts, you can define a language for each user. If you do not define a language for each user, SWSD will use your account's default language.

  • Individual users can select their own language. 

With so many options for setting languages, you may have users with different languages although they are located at the same site.

The site/user specific time zone and language will overwrite the default time zone and default language. 

Sites and departments

Sites and departments are an essential part of your setup and can be used to accomplish many tasks.  It is a best practice to link every user to a site and department. By linking, you can automate assignments between the site and department and their incidents, problems, and changes.

It is important to the flow of your organization to link users to their respective sites and departments.  Below are some examples of why linking users to sites and department is so essential. See Users & Groups for instruction on how to import and create new users. 

Examples

  • When multiple incidents from a single location are created and they all describe the inability to print, that location's IT department can quickly conclude there is an issue with a specific printer (asset) at a specific location. 

  • You want to assign Service Catalog tasks and approvals directly to the requester’s site manager.

  • If a user works in the HR Department in the USA site, and the site and department are linked to the user, an incident for that user can be automatically be assigned to the USA-based IT department.

  • You don't want a user from HR to see data that should be accessible only to the Finance department. Perhaps you want only HR to be allowed to submit new hire requests, or you want only the Finance department to see solutions related to specific finance software.

  • Your organization has specific departments located in multiple sites. Perhaps you have HR representatives in the USA, Europe, and Middle East offices. You want an HR representative in London to have access to only the employee files in that region. Alternatively, you might want an HR representative from your headquarters location to have access to all employee files.

  • You want to set up auto-routing of incident tickets based on site or department. You can define a default assignee within the site and department setup. A default assignee can be an individual service agent or a predefined group such as HR or Finance.

  • You want to use incident routing analysis to determine whether there are issues related to a new tool being used. You learn that there are multiple incidents from the Facilities department related to the new tool. From that analysis you can conclude that additional training for the Facilities department would be beneficial.

  • You want to review department budgets. Tracking assets per department allows you to see how many years an asset is in use, how often is it used, and whether the asset need to be renewed.

Sites

Sites let you designate each physical location of your offices as a unique site. As you configure your sites, take into account the makeup of your organization.

SolarWinds recommends:

  • If you have multiple buildings on campus, SolarWinds recommends allocating each building as a unique site.

  • If you service different customers, you may opt to define your sites by customer name.  

  • Ensure the setup you select aligns with your reporting measures.

Departments

Departments describe the organizational structure.  Some examples are:

  • Human Resources
  • Facilities
  • Engineering
  • Sales
  • Information Technology
  • Marketing 

Define your account

  1. Navigate to the Setup > Account > Organization & Sites.

  2. On the Organization screen, select the default time zone for your organization, and then the default language.

  3. Scroll down. Under Sites, click Add on the right.

  4. Complete the requested information. A red asterisk represents a required field.

    Field

    Description

    Name*

    The name that will appear in the Site field throughout your SWSD

    Location*

    The address of the site

    Description

    Provide a meaningful explanation for your benefit

    Time Zone

    When no timezone is selected, the default timezone will take effect

    Language

    When no language is selected, the default language will take effect

    Site Manager

    This is important when determining approval levels

    Default Assignee

    Can be an individual user or group to ensure proper Incident routing

    Business Hours

    Must be selected out of the Business hours created

  5. Click Create Site , and then Apply to save.

  6. Scroll down. Under Departments, click Add on the right to create a new department.

  7. Provide a name (required field).

  8. Optionally, provide a description and default assignee.

  9. Click Create Department , and then Apply to save.

Edit a site or department definition

After a site or department has been saved, hover over the row, and in the Actions column select Edit to reveal details.

If you import or manually create users, SolarWinds recommends adding a site manager and a default assignee to each site.

Related topics

Users