Documentation forSolarWinds Service Desk

Service Portal

Your service portal is a one-stop shop designed to provide your end users valuable information and resources to help find answers and resolve issues. Here you can view knowledge base articles, submit incidents and service requests, and track the status of previously submitted tickets.

As you build your knowledge base, your SWSD utilizes AI algorithms to offer connections between articles, solutions and additional relevant tickets based on key words and phrases entered by the user.

This portal is fully customizable to provide the look and feel of your organization so your employees know they have reached the correct resource.

Below is a step-by-step guide to customizing your Service Portal.

All accounts that were active prior to October 2020 will have access to both the Classic and Modern Portal View. This new design assists your end users with quickly accessing the help they need. If you prefer the Classic view, simply click the button in the Setup menu to return to the view you are familiar with.

Customizing the Look and Feel

For Classic View (Only available on account that were active prior to October 2020), please click here.

For Modern View (all accounts), please click here.

Classic View

Logo

Your logo can appear in several places throughout the SolarWinds Service Desk and details about the location and sizing can be found within setup.

Once an image is selected, you can remove and/or change as desired.

Selected file for new logo, 4MB max

Favicon

This is the icon that appears on the tab in your browser. 

Once an image is selected, you can remove and/or change as desired.

Selected file for new favicon can be up to 100KB.

Colors

Customizing the navigation bar to match your company branding.  Select a primary and secondary color and preview to ensure your satisfaction. For more details, refer to the color portion in the SolarWinds Service Portal setup.

Search Image

The search image appears in the search component of the portal.

Selected file for the search component, 4MB max.

Personalized Messaging

Welcome Message

There are additional areas where you can customize the content on your SolarWinds Service Portal. The areas that messaging can be customized include:

  • Welcome Message - A welcome message that appears in the search component on the portal homepage

  • Main Message - Seen by all users and can include formatted text, images and links

  • Announcement Message - For special updates and can be published to the Service Portal

Allowed Domains

To manage creation of accounts in your Service Portal, you can enter specific domain names. This will prohibit anyone with a foreign domain from creating an account within your Service Portal.

  • If this field is not defined, any user will be able to create an account (not recommended)
  • If you would like to list multiple domains, separate each with a comma

Menu Navigation

The table below assists in setup of visible and non-visible fields. You can create relevant Menu labels (or reset to default), select visibility and the order in which you would like the information to appear.

The first column labeled Use reflects whether this field is visible. You’ll find the first three rows are greyed out - these three pages cannot be hidden.  The bottom three rows are optional and can be hidden.  This determination is based on your utilization of solutions content and service requests. Make sure to click Update to save any changes made or Reset to default.  

Functionality

Additional features in this section of the setup relate to the way your employees interact with the SolarWinds Service Portal. You have various options for customizing the functionality that your employees are given. For example, you can hide or unhide selections like category, priority and due date or give them the ability to mark their own requests as resolved.

Signup Message

A custom message that will appear on the portal signup page

Incident Fields Settings

In the New Incident page, you can create a custom Incident Header Field Label

For example:

  • Title
  • High level description of issue etc.

Notice the Category and Subcategory sections. It is important that a category is selected however at times the end user may not understand which subcategory is most relevant. Therefore the Category and Subcategory sections are independent of each other which allows an Agent to review the details of the Incident prior to determining the subcategory.

In New Incidents and New Service Request pages there are a number of fields that you must define as Visible and/or Mandatory

The fields are:

  • Site
  • Department
  • Priority
  • Attach files
  • Due date

Service Catalog

Select the page layout of your Service Catalog

Please make sure you review every section in the Setup of your Service Portal to ensure you have customized the best look and feel for your organization. 

Notice the toggle pills at the bottom. Select On to trigger one or all of the options such as:

  • Portal users can mark requests as resolved.
  • Allow end users to sign up for portal.

    While some customers use the service portal solely to assist and engage with their employees, there are many customers who utilize it to engage with external customers as well. When using the portal to communicate with external customers, admins may want only employees to have access to the portal. This is achieved by opening an account for each user during the onboarding process. There are cases where an end user can open their own account, through the portal’s login page.

    As customer needs vary, and even in the case of internal employees - requesters are not always aware that they have an existing account and inadvertently end up creating additional accounts.

    When the toggle is turned off, the link to create a new portal user on the login page will not appear. This ensures no end user can create a new user utilizing an email address not managed by your administrators.

Modern View

Take a tour of the new look and feel of the portal or simply click Switch back to classic view to return to the view you are familiar with.

Logo

Your logo can appear in several places throughout the SolarWinds Service Desk and details about the location and sizing can be found within setup.

Once an image is selected, you can remove and/or change as desired.

Favicon

This is the icon that appears on the tab in your browser. 

Once an image is selected, you can remove and/or change as desired.

Colors

Customize the navigation bar to match your company branding.  Select a primary and secondary color and preview to ensure your satisfaction. For more details, refer to the color portion in the SolarWinds Service Portal setup.

You can select:

  • Header Background
  • Navigation Background
  • Navigation Icons
  • Section Icons
  • Request Toggle
  • Search Image Text Color
  • New Ticket Background Color
  • New Ticket Text Color

Once you make your selection, you can reset to default, preview and update

Highlighted and Popular Components

Select quick access to previously successful solutions and services that are offered on your portal homepage.

  • Highlighted - Can display up to 5 solutions that are marked as highlighted
  • Popular - Displays the top 5 solutions and/or services based on number of views, votes and requests

Search Image

The search image appears in the search component of the portal.

Personalized Messaging

Welcome Message

There are additional areas where you can customize the content on your SolarWinds Service Portal. The areas that messaging can be customized include:

  • Welcome Message - A welcome message that appears in the search component on the portal homepage

  • Main Message - Seen by all users and can include formatted text, images and links

    For example:

  • Announcement Message - For special updates and can be published to the Service Portal

Allowed Domains

To manage creation of accounts in your Service Portal, you can enter specific domain names. This will prohibit anyone with a foreign domain from creating an account within your Service Portal.

  • If this field is not defined, any user will be able to create an account (not recommended)
  • If you would like to list multiple domains, separate each with a comma

Menu Navigation

The table below assists in setup of visible and non-visible fields. You can create relevant Menu labels (or reset to default), select visibility and the order in which you would like the information to appear.

The first column labeled Use reflects whether this field is visible. You’ll find the first three rows are greyed out - these three pages cannot be hidden.  The bottom three rows are optional and can be hidden.  This determination is based on your utilization of solutions content and service requests. Make sure to click Update to save any changes made or Reset to default.  

Functionality

Additional features in this section of the setup relate to the way your employees interact with the SolarWinds Service Portal. You have various options for customizing the functionality that your employees are given. For example, you can hide or unhide selections like category, priority and due date or give them the ability to mark their own requests as resolved.

Signup Message

A custom message that will appear on the portal signup page

Incident Fields Settings

In the New Incident page, you can create a custom Incident Header Field Label

For example:

  • Title
  • High level description of issue etc.

Notice the Category and Subcategory sections. It is important that a category is selected however at times the end user may not understand which subcategory is most relevant. Therefore the Category and Subcategory sections are independent of each other which allows an Agent to review the details of the Incident prior to determining the subcategory.

In New Incidents and New Service Request pages there are a number of fields that you must define as Visible and/or Mandatory

The fields are:

  • Site
  • Department
  • Priority
  • Attach files
  • Due date

Service Catalog

Select the page layout of your Service Catalog

Please make sure you review every section in the Setup of your Service Portal to ensure you have customized the best look and feel for your organization. 

Notice the toggle pills at the bottom. Select On to trigger one or all of the options such as:

  • Portal users can mark requests as resolved.
  • Allow end users to make requests from select Change Catalog Items (CCIs) directly from the service portal.

    This allows non-agents to benefit from the Change Management (CM) feature. You can increasing accessibility and the impact on service delivery while reducing the lifecycle time around CM.

    Just some of the ways you strengthen your connection with the requester

  • Allow end users to sign up for portal.

    While some customers use the service portal solely to assist and engage with their employees, there are many customers who utilize it to engage with external customers as well. When using the portal to communicate with external customers, admins may want only employees to have access to the portal. This is achieved by opening an account for each user during the onboarding process. There are cases where an end user can open their own account, through the portal’s login page.

    As customer needs vary, and even in the case of internal employees - requesters are not always aware that they have an existing account and inadvertently end up creating additional accounts.

    When the toggle is turned off, the link to create a new portal user on the login page will not appear. This ensures no end user can create a new user utilizing an email address not managed by your administrators.

To add CCIs to your Service Portal, follow the steps below:

Steps to Enable select CCIs Directly from the Portal

Step 1

If you determine that it is best for the organization to utilize this feature, make sure you adjust the necessary areas in the platform. See below:

  • Toggle the Allow the request of selected Change Catalog Items from the Portal to On
    • This is located in the Setup section. Navigate to Global Settings and select Service Portal. Scroll to the bottom of this menu to find the relevant toggle pill.
  • Update the dedicated Category and Subcategory list for changes.

Any names found on both the Changes Index and Service Request Index will be merged and only appear one time in the portal.

If you will not be utilizing this feature, turn the above toggle to Off.

Step 2 (Optional)

Custom Fields: If you would like selected custom fields to be shown in the portal, make sure to mark the Show on portal check-box.

Navigate to Setup, select Service Desk and click on Custom Form. Enable the checkbox to Show on Portal.

Step 3

Permissions: In order for the Requester and/or Service Task User roles to have access to select CCIs in the portal, you must enable the following permissions.

Subject Change Catalog Changes
Action Read Read, Create
Scope State = Approved  
Scope Site and/or Department and/or Category and Subcategory Site and/or Department and/or Category and Subcategory

Once these permission are granted, Requesters and Service Task Users can see and request the relevant CCI directly from the Portal.

Step 4

Defining your visibility:

  • Toggle the to the On position in the upper right corner of your screen. (See image below)
  • To provide further detail to the requester, mark the description section and/or the three phases of the change plan. Select Show in Portal. (See image below)
  • Select the Highlight Service checkbox. This places the CCI in the portal homepage under the Highlight Service section.

Only CCIs in an Approved state can appear in the portal