Documentation forSolarWinds Service Desk

SolarWinds Service Desk Agent

Your SWSD provides great insight into the products and services your organization provides. If you are an administrator, please click here, to go directly to the Service Desk setup section. If you are an Agent, this guide will walk you through understanding how each feature can benefit you in your daily workload.

The first step is to log in via browser or mobile app. You will be taken to the SWSD landing page, also known as your Dashboard.

  • Log in via browser to your SolarWinds Service Desk
  • Log in via your mobile app (for details on how to access the mobile app, please click here)

My Account

Before jumping into all the options and features, let's look at what you have at your fingertips:

From the landing page, select your avatar and notice the dropdown menu.

The table below defines the areas you can quickly and easily navigate to:

Title Location
My Account

From here you can access and edit your profile and Settings.

From your profile:

  • Change your password
  • Add title
  • Department and so much more

From settings:

  • Create a personalized email signature
  • Personalize defaults within your SWSD
  • Enter out-of-office message
  • Select to enable Chat and so much more
Support

Takes you directly to a details page where you can:

  • Download a free trial
  • Search
  • or contact us
Community Log into your SWSD community to gain access to all our great resources, product announcements, and our support portal
Go to Portal View

Direct access to the Service Desk where you can view:

  • You Active and Closed requests
  • Request popular services
  • Review popular solutions
  • and access the Knowledge Base, create a new ticket and request a Service

By clicking on your avatar you can go back to the platform

Keyboard Shortcuts Review the keyboard shortcuts that are available for incidents and other areas
Sign Out Sign out of your SWSD

Now, you can:

  • Continue reading this guide to gain indepth knowledge and familiarity with your service desk.
  • Find out more about the Chat feature where you as the Agent can directly assist your users. The chat icon is located in the top bar and from here you can accept new chats, for more details on Chat, please click here.

For a detailed understanding of your dashboard and how to customize the view to best meet your needs, click here.

Once you have completed review of the widgets and additional data located in your Dashboard, you can proceed to the features of your SWSD. These include all ITSM objects and data related to each. To ensure you make the most of your SWSD, you can customize every screen. Before we review how to filter, edit and customize your view, let us briefly introduce you to how simply it is to navigate throughout your Service Desk and locate exactly what you need.

How to Search my SolarWinds Service Desk

Basic Search

Throughout each service desk screen, you will find a search field which allows you to search for free text. By default, the search will match the whole term. When needed, wildcard searches can be used (? replaces a single character, and * replaces zero or more characters).

Exact Phrase Matching

When looking for words that are near each other, for example: “quick brown fox”, the search query will show only results that contain all of the search terms, in the same positions relative to each other.

Operators

The preferred operators are + (this term is part of the search) and - (this term is excluded from the search).

For example: this query:

quick brown +fox -news

Therefore:

fox must be present

news must not be present

quick and brown are optional — their presence increases the relevance

Grouping

Multiple terms or clauses can be grouped together with parentheses to form sub-queries.

The following is an example of how to use and/or combination to search for incidents under the UK site where the description is either UAT or Workaround.

(Description: UAT OR description: Workaround) AND site: UK

The "AND" and "OR" conditions must be written in capital letters.

Customizing your View

As mentioned above, all views can be edited, however it is important to point out that as you utilize your service desk, we build on the information stored. That is, when you save new views, you will be able to access them in the future. Each index page begins with an out-of-the-box default look, however can be changed over time based on the way you choose to edit, filter and customize your service desk views.

What is a view?

A subset of data contained in a table. This data is dynamic, as it changes depending on the point in time in which the view is accessed.

Each ITSM object such as Incident, Problems, Changes etc. has a unique out-of-the-box Index view that displays all the data in a table format.

Why are views used?

Views have several purposes in your databases. Customize and prioritize Views to focus on the most relevant columns you need to monitor. Views can also restrict a user by applying permissions and restrictions to determine which rows and columns a specific user can access and/or alter.

Now available in labs, there are enhanced views with more customizable options. For more information about Customizing your view, contact your administrator and request that s/he toggle on the List View option. The administrator can enable this view for all or select users.

Click here for more information regarding details of List View and enhancing the current Edit Filter availability.

If you would like ITSM specific information, select the ITSM object below to learn more about the details stored and a link to List View details.

  1. Incidents

  2. Problems

  3. Changes

  4. Change Catalog
  5. Releases

  6. Solutions

  7. Service Catalog

  8. CMDB