Documentation forSolarWinds Service Desk

SolarWinds Service Desk for agents

SolarWinds Service Desk (SWSD) provides great insight into the products and services your organization provides. This guide walks agents through understanding how each feature can benefit you in your daily work.

To access SWSD:

  • Log in via browser to your SolarWinds Service Desk or
  • Log in via your mobile app (see Mobile Devices for more information).

After login, the SWSD landing page, also known as your Dashboard, displays.

My account

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

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

Title Feature
My Account

Access and edit your profile and settings.

  • Profile:

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

    • Create a personalized email signature
    • Personalize defaults within your SWSD
    • Enter out-of-office message
    • Select to enable Chat and so much more
Documentation Go to the SolarWinds Customer Success Center, where all documentation for SWSD is stored and maintained.
Community Log into the Thwack SWSD community, to gain access to product forums, resources, product announcements, and free tools.
Support

Go to the Service Desk Support Contact Information page containing contact information for customer service/sales and technical support. From the page you can you can:

  • Download a free trial
  • Search SolarWinds.com
  • Contact SolarWinds
Go to Portal View

Direct access to the Service Desk where you can view:

  • Your active and closed requests
  • Request popular services
  • Review popular solutions
  • Access the Knowledge Base
  • Create a new incident ticket and request a service

From the SolarWinds Service Desk site, you can click on your avatar and select Back to platform to return to your instance of Service Desk.

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

We recommend that you:

  • Continue reading this guide to gain in-depth 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 detail, see Chat.

Dashboard

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

After you have completed your 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.

Navigation and customization

It is easy to navigate through your service desk and locate exactly what you need. See Search my SolarWinds Service Desk.

It is also easy to filter, edit, and customize your view. See Customize your view.

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.

Customize your view

All views can be edited. It is important to point out that as you utilize your service desk, SolarWinds builds 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. It 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 an incident, problem, or change 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 columns you need to monitor most. 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.

List View provides information about how to modify and using edit and filter capabilities.

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

Related topics

Administrator Setup Guide