Documentation forSolarWinds Service Desk


From the Users page, you can find all the users in your account, from both allowed domains and external domains. Here you can define the attributes of your users as they relate to the roles, permissions, and restrictions they take on in the SWSD. You can also export your User list via CSV, XML, or PDF, or you can print the list.

User setup

To set up Users, navigate to Setup > User & Groups > Users.

There are multiple ways to create your users. For example, options are:

Import option

See CSV Imports for instructions on how to import a csv file to create new user records.

Manual option

You can also manually enter individual users. When creating users, you will need to enter details such as:

  • Name
  • Title
  • Site
  • Department
  • Reports to (Manager)
  • Role

User Provisioning option

If you chose to update via user provisioning, click the link below for the relevant integration:

Convert from external domain user to approved domain user

  1. Go to Settings > Users & Groups > Users.

  2. Select the External Domains tab.

  3. Select a name from the list.
    In the Actions column a new Convert button displays.

  4. Click Convert to convert the Requester to an Allowed Domain User.

Best practices

It is important to assign a site and department to each user to help in automating flow of ITSM objects.

For example, if an IT related Incident is created, it can be automatically routed to a user in the IT department.

All Users index page

As you build your User list, you will be able to view all Active and Inactive Users via the All Users index page.

Here you will find basic information such as:

  • User Name
  • Email
  • Role and more

When hovering in the Actions column over any user multiple icons appear (depending on the role of the user, not all icons will appear) that allow you to:

  • Edit the user profile
  • Disable a user
  • Resend an Activation Email
  • Reset User Password
  • Delete user
  • Or Grant Developer Access

As you build the repository of users within your organization, you can customize the All Users index page to a view what best meets your needs.


Notice the 3 red arrows in the image below:

Select the single triangle to filter via:

  • All Users (Default)
  • Disabled
  • Logged in in last 30 days and more

SolarWinds recommends you take a moment to open the dropdown menu to familiarize yourself with the options offered.

Filtering options

In the image above, the arrow pointing to reflects your ability to view your options. Filtering options include:

  • Edit
  • Share your view with others
  • Save Changes and more

When you select blue Edit View, a column will appear in the left pane of your screen where you can:

  • Filter via specific attributes such as Active Account, Department etc.
  • Select the columns for your index page and the order in which you would like them columns to appear.
  • Or sort via Name, Email, Role etc.

Lastly, there is a toggle pill at the bottom of the page which you can enable to allow users to upload their own avatars. The default user identifier reflects the user's initials, or they can upload a personal picture.

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