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This document explains how SolarWinds Service Desk (SWSD) administrators define the attributes of your organization's users as they relate to the roles, permissions, and restrictions they take on in SWSD. You can also export your user list via CSV, XML, or PDF, or you can print the list. Users are defined by domains (allowed and external).
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.
|ITSM customers||ESM customers|
|Setup > Account > User & Groups > Users||
Organization (or Service Provider) > Setup > Account > User & Groups > Users
It is important to note that after users are created, they can be viewed and edited at the Service Provider level.
There are multiple ways to create your users. Options are:
- Import option
- Manual option
- User Provisioning option
- Convert from external domain user to approved domain user
- API script
For ESM customers, user setup is managed at the Organization level. Be aware that if you import or manually create users, SolarWinds recommends adding a site manager and a default assignee to each site.
You can also manually enter individual users. When creating users, you will need to enter details such as:
- Reports to (Manager)
You can choose to create, update, and disable user accounts via user provisioning.
Be sure to update the source database records before you provision.
Click the link below for the relevant integration:
Go to Settings > Users & Groups > Users.
Select the External Domains tab.
Select a name from the list.
In the Actions column a new Convert button displays.
Click Convert to convert the Requester to an Allowed Domain User.
As you build your user list, you can view all active and inactive users via the All Users index page. There you will find basic information such as:
- User Name
- Role and more
Two tabs display on the All Users index page. They are Allowed Domains and External Domains. From either tab, when you hover in the Actions column over any user, multiple icons display (depending on the role of the user viewing the list, some icons may not display). Using these icons you can:
- Edit the user profile
- Disable a user
- Resend an activation email
- Reset user password
- Delete user
- Grant developer access
As you build the repository of users within your organization, you can customize the All Users index page to a view that best meets your needs. See
On the All Users index page, you can enable the toggle pill at the bottom of the page to allow users to upload their own avatars. When this toggle is disabled, the user identifier reflects the user's initials. Only after enabling this switch can users upload a personal picture.
To access a user's details page, click the user name on the All Users index page.
On the details page, in the panel on the left you can see information specific to the user, for example, the user's profile name, email address, and other information, such as site, department, role, language, last login date and time, number of email activities, and SWSD default landing page.
At the Organization level, you can click Actions to edit the user account, reset the user's password, print a user card, adjust user profile settings, and disable the user account.
In the pane on the right you can see assets assigned to the user, incidents assigned to the user in Service Desk, requested incidents, changes, and configuration properties.