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April 2020 Monthly Mission Shortcut


SolarWinds Service Desk is built to support ITIL best practices, and customers often start by using the product in IT. However, the flexibility and ease-of-use on the back end promotes an environment where other departments can offer services, fulfill requests, and resolve tickets, too. Tickets can be routed automatically to the facilities and human resources departments, but for this mission shortcut, we’ll simply assign a ticket to one of these groups.


Complete the mission shortcut between April 6, 2020 and May 3, 2020 to be entered to win a Nintendo Switch Lite!


Shortcut Steps:

  1. Start a free trial for Service Desk.
  2. Navigate to Setup > Users and Access > Groups.
  3. Notice you have other departments already set up for:
    1. Facilities
    2. Human Resources
  4. In practice, you should fill these groups with all the users who belong, but we’ll skip that here.
  5. Navigate to Service Desk > Incident.
  6. Click the “+” button to create a new incident titled, “Replace lightbulb in second floor kitchen.”
  7. Assign that ticket to the facilities group and click create.
  8. Take a screenshot of your assigned ticket and submit it.
  9. Hypothetically, the facilities team has been notified, so they can now replace the lightbulb and resolve this ticket. Nice job!