Forwarded incidents still appear as active in the original service provider’s queue in SolarWinds Service Desk (ESM)

When an incident is forwarded from one ESM service provider to another in SolarWinds Service Desk, agents in the original service provider continue to see the forwarded ticket in their active incident views. Agents expect the ticket to disappear from their active queue once it has been forwarded, and want to understand why it still appears and how to prevent it from impacting their day-to-day queue and reporting.

In ESM environments, forwarding a ticket creates a new incident for the target service provider while leaving the original incident in place as a Forwarded reference record in the originating provider:

• The original ticket’s state is automatically transitioned to Forwarded and is disabled for further editing.
• A new incident is created for the receiving service provider; that new incident becomes the active record for further work.

Because the original ticket still exists and its state is part of standard incident states, it remains visible in any incident view or filter configuration that includes the Forwarded state. This is expected behavior and preserves a full audit trail of where the ticket originated and how it was handed off.

There is currently no global setting to remove forwarded incidents from every admin’s “Active Incidents” view; filtering must be controlled at the view (user) level.

Resolution

1. Confirm this is expected behavior for forwarded incidents

   • In ESM, when you forward an incident from one service provider to another:
     • The original incident is automatically moved to the Forwarded state and is disabled for editing.
     • A new incident is created for the receiving service provider and becomes the active working ticket.
   • The original Forwarded incident can still appear in the originating provider’s incident views, including views used as “active” queues, if those views include the Forwarded state.

2. Treat the new incident in the target service provider as the “active” ticket

   • For day-to-day work and reporting:
     • Use the incident created in the receiving service provider as the active ticket to track and complete the work.
     • Use the original Forwarded incident only as a reference and audit record of the original submission and forwarding action.

3. Update your incident view to hide Forwarded incidents from your active queue

   Because there is no global configuration to remove Forwarded incidents from the Active Incidents view for all admins, each user (or shared view owner) should adjust their incident views to exclude the Forwarded state:

    

   1. In SolarWinds Service Desk, go to Incidents to open the incidents index page.
   2. Open the view you use for your active queue (for example, “All Incidents”, “My Incidents”, or another saved view).
   3. Edit the filters for this view:
      • Locate the State (or Status) filter.
      • Make sure Forwarded is not included among the selected states.
   4. Apply the filter changes and save:
      • Either update the existing view, or
      • Save as a new view (for example, “Active incidents (excluding Forwarded)”).
   5. (Optional) Set the updated or new view as your default incident view so that Forwarded incidents no longer appear in your main active queue.

   This ensures Forwarded tickets remain accessible for reference but do not clutter the working queue used for day-to-day incident resolution.

4. Create or share a standard view for your team (optional)

   • If multiple agents in the same service provider are impacted:
     • Create a shared incident view that excludes Forwarded from the State filter.
     • Ask team members to use that shared view as their default active-queue view.