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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Unassign action from automation rules
Hello! I would like to request a new feature to be present in the Automation rule actions section. Currently, you can set the action to update a record after a condition has been triggered. I am wanting to request the ability to "unassign" a ticket. Right now, the way I do this would be: Actions -> update record ->…
Want to bulk update Tickets with comment
As we update any tickets with the Bulk Update functionality, there should be an option to write comment as well. Similarly, as we are updating ticket state to resolve by opening ticket then resolution description comment box is appearing. Same thing is not appearing while doing bulk ops from summary view.
Default view option for My Tickets on the portal page
Would like to see the option of having a default view for My Tickets on the portal page. I'm thinking most users may want to default to My Requests view. Thank you!
Approval Reminders Need to Include Link to Ticket!
I applaud SWSD for implementing Approval reminders (added May 18th, 2025, see…
drop down boxes getting cut off
this drop down gets cut off. the resolve window shouldn't be a pop up window it should just take you to a new screen. It's frustrating trying to see things and it scrolls to fast for an area that only shows 3 at a time.
ability to map ChromeOS Annotated Asset ID to AssetID for easier identification
We asset tag our own chromebooks and add the number into the AssetID field in Gsuite. when it pulls over into solarwinds, it is put into the ChromeOS Annotated Asset ID: field, which does not show up in searches for assets. When doing searches, it appears that the AssetID from Solarwinds is populated with the ChromeOS…
Improve Email-to-Ticket Parsing to Exclude Full Email Chains and Outlook Headers
When emails are sent to the Service Desk via the helpdesk address, the system currently includes unnecessary Outlook metadata and full conversation threads in the ticket comments. Scenario 1: If a user sends an email directly to the helpdesk address, SolarWinds Service Desk includes the Outlook header (e.g., “From,”…
Strip signature from email replies/forwards
I would like to automatically have email signatures stripped when someone is replying via email.
Send Automatic Reply to Commentor when Incident is closed
We do not want tickets re-opened. It would be nice if anyone posting a comment via email to a closed ticket receive an automatic message that their comment will not be seen and to open a new ticket via the Portal.
Edit the field order and placement on Custom Forms and Service Items
We want to dress up our forms and also try to mimic some of our old forms we are replacing to make things easier for our end users. While its great that these have some default fields, I need to be able to put them in different orders and placement. I get that I can control that on the custom fields based on the order they…