Today in SolarWinds Service Desk, a ticket can only be assigned to a single agent. In real operations, many tickets require shared ownership (e.g., onboarding/offboarding, hardware + access, app + network, security + endpoint, after-hours handoffs, mentoring/training, or complex incidents). The current workaround is to…
Sometimes critical information gets masked by the data masking feature incorrectly, or we need a requestor to be able to see masked information. Right now the only way we can do that is to send the information to them outside of the request. Would love the ability to assign the unmask permission either at the role level or…
Enable attaching multiple reports to a scheduled report email and allow separate recipient lists per attachment. This would allow sending a combined summary to management while distributing detailed reports to different operational teams, improving reporting flexibility, governance, and reducing manual forwarding.
It would be awesome if there was a catalog for incident tickets, rather then relying on custom forms and dynamic rules that require a user to pick a specific category and subcategory to have a incident ticket for a specific peice of software. Like if someone needs help with outlook, they can click the outlook option. I…
It would be great if we could make the "Assigned To" a mandatory field on closure, this ensures each tickets is closed with a technician owning it rather than just being assigned to the group assignee.
In the current workflow, when a customer submits negative feedback (e.g., “Dissatisfied” or “Very Dissatisfied”) on a CSAT survey, the process ends without any automated follow‑up. This results in: No structured mechanism for service teams to take corrective action. Lack of visibility and tracking of issue resolution after…
1. filter out software with 0 Installs 2. combine different versions with same name into one page: ie. instead of name - version - installs symantec - 1 - 46 symantec - 2 - 72 Then you click on each version to see where its installed. Instead it could be Symantec computer1 - version 1 computer2 - version 2 3. More columns…
This is a feature request for approvals via comments. We have a lot of users that will reply to the approval needed email with "approved" instead of clicking the approval button. If SWSD could recognize an approve or deny comment from the user pending approval would be a great improvement.
Greetings, SolarWinds Service Desk Team, I hope you are doing well. I am currently configuring user roles in SolarWinds Service Desk and would like to implement more granular restrictions for incident assignment. At the moment, assignment restrictions can be applied globally (all users) or not applied at all. However,…
Whenever you enter a new ticket, ITSM takes you back to the default incident list. That seems inefficient as you then have to click back into the ticket you just created to edit it. It would be more efficient (and nice) to be left in the ticket you just added to finish or make posts to it.
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