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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Within the contract portion of procurement allow the ability to edit and add contract types when creating a new contract.
I want the ability to allow our legal department to utilize the Solar Winds Service desk contract creation and tracking. One of the issues that we have run into is the lack of ability to create your own contract types for the drop-down field when one. They are only related to IT contracts which hinders our legal team's…
Custom Reports Enhancement - Custom Query Reports
Ability to build and save custom reports based similar to standard SQL queries. Giving the ability to pull data from a module outside of reports built into SWSD. In order to build these, allow customers to submit a request to SolarWinds with the information they are wanting to pull and the SWSD support team can provide the…
Service & Change Request – Approver Remarks Visibility
Hi Team, Creating this feature request on behalf of my client. They would like to a feature to ensure that approvers’ comments on approved or declined requests are automatically added to the ticket comments section, so that requesters—who cannot view workflow details—can still see the justification or feedback.
Service & Change Request – Reminder Email Notifications
Hi Team, Creating this feature request on behalf of my client. Send automated reminder emails to approvers, including Approve and Decline action buttons for quicker response.
Ticket Attributes – Editable Fields
Hi Team, Creating this feature request on behalf of my client. They would like to ability to provide access modifying ticket attribute data, enabling more flexible and accurate ticket management.
Change Request Survey
Hi Team, Creating this feature request on behalf of my client. They are requesting a feature to implement a post-implementation survey for Change Requests to gather feedback that will help improve user experience and support quality.
My Tasks – Visibility for Change Request Approvers
Hi Team, Creating this feature request on behalf of my client. They would like to have approvers to be able to view the requestor’s change request under their “My Tasks” list, ensuring the approval action is easily accessible.
Service Request & Change Request – Approval Workflow Logic
Hi Team, Creating this feature request on behalf of my client. They would like a feature where when two approvers are configured and the “Only one approver required” option is enabled, the workflow should proceed immediately after the first approver grants approval, without waiting for the second approver.
Service Request – Email Notifications
Hi Team, Creating this feature request on behalf of my client. They would like to enhance the email notifications sent to both the requester and the agent so that all approved and rejected items, including their associated attributes, are clearly listed in the service request email receipt.
Role Based Access/Permission
Hi Team, As highlighted in the screenshot below, I would like to request role-based access controls for each ticket tab. Each tab should allow separate, customizable permission settings so access can be managed independently based on user roles. Creating this feature request on behalf of my client.