Community
- Command Central
- MVP Program
- Monthly Mission
- Blogs
- Groups
- Events
- Media Vault
Products
- Observability
- Network Management
- Application Management
- IT Security
- IT Service Management
- System Management
- Database Management
Content Exchange
- SolarWinds Platform
- Server & Application Monitor
- Database Performance Analyzer
- Server Configuration Monitor
- Network Performance Monitor
- Network Configuration Manager
- SQL Sentry
- Web Help Desk
Free Tools & Trials

SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Ability to upload custom icons and logos to dashboard widgets
Better Widget Customizations The portal homepage does not allow the ability to upload custom icons or logos to the custom tile buttons. The icons available are extremely limited, outdated and not consistent with today's diverse array of icons available. Also, we would like to use logos for our business where we manage…
WhatsApp support in ITSM for Major Incident Management and Stakeholder comunications.
While employees use Teams and Slack, staff who are not on-call, business product owners and other stakeholders mostly use WhatsApp. I am talking about AU/NZ and SEA. This is a growing region for SolarWinds ITSM where the ITSM presence is very low. I understand that WhatsApp may not be big in the USA, where SAmanage has…
Ability to add a table to a Service Catalog Item
We have a need to add a grid like parts list to a service request, which could be created with a series of text fields, however, fields cannot be reused. So this request could focus on the ability to reuse custom fields on a form or reuse input fields on a service catalog item. However, this would not be an attractive…
Task Approval window should include the requester details
At the moment, Task Approval window does include the detail of the person asking for approval or the person who opened the case -- It would be nice to include that detail for approver's visibility.
When creating a new incident from platform view, DO NOT USE the Service Desk Agent completing the form as the default Requester.
When a Service Desk Agent is creating a new ticket for a Requester from the Service Desk Agent's platform view, the default form should not populate the Requester field with the Service Desk Agent's name. Can the default be set to "Not Set" instead?
Better ways to manage a queue within Service Desk.
As of now, queue management in Solarwinds Service Desk is non existent. It would be nice to be able to easily see who is available in the queue and who is not. It would also be great to be able to easily see how long somebody has been in available for that day and how many tickets the round robin has passed to them. In…
Enhancement Request: Emoji Insertion and Expanded Text Space in Service Request Forms
It would be highly beneficial to add the ability to insert emojis directly from the formatting toolbar in the Service Desk request forms, as well as to allow the text field to utilize more of the available space. This enhancement would make request descriptions more engaging and expressive, help emphasize key points…
Customize ESM Org level Roles
We have some groups who share ticket views as a requester, the ability to edit roles at the Org level would allow us to create a global view of all tickets for these specific groups, instead of having to go into each separate provider. We could also get more granular with the admin access.
Ability to Verify Custom Field Input with RegEx
I have a custom text field where it's asking for an email address. However, the way that custom text fields currently work, the user can input anything and it will be accepted. I added "help text", but apparently that wasn't enough for my users. It would be nice if I could verify that this text fits requirements using a…
Count Private Comment as Comment for SLAs
Private Comments should count as a Comment for SLA purposes, Not Commented in X Days shouldn't be triggered when Private Comment has been created on SolarWinds Service Desk Incidents/Tickets.