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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Use of custom fields as variables in response templates
We have several custom fields in a ticket that have to be included in response templates. We want to include them as variables to speed up the messages.
Approval Reminders - Reflect Business Days
The new approval reminders are great, but they don't seem to care about days of the week. A user submitted a ticket mid-day Thursday, and yesterday (Sunday) I got a reminder that this approval had been pending for 3 days. In reality, it had only been about 1.5 business days. So when I came in today (Monday) I had this…
Ability to Clone Custom Forms
Instead of rebuilding a new custom form with a format that's very similar to an existing custom form, I think it'd be great to have the ability to clone an existing custom form, then we can change it around a little bit. This will cut down a lot of time when trying to create those larger forms and avoid having to manually…
Provide ways to automate certificate renewal
With the changes coming to the maximum length of time certificates can be valid, it would be awesome if there was a way to automate this replacement. While it will still be manageable for the next few years, it will eventually be untenable to do it manually for all the different certificates we have to manage in IT . We've…
Canned responses feature to ticket replies
Canned responses feature to ticket replies
Vendor, service provider and contract management
I demoed Genuity helpdesk for fun and they offer some nice features. their helpdesk isn't a robust as swsd but they do have contract, ISP (service provider), and vendor management and have breakdown reports based on cost per vendor, license tie in to Okta, Microsoft, Salesforce etc as well.
Have the ability to restrict the User dropdown list and the Group Assignment list as well
Hello community, For specific reasons, I need Service Agents to be restricted from viewing the entire list of users. Instead, they should only be able to see a specific group/people they can assign the ticket to. The same for the group assignment dropdown. Currently, this is not possible, as all Service Agents can see all…
automation rule and show fields
Merge the automation rule and the dynamic form rule have the same conditions and actions. to able to show a form after the state is set to something specific as an example
Add option for "commenter" is "in CC" in Automation Rules
We currently have a rule which sets our tickets to "Customer Responded" state if the requester comments on the ticket. However, when someone who is CC'd on the ticket responds, this change does not happen. Selecting CC'd users is not currently an option in the automation rules.