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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Additional Reopen Resolved/Closed Incidents options
I would like to see the option below separated. One switch for resolved, and one switch for closed. Closed should be the absolute end of the life of an incident, whereas users should be able to respond to a resolved ticket if its not actually resolved, and then it should be reopened for additional work. It would be nice to…
Custom Resolution Codes (State) in Automation Rules
Only "Resolved" can be selected as an automated state. There is no option to additionally select a Custom Resolution Code. Please add these as sub-options under the "Resolved" state in the Automation Rules.
Default user profile tags - turn on/off
Is there way to turn on/off the user details that appear under the incident name? We can see their Dept and Site, but this confuses some technicians making site visit. I know these can be changed manually. Is there a Global setting or Service Desk setting where we can dictate which user profile information to show.
Allow .DOC(X) or .PDF Ingestion into Solutions and Keep Formatting/Screenshots
I would like to be able to import a Word Document or PDF to Solarwinds Service Desk Solutions and create a Solution. Article from the uploaded document. RIght now, doing a copy/paste from Word or a PDF breaks formatting, numbered/unnumbered lists, screenshots, etc. ...
Most recent/latest comment email variable
When getting a notification of being mentioned in an incident, it's annoying that the email doesn't include the comment in question and you have to click through in to Service Desk to see it. Not always ideal if checking email on mobile etc. It would be good if there was an email variable we could add to this notification…
customizable priority mapping between alert severity and incident priority
customizable priority mapping between Solarwinds SAAS alert severity and SWSD incident priority.
Dashboard on Mobile App
My apologies if this has already been requested, I failed to find through search. If it has, please link and I will upvote. * It'd be nice to have the Dashboard replicated / available on the mobile app.
Make Task Users see the real requesters and ability to customize the view
now task users see the requester but it is the assignee , make the task users see the real requester and add columns or customize the view as needed
Reorder tasks related to Incident, Requests and Changes
Currently, there is no way to manually rearrange or reorder tasks attached to Incidents, Requests, and Changes based on personal criteria after the insertion. Tasks are listed with the most recently added at the top, which is not ideal when planning activities. It would be helpful to have the ability to move each task as…
SolarWinds Discovery Agent.pkg
-Customer would like to deploy the SolarWinds Discovery Agent on MacBook devices. However, for deployment purposes, they require the installer in .pkg format instead of .dmg. -They had tried all possible workarounds. The only step they haven’t attempted is deploying a .pkg file. However, this requires the App Bundle ID…