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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Scanning the asset tag of devices other than computers through the mobile app
Please let us scan the asset tag of devices other than computers through the mobile app
Report to see which technicians are "Available" the most in Service Desk
Please create a report to see which technicians (Service Desk Agents) are available the most per day/week/month. This is for round robin ticket assignment. I would like to see how often techs are available or not available in Service Desk.
Dark Mode support for the mobile app
Please implement Dark Mode support for the mobile app. This would greatly enhance the user experience, especially for those using the app in low-light environments.
Dashboard and reports for Agent surveys
I would like a dashboard widget and report besides the two CSAT ones for survey results breakdown. I made a custom survey but it is 3 5star fields and a comment field. This report shouldn't be hard to make.
Ability to edit, hide or delete the default incident views
We have created several of our own incident views and want to name them what the default ones are. We can't delete or edit the default views. It really stinks and we mess this up everyday when having our standup meeting.
Agents add comment to tasks
Workaround is agent replies to task assigned to you notification email, but seems silly agent can't send a comment like 'account created,user and pass' as a comment in the task.
PowerBI add more data fields
Add more fields to the native PowerBI connector for integrations so we can get better reporting. Specifically Tasks data from Incidents. After expanding the task column in the incidents table, we are only seeing the task number. We would like to see more information regarding tasks such as the task owner, task open and…
Assigning more than one role to a user
Currently only able to create a role, and if one of those users is needing to perform additional responsibilities, you have to create a completely new role to incorporate what they currently do and along with the new role. There are not very many people who do more than one role but the few do not perform the same duties.
Calendar to select days and times and exclude not working days/ holidays
Add to options under Task and automations to be able select days and times individually and have a list of excluded holidays to follow.
Jira Intergration ability to pass attachments
Transferring attachments during a SolarWinds Service Desk (SWSD) incident-to-Jira integration is a common requirement to provide complete context for escalated issues.