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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Benchmarking - Editing Sufficiency - Scope and Filtering with multi-picklist option
Benchmarking is not efficient for reporting at scale, as result of no multi-picklist capability whereas I can select multiple categories, agents etc. to filter in benchmarking for a specific departmental services. We have 56 service agents licensed in our service desk for departmental ticketing, such as IT, Facilities, HR,…
Allow embedding of how to steps from 3rd parties for solutions
We currently use Scribe to create how to's and step by step instructions for solutions and our users. Currently, you cannot embed the steps in solutions so that if you update the how to or instructions on the Scribe site, it will update through solutions. I've reached out to tech support and they currently only support…
Allow embedding of how to steps from 3rd parties for solutions
We currently use Scribe to create how to's and step by step instructions for solutions and our users. Currently, you cannot embed the steps in solutions so that if you update the how to or instructions on the Scribe site, it will update through solutions. I've reached out to tech support and they currently only support…
leverage automation to attach solutions to incidents.
I would like to be able to automate attaching a solution to an incident based on key words.
Ability to add branding logos and html codes to customize email templates
We should be able to add further customizations to the service desk email notifications like adding branding logos and html codes. Currently, we are only able to customize the email contents, but adding capability to add corporate branding to the email notifications would be a very useful feature
Tags for Groups for Searching Capabilities
Allowing tags for groups in the use case of tag a Group (or add to description) a keyword like 'Outlook' - Then if a user is searching through groups to assign a ticket, if they type the keyword/tag then it would show 'Application Support' group or whatever group is associated with that tag/description.
New Custom Field Types
Message / Text Display (Not Just Input fields) Would be good to have a field type of "Notice" or "Message" etc This would be to allow you to specify a message directly to the user about the expectation required from them in order for us to help them. For Example, if they selected * Category: Software * Sub Category:…
Allow Incident Description to be a Mandatory field
Need the ability to Allow Incident Description to be a Mandatory field
Allow Requesters to save filters in My Tickets
Requesters can add filters to a selected view in My Tickets but they cannot save them. Please make it so that Requesters can save their customized views.
Ability to Define Incident States as "Active" or "Closed"
Currently, while there is an option to add custom incident states, such as "Canceled," there's no way to define it to function like the Closed state. The main reason for this request is that the Canceled state still appears in the "Active" section of the My Requests widget in the user portal. We request the ability to…