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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

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.
Show real-time newly assigned incidents to a saved filter
If we have a saved filter for Incidents, it automatically shows new tickets created under that filter. However this is only applicable for NEW incidents. Incidents that are re-assigned is not prompting automatically. Still need to refresh the page to load the new incidents. Can we have this automatic prompt of…
Chat history for agents
How agent can get live chat history. Not able to see any option to get all chat history which was accepted by agent and had conversation with requester, chat is closed and need to look history or whom he had conversation
SolarWinds Observability SAAS all nodes need to be populate in Service Desk CMDB
looking for integration between SolarWinds Observability SAAS all nodes need to be populate in SolarWinds Service Desk CMDB
Add Multi-select User Field for Service Requests
Sometimes there is a need to get a list of users from the requester to fulfil a request. For example, if someone wants a new Distribution List, you would want them to include a list of users to be in the new list. Or if someone is switching roles, you may want to know who is now reporting to this person. The only way to do…
Ability to delete Service Providers
While performing initial configuration, we created a service provider that is no longer needed. We have disabled it, but in the spirit of "keeping things clean" we would like to be able to delete this service provider. We understand that any history/etc tied to that service provider would be deleted.
Customizable Email Templates
The ability to add custom email templates to be used in notifications
Integration with ServiceNow
Integration with ServiceNow