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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

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…
Support for Requester's Mobile Number Variable in Emails
Currently, email templates only support the {{requester.phone}} variable, which references the primary phone number. We would like to request the addition of a variable (e.g., {{requester.mobile}}) to specifically pull the requester's mobile phone number, which is often a separate field in user profiles. This enhancement…
Expand Reporting Capabilities: Ability to export any report and Data Export/customized report types
It would be helpful if reporting options and filtering were more granular, to align the same reporting capabilities of exporting and scheduling from all reporting/auditing sections across the entire service desk account, and not just from the reports section. Specifically, having the and ability to export from task views,…
Ability to search through the audit of all assets collectively to determine who owned the machine before
I am trying to find out who an asset belonged to before. It would be good if there is a way to search through the audit collectively. Ideally, search for the user name and find out all the machines that has been ever assigned to them. At the moment, we can only scroll through the individual audit of a machine. Thanks