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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Ability to create exportable forms from Service Requests
It would be great if there was an ability to upload a form with variables in it, then when a Service Catalog item is used replace those variables with entries from the Service Request, and then be able to export the form (with the values entered, replacing the variables) to a word document or PDF. For example, our finance…
Integrate Outlook calendar in SWSD
Have the ability, for each service agent, to integrate its personal company calendar with SWSD. This will allow to manage the day off automatically without using the module of SWSD under user profile
Option for sub-sub-categories
Hey! I'm unsure if this has been raised before but it would be great to have sub-sub-categories. Our company has ave SO many categories that sit with in sub categories so this would help clean up our ticket system immensely meaning it's easier for end users to navigate and raise tickets. Is there any plan for this? Cheers!
Create a custom field for 'department' that can be used on forms that is based off of the department data already in Service Desk that is used on users, and assets.
This would allow the field to be used on things such as a new employee onboarding request and have them select from a list of existing departments.
Allow customers to brand the Microsoft Teams Chatbot for Service Desk.
Currently the bot shows up as "SolarWinds Service Desk" with the SolarWinds logo. It would be nice to be able to rename this bot and update the log on it to reflect each companies branding.
Merged tickets should take details of the parent ticket.
When i merge a ticket it should take all of the details from the parent ticket. site, department, category, subcategory, assignee, impact/priority at this time it only auto closes and leaves everything blank then as an admin I must track it down and correct it due to our metrics and reports.
Nested Incidents/ Service Requests
So what i mean by nested is to add a Parent Child relation to related tickets. An example is we get a ticket from HR advising that several new associates are being hired we then create a internal Service catalog item per new associate and related it to the original request for tracking it would be nice to show its a child…
ESM - Allow ability to run an automation to auto-assign to a queue or individual for FORWARDED tickets between ESM Service Providers
When forwarding a ticket from one Service Provider to another in ESM, using an automation in the receiving Service Provider to auto assign to a queue or agent is currently not supported. Please allow this function so forwarded tickets can be auto assigned without manual intervention.
ESM - allow ability to automatically include attachments and images when forwarding to a new Service Provider
When forwarding a ticket from one service provider to another across ESM Service Providers, allow the ability to also maintain the user submitted documents and images through the forward to the new service provider. Currently, documents and images do not forward.
Allow State Change on Custom Date Fields
Allow automation to pick up fields such as custom date fields that can then be used to reopen tickets e.g. new starter starting on X date, placed on hold, custom field for reopen date, ticket hits that date and will change state as defined