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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

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
Hyperlinks/Documents on Global Response Templates
is it possible to get attachments and hyperlinks added to the Global response templates
Automation option | Add comment to incident
Currently the only automation option to add information in the ticket is to Append or Prepend the original request details. Feature request is to have the option of adding a Public or Hidden comment to the ticket inline with the thread. To use as automatic notes for technicians or automatic responses to the requester.
Service Desk | User Creation from Inbound Email - Parse Display Name for Name of User
When new user emails support for ticket creation. The email value is used as the new users Name as well. The older Web Help Desk parses the Display Name out as the users Name value. This would be helpful to see Display Name of user submitting request, so that we know who we are talking to; in most cases. For a staffing…
enhancement
Incident Management: - SLAs (Assignment group based, custom SLAs, Business rules, Service windows) Change Management: - Restriction to modification of changes post CAB approval - CAB meeting setup - Change blackout window Problem Management: - Problem ticket approvals - Problem with auto-creation setting based on Major…
Live chat X button not notifying that portal agent has closed the chat
When a requester closes a chat session using the "X" button, the agent interface does not receive any notification indicating that the session has ended. As a result, the agent may continue sending messages, unaware that the requester is no longer receiving them. This leads to confusion and a breakdown in communication.…