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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Asset ID Auto Generated Parameter Customization
Hello it would be nice to set parameters on the auto generated asset id, for example length or number of digits, characters used, number of leading zeros
Asset ID Field
The asset id field should have the option to be made required/mandatory field
Ability to separate Allowed and Blocked email submission lists per tenant
We need to be able to allow external email addresses for our HR tenant, but only allow email submissions to out IT Helpdesk from internal addresses. Unfortunately this setting is at the Org level for all tenants:
Manual Approval Process
Can you please add a manual approval process. I want to be able to create a approval against any request or incident during which I will populate 3 things 1. text box to enter number of approvers 2. dropdown to pick a user from a list who I want to approve, if 2 approvers entered in step 1 then 2 boxes with drop downs 3.…
Only list assignee based off the group they're associated with
Whenever assigning to a group, only show the people in the assignee dropdown that are associated with that group?
On-Call Calendar
Be able to create an on-call calendar in Solarwinds Service Desk and send alerts to the respective on-call person each week as a reminder. This will help any on call IT teams be able to keep everything in one place and receive reminders about who is on call.
Response Templates - First/Last Name Variable Request
Response templates are a great addition. Would it be possible to add variables that only contain the requesters first/last name(s) rather than full name? Usually my greetings are along the lines of "Hello (first name), " or "Greetings Mr/Ms/Mrs (last name)," and the addition of a first/last name variable by itself would…
Version control for Processes
It would be awesome if we could have version control built into the Service Request catalog processes. It would be helpful to have so we can "fall back" to an old process setup if something gets accidently removed or the process that gets updated does not work properly.
Change Default View For All Users
Can we please add a feature of making a default view for all users to be "Time Based Since Creation (Business Hours)" The fact that it displays elapsed time and not business hours is very confusing, and upsetting our techs as they beleive they are not meeting their commitments.
Allow Administrators to Create/Manage User Passwords
Allow administrators access to create or change user passwords in the Service Desk. This ensures the next user has access to the account and avoids the user being locked out of the account.