Dear SolarWinds Support, I would like to submit a feature request to enhance the email notification functionality within the SolarWinds Helpdesk system. Request: We would appreciate the ability to customize the email notification formatting based on the status of a ticket. Specifically, we propose the following…
Please create a Service Desk setting to where a 'New - Unassigned' ticket is auto-assigned to whoever is the first responder. For example: we may receive a ticket from John Doe. One of my technicians responds to John that they have received the ticket. The ticket is then auto-assigned to that technician that made first…
The ability for a service agent role to edit or modify details in a custom field. Specifically, a Multi pick Drop down list. Only admins can do this now and it would helpful if a service agent had this option as new items are added.
Hello, we would like to have more advanced management of the default notifications (notifications for ticket opening/closing/resolution, adding a comment, etc.). Currently, it is only possible to modify part of the message and select the recipients (CC, requester, etc.). It would be appreciated to be able to exclude…
Potential enhancement for the dropdown menu in the following window within SWSD. Currently, the dropdown values are not fully visible unless we manually scroll through them. If it's possible to modify the interface so that all dropdown values are visible without scrolling—perhaps by expanding the dropdown height or…
Add another option to the Update Record drop down to add a comment to the ticket with a defined/'canned' text. Ideally you would also be able to use system and service request variables in the canned comment language.
We use automated processes in conjunction with our HR department for account set up and off boarding of employees. When HR submits a ticket, they sometimes 'forget' to update the due date, thus causing issues with with the task dates for our group. It would be helpful to have the due date update in the task when HR…
Purpose of Request: To improve time management, visibility, and task tracking, I propose integrating the Microsoft Outlook/Teams calendar with our SW ticketing system. This integration would provide automated calendar entries and reminders for tasks scheduled within the ticketing system, ensuring better alignment with…
It would be helpful to have visibility into what users are searching for in the Service Desk Portal. Being able to see user search terms could provide valuable insight into what users are trying to find or need help with. This information could guide the creation of new Solution Articles, highlight areas where existing…
We just got a bunch of alerts from our network equipment because there was a power outage and each device (switch, AP, etc.) triggered an alert. Each of these alerts caused a new ticket to be generated. Now that the power is back on I have to go through a dozen or so ticket and categorize them, assign them, and close them…
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