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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Additional Automation Actions - Add CC and Add Comment
Add actions that allow you to: * Add a CC User* Specific Uesr * Requesters Manager * Post Comments * Allowing the ability to tag other members into the ticket
Allow agent to reassign an incident that they have write permissions on but would lose read/write permissions once the reassignment is complete
Sometimes incidents come in to the wrong team or need to be assigned to a different team. In these cases to reassign to a different team typically the agent does not have permissions to that category and so completing the reassignment would result in them losing write permissions to the item. This is ok since they had…
Code snippet/block to add to comments section in tickets
Please add code snippet/block to add to comments section in tickets. Unable to post codes in tickets, change tickets, service tickets, or problem tickets.
Limit the access to a service desk system to certain requestors
We want to limit the number of users accessing our maintenance service desk. We would love the ability to add and remove requestor access for our service desk systems to help our departments.
Custom Field type for "Information" - Read only "announcement" type custom field to display information on forms.
Fairly simple feature request - On custom forms (or incident forms, or service catalog forms, etc) there's often a need to display relevant guidelines or information for end users using the form. Sometimes the "alt text" is insufficient for this purpose. It would be nice to have a custom field type (essentially Rich Text…
Force Tech Resolution Notes
I would like to see the ability to require a tech to enter their resolution notes when closing out a case. This can be a required feature in Web Help Desk and I think this should be an option in Service Desk. I found one of my techs has been closing all of their tickets without resolution notes and per support there is no…
Don't allow agents to fill out CSAT surveys about themselves
If an incident ticket requester is the same user-ID as the agent who closes the incident ticket, they should not be allowed to fill out a customer service request about themselves.
The Send Notification action should allow the user to input the reason why it got declined or approve, and then use that input to send email to requester.
Currently, there is no option for the "Send Notification" action to include the reason for a task being approved or declined. Ideally, the system should allow the person approving or declining to enter a value, which would then be included in the notification email.
Improve search when merging incidents
The search function when merging incidents is terrible. And the AI trying to identify what it thinks you're looking for is equally terrible. I can search for a person's name, and instead of getting tickets that the person has requested I'll get a bunch of random tickets that has nothing to do with that person. I can search…
Would like to have an option to send contracts directly from the platform vs export and send via a separate email.
Would like to have an option to send contract information directly from the SolarWinds platform Contracts section vs export and send via a separate email.