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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

ASSETS Section Update: Allow old records to get updated when new values come for the same device. Matching or identification should be based on MAC Address and Device Name when the Serial Number is blank or does not match.
ASSETS Section Update: The Serial Number is the primary option for matching records. When no match is found—due to a blank value or non-matching value—the system should use a secondary option of matching based on MAC Address and Device Name. By following this approach, the system will successfully identify the old record.…
Cease Group Assignment Notifications When Incidents Have an Individual Assignee
With the implementation of Group Assignments, we've noticed that ticket notifications have increased to for users. When an incident has an individual assignee and a group assignment, notifications are sent to the individual assignee as well as the group with the Group Assignment. This results in an excessive number of…
Utilizing the group assignment for notifications
Email notifications based on group assignment as well as being able to include group assignment as a receiver of notifications for automation action.
Allow API to change an approver in a workflow
Couldn't change the approver assignee via API. It's returning Error 401. Approver can be changed by an admin in the web platform so I think it would be ok to allow this via API too?
Solarwinds Discovery Agent for windows ARM based processors
I would like to request a way to install the Solarwinds Discovery agent on windows ARM based PC's/Desktops we currently have a mixture of x86 and ARM based assets. Our plan was to eventually mass install the service agent through active directory. But with our current mixture of both x86 and ARM based assets that is not…
Customizable Priority for New Incidents
Having an option to customize priority of ticket. Under Global Settings > Service Desk Settings. Settings available
Live comments that are visible in the portal without refreshing.
While typing up a response to one of my tickets today, my supervisor responded to the ticket first. I had no knowledge of this when it happened, so I submitted my response a few minutes later, none the wiser. When I see the email notifications about the ticket, I see his response and that it came before mine and now the…
Due Days can input decimal value or can input Due Hours
Can input Hours or Decimal value in Due Days
Satisfaction Survey will be sent after the incident ticket is closed not resolved
Add an option under satisfaction survey to immediately sent after incident is closed
Enable Automations for Problem Tickets
Good Day, We think it would be beneficial to include Problems in the drop down for automations. Currently Incident/Service Request and Change are available, but we would like to create automations to notify Problem owners to provide updates to their problem tickets if there is a lapse in work on them. Thank you.