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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Custom reporting for actual time worked on an incident
I would like the ability to report on the actual time that an incident was worked on. Currently, there is no way to capture that. For example, an incident is created at 10:00 AM on Monday. I change the state of that incident to "On Hold" at 11:00 AM on Monday. That should stop the "clock" because the incident is placed on…
SolarWinds Discovery Agent EXE or MSI for Windows ARM based processors
I'd like to request an EXE or MSI for arm based windows processors for the Discovery agent.
Allow users to go to the the next or previous Incident from within an Incident, without having to go to the Incidents Index Page first.
After selecting an Incident from the Incidents Index Page, allow the user to access the next or prior incident without having to go back to the Index Page.
Ability to relate other assets to tickets from the related tab or during ticket creation.
Currently you are able to relate assets from other assets in the assets record on solar winds, however when you navigate to the ticket there is no way to tell which asset you have selected. Additionally there is no way to relate an asset to a ticket from the ticket itself.
We need a way to cc: multiple users without typing in each email address individually.
I have the list of email addresses and I just want to copy and paste them in to the cc: field. At the moment, I would have to type the names or email addresses in individually. We were able to do this in WHD.
Allow separate permissions for Service Catalog Incidents and Incidents created via Ticket.
For some Categories/Subcategories we want users to be able to submit Service Catalog Requests, but not Incidents. This would ensure that the approval processes attached to the Service Catalog Requests are always taking place. This is not currently possible because requests created via the Service Catalog are considered…
Add custom Categories for Computers
Currently no way to add Categories here. I know we can use a custom field as a workaround but it would be easier for agents to add in the system field instead
Option to specify number of approvers for Service Catalog Workflow Items
Currently the options for approvers in service catalog workflow built are limited to 'one approver required' or '50% or more approvers required'. I think it would be beneficial if we could specify the minimum number of approvers required for a workflow (or a exact number) instead of having limited options to meet the…
Google assets IP Addressing
Would like to see the connector be able to pull IP address's from Google admin console. Currently it is able to pull all other information. I would like to be able to assign locations based on IP address's for the Google devices, but without the IP's, that makes it difficult to do so.
Admin Setup AI Assist Agent for Service Desk Premier Plan features Config
Alike AI Assistance/ virtual Agent for service agents ticketing summary, and suggested troubleshooting solutions, knowledge base and user self resolve suggestions - having a setup AI Assistant for Admin used for all instances within Setup Home would be great to have. Perhaps Co-Pilot integrated or ChatGP / something alike-…