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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

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.
Site-wide Search - Include Filter for Created By
Our users are asking for the Site-wide search to allow filtering by Created By date instead of just the Updated date.
With teams integration feature
in can see our tickets as service agent in the portal web but in not in teams we would like to see our ticket from our GroupAssigment
Use the same catalog item for process integrations but prevent it from looping
We like using other forms to create sub-tickets for request forms. We have some examples where two systems are tied together, so we pass information between fields to create the other ticket. However, integration cannot tell it to use the same service catalog but not trigger the process so we don't end up in an endless…
Satisfaction Survey Email Notification will send in separate email trail
Satisfaction Survey Email Notification will send in separate email trail not on the incident email trail