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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Automatically Close Requests with Satisfied CSAT
After watching some videos on SWSD I saw that it is recommended that you put incidents into "Resolved" status once the work is done, and then change it to "Closed" once the the end user verifies that the solution worked properly. With this in mind, it would be nice if there was a way to automatically change the status from…
Add Automation for Tasks
I was trying to add a notification for task assignees for a certain amount of time before the due date of a task, but it doesn't seem that this is possible. Tasks are not available in the "Scope" of automation rules. I was able to create a similar automation for tickets / service requests, but we don't often use due dates…
Portal View Ticket Column Settings
I would like to request that the end users in the portal view have the ability to adjust columns. I had an end user ask to see created date. The work around I am going to propose is that they click the ticket number column to get highest number to lowest number to get a decent idea.
Solution Catalog
It would be nice to have a Solution catalog like we have Service Catalog or Policy Catalog. Nice to be able to have users create/submit a Solution (or similar) and have it route to approvers, then after approval(s) have the request post as a solution just like the service catalog does incidents. Then have the solution be…
Make Resolution Notes Required
It would be extremely helpful if there was an option to make resolution notes required. There are many techs that resolve tickets without including any notes on what was done to resolve the issue. Aside from constantly reminding techs that this is a requirement, an option to make this a required field is the only other way…
Feature to prevent users from making a comment once ticket is already closed
PLease add the feature that prevents user from making a comment on an incident if the ticket status is already CLOSED
Service Desk Dark Mode
Please add a Dark Mode option for Service Desk please!
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.