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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Email Variable
Please add an email variable for assignee email. Thanks
Add option to turn Group Assignment on/off
Add an option in the SWSD admin center to turn Group Assignment of Incidents on or off.
automatically set due date and time based on priority
We want to have a feature where the due date and time automatically set when a user creates a new ticket based on priority set.
Create Change Ticket based on Change Catalog from Incident/Service Ticket without using API
Add Change Catalog in the Record Type dropdown menu under Create Record Action. This doable in WHD. after migrating in SD its not working. It makes no sense in using API if working with same platform. API must be used in integration of 3rd party applications.
Notification that service catalog template is being modified.
The problem is that when someone who has application access goes to the Service Catalog, if they don’t click “Request” at the top right first, they end up editing the template for the catalog item. It happens allll the time, people just don’t pay attention
Notification that service catalog template is being modified.
The problem is that when someone who has application access goes to the Service Catalog, if they don’t click “Request” at the top right first, they end up editing the template for the catalog item. It happens allll the time, people just don’t pay attention
Remove or Show Service Catalog Draft on Portal view for Agents
I posted another feature request about allowing an archive option for old Service Catalog items so that could fix this. As an alternative, Service Catalog requests that are set to Draft state on the backend are displayed in the portal to users that have the Agent role. Requesters are not able to see any Catalog item that…
@ mention - if someone is cc'd it sends duplicate emails
With 2000 team members many team members use the @ mention function We use this to call attention to that team member. It was suggested by SolarWinds support to review the Notifications, but then found out we cannot disable the notification template. I suggest that SolarWinds either develops technology that will eliminate…
Add additional Triggers to the Zapier interface or into the system itself!
Really love what Service Desk can help us do, but I would love it to do so much more. We live in an integrated world and company relationships with other companies is also part of that. Your sales staff pointed to Zapier as a possible solution to some interoperability challenges we have. I went to try this and while it…
Administrate Dashboards
We have recently brought our HR department into SWSD and I guided them through customizing their dashboards. Recently they have brought on a new employee and requested that I "share" their dashboard with the new employee. This is when I realized that there is no way to administrate Dashboards. Having this functionality…