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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

More option to handle user portal
With the current setup, we cannot restrict or control the attachment downloading/ uploading from admin side. Only we can stop the read feature and then user cannot see the tickets via portal It’s a must where we need to control the download and upload option to be customized, especially when we applying MAS as a BOYD…
Separating Service Requests from Incidents
Customer having below concern: (how can they change the label of a ticket to indicate if it is an incident or a Service Request/SR) As per the Customer: "Rename the labels: I need to rename some labels in the service desk. How can I do that. -I see all the tickets show up on the Incident page. All requests and Incidents.…
Ability to create service catalog requests via email
We are currently in the middle of changing over to a new HR system that has the capability of sending out customized emails for employee onboardings/offboardings. It would be nice if SWSD had the capability to generate a service catalog request via email, similar to how tickets are generated via email to the support…
Allow multiple M365/Azure Tenants for SSO
Would like to be able to enable SSO for multiple Azure AD instances. We have multiple companies under one parent company but still operate within different M365 environments.
Schedule report with table view
Hello Team, It's something that I missed and needed to show in a demo. I think you should create reports in table form, it only exists in graph form and it is not very clear. The table view option takes us to the incident list and from there we can only export manually as CSV, pdf, etc. It would be a good innovation if we…
Ability to modify Email notification template (Look, colour, layout)
Hi, It would be nice to be able to modify the email look and feel because at the moment, the color combination is causing the users to miss the response on the ticket. They are looking at the wrong part of an email response and thus, not replying effectively. Please can this feature be added? Kind regards Tiby
Automation with Related Items
Would like if there was a way to have child tickets automatically related to the parent ticket. Use Case - On some service requests, we have secondary (child) tickets get popped for other teams to perfom work. It would be nice if any child ticket that gets created attach the Parent ticket. Additionally, have any assets…
Traditional queue / agent management & buckets
One of this first items on my list was to enable queues to compartmentalize IT Apps, Infrastructure and Help Desk. While you can build queues, there's no Queue & Agent relationship according to ticket SW22670377. What we would like to do is manually assign tickets to a queue. Then the agents in that queue can grab the…
Add Feature to Convert Incident to Service Request from the iOS App
Currently you have to wait to RTO to perform through browser or create a new service request on the mobile app.
Ability to Automatically assign Run Books
We have a particular incident type that comes in via email, we would like to be able to create an automation that will allow us to assign a runbook to incident prior to routing for service.