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Allow Incident Deletion from Within the Incident Record (Not Only from Queue View)
Currently, incidents can only be deleted from the ticket queue/list view. There is no option to delete an incident while viewing the incident record itself. This creates unnecessary friction in normal administrative workflows. In many cases, an incident is opened, reviewed, and determined to be: Created in error A…
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Allow custom Date/Time fields in Automation Rule Conditions
There is currently a hard limitation that prevents automation rules from using custom date fields as conditions. It would be great if SWSD could support using a custom date field as part of its conditions.
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Allowing Time Tracking Data
We were trying to create a Power BI report that allows us to view user time tracks. The purpose was for us to be able to view how much time was submitted on individual incidents. Right now, we can only see the total amount of time users submit but does not let us drill down to which incidents they submitted time for. There…
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Approval Delegation and Temporary Approval Authority in Service Catalog Workflows
In many organizations, Service Catalog workflows require approval from specific roles (e.g., department heads, managers, budget owners, etc.). Currently, if the designated approver is unavailable (e.g., on leave, travel, or extended absence), the approval process can be delayed, impacting operational efficiency and SLA…
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Enhanced Form Layout Controls in Service Catalog (Sections, Dividers, and Field Formatting)
Currently, the Service Catalog form builder has limitations regarding layout customization and structural elements. There is restricted or no ability to: Add multiple dividers for better visual separation Create structured sections or grouped field containers Apply conditional hiding/showing of sections Control spacing and…
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Granular Field-Level Visibility Control in Service Catalog (Role-Based Field Restriction)
Many organizations use SolarWinds Service Desk Service Catalog for complex workflows involving multiple teams (e.g., IT, Finance, Operations, Security, Facilities, etc.). A single service request often contains information relevant to different departments, including potentially sensitive or confidential data. Currently,…
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Add Secondary/Additional Assignees for SWSD Tickets (with Queue Visibility)
Today in SolarWinds Service Desk, a ticket can only be assigned to a single agent. In real operations, many tickets require shared ownership (e.g., onboarding/offboarding, hardware + access, app + network, security + endpoint, after-hours handoffs, mentoring/training, or complex incidents). The current workaround is to…
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Add "Unmask Data" as an assignable permission for the requestor role
Sometimes critical information gets masked by the data masking feature incorrectly, or we need a requestor to be able to see masked information. Right now the only way we can do that is to send the information to them outside of the request. Would love the ability to assign the unmask permission either at the role level or…
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Attach multiple reports to one scheduled email
Enable attaching multiple reports to a scheduled report email and allow separate recipient lists per attachment. This would allow sending a combined summary to management while distributing detailed reports to different operational teams, improving reporting flexibility, governance, and reducing manual forwarding.
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Make "Assigned To" Mandatory on Resolution
It would be great if we could make the "Assigned To" a mandatory field on closure, this ensures each tickets is closed with a technician owning it rather than just being assigned to the group assignee.