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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Run Reports on Service Desk Employee Time as Available
As a manager, I would like to run a report on when my employees are available on the service desk.
Allow changing the color of custom states
When creating a new status, the color seems to be chosen at random. This could lead to some mismatched color / word combinations. For example, We have a status of "Customer Responded" which is a light orange color. It would make more sense for this status to be more of a blue or green. This "Customer Responded" color is a…
Improved User Interface for the SWSD standard "View" screen used across the platform
When navigating Incident views, Changes views, Assets Views, there is a standard view screen style being used. I would like to suggest some improvements that could be made to all of these screens to improve usefulness and navigation. * When scrolling down a view screen, do not scroll the very top screen controls (for…
Need to customize priority field
we want to be able to change the order of the priority options, and maybe add one or two more and also add help text.
• Ability to have categories and sub categories independently for Incident, change, problem
Have a different set of cats and sub cats for Incident problem, change and SR
Add Per-Ticket Option to Not Notify Requester of Ticket Closure
I got a ticket from an automated system, and closed the ticket with a note like "No action necessary." When I close out the ticket, it sends an email to the other system saying that the ticket was closed. When the other system receives the email, it puts a note in their system and sends a response email saying that the…
Hide DUE DATE column
Please add ability to also hide DUE DATE column from showing in requester's Service Request portal list view. Currently it can be only hidden in requester's Service Request form view via Global Settings -> Service Portal.
Dashboard Widgets - Option to Lock Layout
An option to lock the arrangement of widgets on a dashboard, rather than having them floating into new locations when browser window is resized, would be very helpful. I don't have a screen(s) to dedicate to a dashboard view, I resort to just keeping the dashboard on a tab. When I may need to resize my browser for some…
Linking Incidents/Request to Contracts
Hello, I would like to request the ability to link Incidents/request to Contracts. Thanks
Add Freeform List Variable Type for Service Requests and Changes
There is a variable type of "Multi-Select List", but it would be nice to also have a plain "List" option where the user could create a list. For example: I'm making a Change Catalog Item for Group Policy changes and have a box for Test Group (which AD group(s) this policy is going to be applied to for testing.) It would be…