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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Need ability to select different ringtone for mobile app
Hello, We have clients that are in different timezones than most of our support staff. We use service desk for support during work hours, however in some cases if there is a time zone difference we monitor for critical incidents via the mobile app on our off hours. There is no way to set a different ringtone on the phone…
Be able to customize the filter for items listed as Active in the My Requests widget on the User Portal.
Example: Be able to filter out items that have been marked as resolved.
Time Tracking Widget for time spent on incidents
In my team, members are supposed to spend 8h a week on the resolution of incidents that are tracked in Service Desk (not a hard rule but a general guideline). Members log in the time they spent resolving their assigned incidents with the Time Tracking functionality. We would like to have a Widget that each member can put…
Add the Comments section to Contracts
Can I make a formal request to add comment fields for contracts? Basically, want to be able to add comments to a contract that we would with a ticket versus the comments field that's already there.
POST as Resolved
Add Post Options to Post As Resolved to expedite Incident Workflow. Rather than Document, Post, and then Resolve, it would be easier and quicker to Document and "Post As Resolved"
Quick filters features, ability to reset without having to scroll
For the new quick filters functionality, it would be helpful to put a "Clear Results" to remove people selected in error without having to scroll down the list. There isn't a way to "Deselect" without going through the whole list.
MicroStrategy Integration
We use MicroStrategy as our BI reporting tool. It would be great to be able to connect to MicroStrategy like we can with PowerBI. Our enterprise tool being MicroStrategy.
Service Agent User Lite
It would be nice if there was a license at a slightly cheaper price between service task user and service agent user that allows someone to still have the agent view and be able to view tickets, have tickets assigned to them, but not have all the access that a service agent user has. I tried moving a few people to service…
Domain-Based Role Assignment for New Accounts
Configure an Automation Rule to automatically place new requesters with a specific domain /Job Title/Department into a designated role upon account creation?
Allow Custom Fields from Catalogue Items to be used in Automation Rules
We have catalogue items that can cover multiple categories depending on how our Users log the request. I attempted to get Automation rules to automatically change the default category depending on certain fields but since the fields only exist in a catalogue item and not a Incident or a form, They were inaccessible. I've…