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Please make a Dark Mode or Dark Theme for SWSD in a web browser. Most of my other apps are in dark mode, and this one hurts my eyes.
I have had request from my management to try to have a address book that pulls your users database information/pictures, I would think this would be a great module to have on your Client Portal. Our External Contractors could use that to contact our internal employees and would be very beneficial.
It would be helpful if Service Agents (techs) had an option to override notification setting when making changes to an Incident. In the SolarWinds Web Help Desk, a tech could open a ticket, make multiple changes, then click Save (no email is sent to anyone unless the change was reassignment), or Save and Email. Clients and…
Custom Field Mobile Devices Creation of customer fields for mobile devices as there is additional information to collect such as if a device has a second IMEI slot you can currently only record the first IMEI number. Also devices have model namea and numbers diffirent to device name etc so ability to customise these fields…
Email Alert For Users on Suppression List Ability to create an alert or notification to a admin or list of admins when a user is placed on the email suppression list so that we can then remove them. We have had a few instances where we have been waiting for users to reply to tickets or acknowledge comments but haven't…
Company Field A field for "Company" against users and assets etc. We are a group business and 4 separate legal entities within the group so defining who and what belongs to which business is important. The site field works for geographical sites but some of our businesses within the group have a different number of sites.…
Asset ID For Mobile Devices Currently only Computers and Other Assets have an Asset ID field, would be great to have this field on the Mobile Devices section as well and for the system to autogenerate the Asset IDs and use the same format as computers and other assets and the next logical number.
Ability to set Favorite Incident Views to remain at the top of the View options. Currently views are organized alphabetically, with Recent Views brought to the top. Being able to indicate Favorite Views that remain at the top will make it easier to switch between customized layouts.
We had a great ask in the chat during our ITSM Customer Session at SolarWinds day, sparking the question: What are some learnings or best practices in terms of service catalog structure or knowledge base standardization that different teams have implemented in their own organizations? Some thoughts from the session:…
Currently, an agent can reopen a closed incident, whenever it was closed. This is not a good practice. The Resolved state is a mean to be able to reopen an incident for x days after the service was restored. This means "we (the service desk and the user) agree that the issue may be resolved". This leaves the time to have…
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