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What We're Working On for SWSD (Updated: June 8th, 2022)

SolarWinds_Worldwide_LLC · 2021-02-22T00:41:10+00:00

Strengthening the ITSM Core * Add support for nested user groups * Moving Network Devices to CI data model * Alt-text for images via text editor (Released 5/29) * Sort by resolution code * Relate changes to changes (or any other type of record to be linked) (New) * Custom Satisfaction Surveys (New) Analytics * Reports…

SolarWinds_Worldwide_LLC

Strengthening the ITSM Core  

Add support for nested user groups
Moving Network Devices to CI data model
Alt-text for images via text editor (Released 5/29)
Sort by resolution code
Relate changes to changes (or any other type of record to be linked) (New)
Custom Satisfaction Surveys (New)

Analytics  

Reports Enhancements: Make the 'Manual Time Tracking' reports clickable so you can better understand how the time was spent
PowerBI connector
CSV export option for scheduled reports

Workflows and Automation  

Provide a way to test workflows without changing the workflows and without submitting actual service requests
Copy/paste workflow nodes
Asset automation rules

Service Engagements  

Integrations:
- Improving the integration we have with Microsoft Teams
- Integration with PowerBI
- Additional integration’s use case with DRE
- Import computers via InTune
- Slack integration (New)

Security & Access Control

Ability to upload wildcard certificate (Released 5/29)

Discovery/Asset Management

Split name and IP address columns (Released 5/29)
Auto update Discovery Agent libraries (New)

Find more posts tagged with

Roadmap

swsd

itsm

service desk

Comments

MitchKiah

Please consider this addition to the upcoming Workflows and Automation section:
https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/i/feature-requests/add-process-integrations-to-actions-in-automation-rules

JoeHigham

Hello! Can you confirm if these features have yet been released? thanks!

Thibeault

Pretty underwhelming product since SolarWinds took over Samanage. The customer support has completely nose dived since outsourcing to the Philippines. This roadmap gives me nothing to be excited about. We haven't had any product updates since November...is this product dead?

Thibeault

7 days without any response from Solarwinds.

adesi

status on the PBI integration?

joeybrown

Hey y'all, so sorry for the delay here! Looks like I didn't have notifications turned on for this page so I didn't see any of these coming through. No excuses but I should be getting notifications from this page now to help get y'all answers quicker.

In regards to what has been released, we post all releases in the forum part of this community with a brief description of the use case for each feature. We are also updating this post with new titles next to features when released or if they are new to this page. We are trying to update this page every month so if a feature is released, you'll see it marked on this page as released for roughly a month.

Hope this helps answer your question!

joeybrown

Hi @Thibeault,

I am sorry to hear your experience hasn't been great since we were acquired by Solarwinds. I hope I can clear somethings up for you:

Our support is now a global operation which is a benefit of having such a large company. Back when we were Samanage we had support in two timezones which made it hard to cover all geos. Now we have support in multiple locations and one of them being in the Philippines. The team in the Philippines are amazing to work with, from my experience, but if you are seeing less than stellar support please let your account manager know! We want to make sure you are fully supported here.
We have lots of great features planned for 2022 and this page is just a snap shot of what is currently being worked on or close to being worked on. You are correct that we haven't had a major release since November and there is a reason for this. The team has been working on the finishing stages of Dynamic Forms and changing Service Catalog variables to custom fields. These two features are going to be some of the biggest features we have released for this product and are going to change the way you and your team works in the system. We plan on publishing a post here soon that goes over the changes and the benefits you will get from them. That being said, we have shifted a good amount of our bandwidth to these two features to get them released instead of delaying the release. Once these two features are released we will be able to shift bandwidth back to other features and you will hopefully see the release velocity you are used to with our product.

If you have any questions or comments about these things please let me know. Would love to chat with you more about this if needed!

- Joey Brown, Senior Product Manager

djr1122

Do you have a release date as of yet for Dynamic forms?

joeybrown

No hard date that we can communicate yet but we are aiming for the coming weeks to month. That timeframe can change based on any issues we find as we wrap up development.

We will be posting to THWACK here soon with an overview of what to expect with the dynamic forms release.

caitken

What big items are next after rolling out the new Dynamic Forms/Custom Fields options? Will Problem and Release modules be considered for improvements (notification options including tagging and CC'ing, Process options, Automation options) since they are important pieces of the ITSM model?

rd98ac

Agreed Thibeault -- like any SAAS solution - just put the product out there and hope that people set and forget and not actually add features that people are looking for. Our large rollout of servicedesk is now looking elsewhere to other vendors. We had WebHelpDesk from Samanage and it was better (even though it was over 15 years old).

asummers

@joeybrown - Are there any plans for improving the Computers or Solutions modules? Simple automation such as setting the asset to Inactive if it hasn't checked-in for over 30 days would be great. You and I spoke briefly about this last year, however I don't see these referenced above.

Boden

I'll pile onto some of the negative comments here, but want to be constructive. I've been critical of this product for a long time, to the point of nearly moving away, but it does do enough things nearly right that it's hard to justify making a change at this point. I don't blame the developers: in fact I was able to meet with one not too long ago, and they seemed to care quite a bit. I simply have a hard time believing that this product is being managed, and even at the product management level I don't blame the people.

This is not roadmap, it's a smattering of ideas. Few of them seem to address the core deficiencies that make the system maddening to use in practice. Been hearing about "dynamic forms" in one fashion or another for like half a decade. New features and band-aids come out in super MVP state and remain there for an eternity. Copy paste comes to the workflow engine, which is neat, but only treats the symptom which is that the workflow engine necessitates tons of duplication. Every week we run into failures caused by the inability to implement a process through which multiple parties participate (e.g. HR->Manager->IT).

joeybrown

@asummers I have no idea how I missed this comment. I think it was when me and my family had Covid, so it might have flown under the radar. Sorry about that.

Yes, we have a couple engineerings working on the asset automations right now and one of the main use cases is the ability to say, "this computer hasn't updated in 7 days, move the status to InActive" and "This computer reported back and is in the status of InActive, send a notification to X". I hope we can get these out the door soon. Asset automations was put on hold for a couple months to get dynamic forms out the door but now its been picked back up and has high priority behind it.

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