What We're Working on for SWSD (September 14th, 2022)

What We're Working on for SWSD (September 14th, 2022)

Strengthening the ITSM Core   

  • Add support for nested user groups  (Released September 4)
  • Move Network Devices to CI data model
  • Sort by resolution code (Released Aug 14)
  • Relate changes to changes (or any other type of record to be linked)
  • Custom Satisfaction Surveys (New)
  • Impersonate user for Admins (New)
  • Field logic to hide or show multiple fields in one rule (New)


  • Reports Enhancements:   Make the 'Manual Time Tracking' reports clickable so you can better understand how the time was spent
  • PowerBI Connector:
    • Take from beta to built-in connector
    • Pull additional incident data (New)
  • 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 
  • Asset automation rules  (Released September 4)
  • Add description field to automations create action (New)

  Service Engagements   

  • Integrations:
    • Microsoft Teams Integration Phase II – comments, view tickets (Released August 14)
    • Microsoft Teams Integration Phase III – categories and subcategories, attachments
    • DRE - Unattended mode
    • Slack integration (New)
    • Move Intune integration to Connections page (New)
  • API:
    • Adding fields documentation (New)
    • Improving service desk API Documentation (New)

Discovery/Asset Management

  • Auto update Discovery Agent libraries
  • Show discovery source (New)
  • Delete all software with zero install (New)
Thwack - Symbolize TM, R, and C