What We're Working On for SWSD (January 18th, 2023)

 Recently Released

  • Strengthening the ITSM Core   
    • Remove users from groups when user is disabled December 11
  • Analytics
  • Workflows and Automation
    • Add description field to automations create action November 27
  • Integrations
    • Microsoft Teams Phase III – categories, subcategories, attachments November 27
    • Slack integration November 27
    • DRE Unattended mode December 11
    • Move Intune Connector to Connections page January 8
    • Jira: Map custom fields January 8
    • Power BI: Beta Build-In connector –Updated documentation
  • Discovery / Asset management


What We’re Working On

Strengthening the ITSM Core   

  • Impersonate user for Admins
  • Relate changes to changes (or any other type of record to be linked)
  • Custom satisfaction surveys
  • Notify queue managers of SLA breaches for tickets in the queue
  • Field logic to hide or show multiple fields in one rule
  • Move Network Devices to CI data model
  • Auto save text in comments and other text fields
  • Show audit on custom fields along with better notifications/visibility in where fields are used
  • Select language on login page
  • Catalog item request count
  • Virtual Agent (New)
  • Use pop-up modal on index page to enable better in-line editing (New) 


  • PowerBI Connector:
    • Updated Beta version
    • Move from beta to GA using a built-in connector
    • Pull additional incident data (New) (THWACK Post/Voting) 

Workflows and Automation   

  • Provide a way to test workflows without changing the workflows and without submitting actual service requests
  • Modify inputs after service request submission (New)
  • Standalone Workflows (New)


  • API: Add fields documentation
  • Improve service desk API Documentation

Discovery/Asset Management

  • Auto update Discovery Agent libraries
  • Show discovery source


  • Allow the STU users to see and complete tasks on the mobile app that were assigned to them (New)
Thwack - Symbolize TM, R, and C