What We're Working On for SWSD (Updated: April 13th, 2022)

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).  

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?

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. 

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

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