caitken · IT Support Team Leader · ✭✭✭✭✭

Absolute agreement. The CMDB module in the SolarWinds Service Desk has so much potential to drive ITSM initiatives and allowing it to interact in simple ways like this with other modules is key to utilizing that potential. Associating Solutions with Configuration Items is strongly desired here.

I believe this has been previously implemented.

Such automation would ideally recognize a requester not having any specified Reports To as a trigger.

You should be able to set this up yourself via the 'Incident Mentioned' template. With the setup below, the "mentioned you on" emails do contain the comment that triggered the notification.

Solution Templates and Advanced Formatting concepts above are especially wanted here. Solutions/Knowledgebase are key components of ITSM and enabling the creation of articles in these ways would be extremely encouraging.

This would be a phenomenal addition to service desk functionality.

I am legitimately surprised I can't find an earlier version of this feature request. I had days' worth of work devoted to mass updating a certain subcategory of incident 2020-2021 and at the time there were ~40,000 of them. My situation may be unusual but it is easy to imagine that more than 100 incidents at a time may…

More specifically, are you looking for automation more precise than what is achieved via the Action: Update Record > Name > Append? Today you can create an Automation rule that will look for incidents created with certain answers in custom fields and then append fixed text to the incident's name.

The ability to auto-assign by queue is greatly hampered by this absence.

The ability to automate the use variables in item titles -- Incidents, Service Requests, Changes, Tasks, etc. -- is needed pretty universally, to automatically input/append custom and non-custom (e.g. Site) field data.

This appears to be a duplicate feature request: thwack.solarwinds.com/.../custom-field-for-information

Great idea!

This is a very logical expectation since this already works effectively for Tasks. That this doesn't extend to Approvals - which are, I think very logically, just a more specific type of "Task" - seems like an oversight from the original enhancement to Task.

This functionality is available. Reference: thwack.solarwinds.com/.../due-date-notifications

I believe this kind of customization would serve as a great Quality of Life improvement, and would be very helpful to average users when submitting Service Requests.

Agreed 100%. In-app notifications are functionally useless at present due to the excess of noise.

I have not found a clean workaround to this issue. I would like the value of the request's Site to show up in the title of requests as that value is used to reflect the requester's organization. We've taken to adding a "Client Name" custom field which just ends up being duplicated information.

This was requested earlier via https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/i/feature-requests/service-desk-dark-mode. Let's please close this and combine upvotes.

There is a much heightened need from my company for the Problems module to come forward in this application like other modules (Incidents and Changes). I am visiting every Problem-related feature request in the forum and upvoting.

There is a much heightened need from my company for the Problems module to come forward in this application like other modules (Incidents and Changes), with many specifics noted above. I am visiting every Problem-related feature request in the forum and upvoting.

This option is available under SLA Management:

This issue is causing us some trouble as well.

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?

It has been a lot of extra toil to create many granular and complicated Roles in the application just so that the ability to see and submit certain Service Catalog items is or isn't possible. If Users can't have multiple Roles (since, for example, some of our employees are both "Service Agent Users" and "Hiring Managers"),…

There is a much heightened need from my company for the Problems module to come forward in this application like other modules (Incidents and Changes), with many specifics noted here and elsewhere. I am visiting every Problem-related feature request in the forum and upvoting.

I would like to see this request gain traction. I maintain many Roles in the service desk and the permissions are very intricate, partly because Users may only have a single Role (https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/i/feature-requests/assigning-more-than-one-role-to-a-user relates to…

There is a much heightened need from my company for the Problems module to come forward in this application like other modules (Incidents and Changes), with many specifics noted here and elsewhere. I am visiting every Problem-related feature request in the forum and upvoting.

There is a much heightened need from my company for the Problems module to come forward in this application like other modules (Incidents and Changes). I am visiting every Problem-related feature request in the forum and upvoting.

 @"mark01010" - Have you tested this in the previous four months? I believe the functionality you were looking for, driving the Approval Assigned To off of your "Software is requested for" User Custom Field, is present in SWSD.