havens1515 · IT Service Desk Manager · ✭✭✭✭✭

This would make it possible to use a Service Request automatically create an AD user (Azure or on-prem.) among many other things. This would be awesome to have.

I think I figured it out. I had to choose "Assignee", "User" and "[Not Set]"

It must first be activated in Labs. This can be done by an admin, and if you're using ESM it will be in Organization settings. Once it is enabled in Labs, it can be enabled per user by clicking on your initials or picture at the top right of the screen, selecting "Profile", then the "Settings" tab and "Theme". I just did…

A similar request already exists here: thwack.solarwinds.com/.../approver-conditions-based-on-custom-field-type-user

Still issues:

This would be most helpful if you could create the condition, a list of possible answers, and a separate branch for each answer. Examples: What model is the computer? Lenovo - branch 1, HP - branch 2, Dell - branch 3 What department is the user? HR - branch 1, IT - branch 2, Finance - branch 3, Engineering - branch 4, etc.

From the other request: "Hi, at the moment implementing a dark mode is not in our near term plans. There are browser plug-ins that can accomplish this without the need for our UI/UX team and development team to take resources to implement. " That is why we don't have a dark theme. They've answered your question in the…

I agree with this, but I do have a workaround which I found recently: thwack.solarwinds.com/.../allow-re-open-of-resolved-tickets-but-not-closed

I have a similar request here: thwack.solarwinds.com/.../add-conditions-based-on-date-fields

What would be even better is the ability to apply a macro. Where you could set things like category, priority, assignee, insert a canned response, etc. all with a single click.

It would be great to have "data masking" available on inputs to Service Catalog Items, so that only certain people can see certain fields. Currently our HR department is resistant to being in the Service Desk because they are afraid of who can see the data. Being able to mask certain data fields would help with this…

That would be awesome! Should I reach out to my rep for that, or can you send me a private message? The email attached to this Thwack account is not the same as my business email.

Your request literally says that's what you want: "i.e., a T1 can reassign one of their tickets to a T2, but they can't see or edit the T2's tickets." This situation is absolutely possible with the current permission structure.

I've got a similar request in: thwack.solarwinds.com/.../add-more-widget-filters-for-dates

I've got a similar request in: thwack.solarwinds.com/.../add-more-widget-filters-for-dates

There is already integration for TeamViewer

Great suggestion! I didn't realize that Role was even an option. I think that should be a good work-around for now! I'd still like to see CC as an option in the future.

That's already an option:

Looks like this is in the works: What We're Working On (April 10, 2025) * New Custom Field Types with Validation (these will be done in phases and each phase will be released as completed): (New)* Number - phase 1 * Email - phase 1 * Telephone - phase 2 * URL - phase 2 * Regex - phase 3

This is now possible with automation rules

You can do this with "Custom Forms" and "Dynamic Form Rules." For example, I created a custom form called "Password Reset From" which has a mandatory field called "Accounts". This field is what account(s) we're resetting the password for. Then in the "Dynamic From Rules" I setup a rule that says If Category is "Account…

I was just looking for this as well and couldn't find it.

I submitted a request for changing the color of custom states. I'm not sure about changing color for categories: thwack.solarwinds.com/.../allow-changing-the-color-of-custom-states

This appears to be part of "What we're working on": thwack.solarwinds.com/.../wwwo

This "Group Assignment" feature seems to be one that nobody asked for, and looks like a lot of people don't want. (8 upvotes in 2 day is crazy.) Meanwhile, there are hundreds of feature requests here that people DO want that are seemingly being ignored.

This is not WHD. WHD and ServiceDesk are 2 different products. WHD has its own forum: thwack.solarwinds.com/.../feature-requests

I've got a similar request in already: thwack.solarwinds.com/.../add-more-widget-filters-for-dates

Please look through existing requests before submitting a new one thwack.solarwinds.com/.../toggle-group-features-on-off

I ran into this recently as well. I feel that making the "Description" field editable by the user would go a long way to improving Service Requests. Admins put in their description of the service request, but using that as the description in the generated ticket does not make much sense.

You can use the "Keyword" automation option, but that will trigger in title or description.