mark01010 ✭✭✭✭✭

I agree, Splashtop is superior to Dameware Remote Everywhere (DRE) and should be included alongside the other integrations.

Note: @ mentions do work in the Service Desk mobile app

An enterprise grade knowledge base should have backups as a minimum requirement

This is a great idea. I don't know why Agents are able to even see the Draft Catalog Items in the "Portal" view?

Solarwinds "have plans for you to have custom menu layouts which will allow you to better separate the incident and service requests" thwack.solarwinds.com/.../begin-ticket-numbers-with-inc-or-req

Unfortunately setting up 'Dynamic Approvers' only allows us to pre-define groups of approvers globally, not based on Requester input (i.e. a Catalog field).

Could be implemented similar to how it was for "Approvals" (see…

this feature is also requested here: thwack.solarwinds.com/.../reminders-for-task-items

What is the status of this request?

Workaround: add the "Assignee" as an additional approver for each approval step; that way, if the other approvers are away or need manual override, the Service Agent that the Incident is assigned to can simply Approve it themselves and add a Comment as to why. 

never mind, this was already implemented

There should be a way to allow Service Agents to see Draft Catalogs in Platform view, but not be able to see or Request them in Portal view.

At least for "Approvals", reminders were added May 18th, 2025 (see thwack.solarwinds.com/.../may-18-release-for-solarwinds-service-desk-customized-runbook-fields-approval-reminder-notifications-and-general-release-of-broadened-search-scope-for-generated-suggested-solutions &…

The automatic GenAI Description summary when Resolving tickets often contains details from "Private" Comments. Can we request an option prevent use of Private Comments in the GenAI Summarizations?

Approval reminders were added May 18th, 2025 (see thwack.solarwinds.com/.../may-18-release-for-solarwinds-service-desk-customized-runbook-fields-approval-reminder-notifications-and-general-release-of-broadened-search-scope-for-generated-suggested-solutions & documentation.solarwinds.com/.../approvalreminders.htm)

Anyone else getting an "Unauthorized: Invalid credentials" error when attempting to link accounts? 

It would be great if we could have a toggle setting for whether Tasks generate notifications emails or not