Documentation forSolarWinds Service Desk

SolarWinds Service Desk April 2020 Release Notes

Release date: April 2020

These release notes describe the new features, improvements, and fixed issues in SolarWinds Service Desk. In addition to providing information about upgrades and detailed workarounds for known issues.

If you are looking for previous release notes for SolarWinds Service Desk, see Previous Version documentation.

New features and improvements in SWSD

Return to top

New Configuration Management Database (CMDB) Data Model

We are excited to announce that a new data model for our configuration management database (CMDB) in SolarWinds Service Desk is now available! This new enhancement supports richer and more advanced configurations, drives consistency in IT services, and enables you to customize your data model to help you meet the needs of your organization.

You can build a powerful configuration model and tie it to key IT service management processes such as incident, problem, change, and release management. This helps you decrease resolution times, better assess change impact while reducing failed changes, and improve asset lifecycle processes.

What’s New?

We have updated our CMDB with a new, extensible data model built on a parent-child hierarchy for CI types and fields (see Figure 1). This allows you to create parent CI types which have child CI types that inherit shared attributes (CI fields) from their parents.

SolarWinds Service Desk Enterprise Plan

We are very excited to introduce the SolarWinds Service Desk Enterprise plan, our new plan that helps you better manage IT complexity, deliver IT services and support at scale and provide increased security to your agents and employees!

The new Enterprise plan is focused on the needs of large organizations as well as organizations with advanced ITSM practices. This new plan is designed to cater to the following needs of these customers and as we move forward, we will add more capabilities:

Scalability - Delivering high performance to our largest customers, such as organizations with large numbers of agents, employees, API calls, or managed devices.

Security - Meeting the security expectations of customers in highly-regulated industries with capabilities such as access control, authentication, encryption, and compliance.

Advanced Processes - Meeting the requirements of organizations that have higher levels of process requirements with highly structured and automated services.

Approve/Decline Service Requests and Complete Tasks with a Single Click

You can now process tasks and requests quickly and easily directly from the Tasks menu page. If you do not need to review or edit the task’s details - you can simply approve/ decline service requests and mark a task complete with a single click.


Legal notices

Return to top

© 2020 SolarWinds Worldwide, LLC. All rights reserved.

This document may not be reproduced by any means nor modified, decompiled, disassembled, published or distributed, in whole or in part, or translated to any electronic medium or other means without the prior written consent of SolarWinds. All right, title, and interest in and to the software, services, and documentation are and shall remain the exclusive property of SolarWinds, its affiliates, and/or its respective licensors.

SOLARWINDS DISCLAIMS ALL WARRANTIES, CONDITIONS, OR OTHER TERMS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON THE DOCUMENTATION, INCLUDING WITHOUT LIMITATION NONINFRINGEMENT, ACCURACY, COMPLETENESS, OR USEFULNESS OF ANY INFORMATION CONTAINED HEREIN. IN NO EVENT SHALL SOLARWINDS, ITS SUPPLIERS, NOR ITS LICENSORS BE LIABLE FOR ANY DAMAGES, WHETHER ARISING IN TORT, CONTRACT OR ANY OTHER LEGAL THEORY, EVEN IF SOLARWINDS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

The SolarWinds, SolarWinds & Design, Orion, and THWACK trademarks are the exclusive property of SolarWinds Worldwide, LLC or its affiliates, are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other SolarWinds trademarks, service marks, and logos may be common law marks or are registered or pending registration. All other trademarks mentioned herein are used for identification purposes only and are trademarks of (and may be registered trademarks) of their respective companies.