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
- New Configuration Management Database (CMDB) Data Model
- SolarWinds Service Desk Enterprise Plan
- Approve/Decline Service Requests and Complete Tasks with a Single Click
- Live View of New Incidents
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.
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.
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.
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.
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