Release date: August 2020
These release notes describe the new features and improvements in SolarWinds Service Desk.
If you are looking for previous release notes for SolarWinds Service Desk, see Previous Version documentation.
New features and improvements in SWSD
- Attach Computers to Assets and Configuration Items
- Import Site Information from SCCM
- Redesigned Configuration Item Pages
- Reorganized Setup Menu
- Ad Hoc Tasks
- Change Management Enhancements
- Dashboard Full Screen View
- Discovery and Dependency Mapping
- Mobil Updates
- Workflow and Automations
We recognize the need to associate items with a specific computer. As a result, you now have the ability to attach related Assets and Configuration Items to a particular Computer by navigating to the Configuration Items section of the Computers page. This improves asset inventory tracking as well as populates and maintains your CMDB up-to-date.
For more information on Attach Computers to Assets and Configuration Items, please click here.
To help you track and manage assets across various office locations, we have added the ability to pull site information from scans. By enhancing the SolarWinds Discovery integration with Microsoft System Center Configuration Manager (SCCM) we now include site information from SCCM assets providing greater visibility into your organization’s asset distribution per site. For more information on Import Site Information from SCCM, please click here.
We redesigned Configuration Item (CI) pages in our CMDB to make the user experience simpler and more intuitive. This helps increase agent productivity and better deliver services to your employees. These changes also make the CI pages more consistent with other sections of your service desk, such as the Incident, Problem, Change, Release, Change Catalog and Service Catalog pages.
We reorganized the Setup Menu to streamline and improve the overall user experience for Administrators. The new Setup Menu is easier to navigate and increases alignment with your service desk operations. It is also the first step in allowing us to delegate admin functions. For example: we are separating onboarding setup items from day-to-day administration items. For more information on setting up your SWSD, click here.
At times, service requests may require additional and unexpected steps that we couldn’t account for when creating their original template. For example: someone who is part of the approval process being away (change approver status to “out of office”), or just a new situation that requires an ad-hoc solution. Therefore, you can now add such solutions to your processes. For more information on your Service Catalog, or the new Ad-Hoc enhancement, click here.
The Configuration Item (CI) pages in our CMDB have been redesigned to make the user experience simpler and more intuitive. This helps you increase the productivity of your agents and better deliver services to your employees. These changes will also make the CI pages more consistent with other sections of your service desk, such as the Incident, Problem, Change, Release, Change Catalog and Service Catalog pages.
Whether you are working from home or spending time at the office, like most of us, you probably use more than one screen (one just isn't enough! There we said it…). We usually use the second one to monitor different dashboards, and in case you do the same - you’ll be happy to learn that our dashboards are now available in full screen mode! For more information about your Dashboard, click here.
SolarWinds Discovery and Orion integration imports incorporated asset information from the Orion Platform into SolarWinds Service Desk, and now has been enhanced to provide dependency information! This integration automatically detects, maps, and imports dependency information from the Orion Platform into SolarWinds Service Desk. For more information about Dependency Mapping, click here.
IT Asset Management module has been added to our native mobile apps (Andorid and iOS). The first record type that you can view and manage on the go is ‘Computers’. From this version on, you can use the Service Desk mobile app to search your inventory, view specific items and update their information. For more information on viewing your computer assets via your mobile app, click here.
Workflow and Automation
You have the ability to send on-demand email notifications within a change request or service request workflow. You can build more custom workflows that meet the needs of your organization, increase automation of business processes, and streamline your workflows. For example: notify your employee if a service request is denied due to financial or security considerations. For more information on Send Notifications, click here.
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