Documentation forSolarWinds Service Desk

SolarWinds Service Desk February 2020 Release Notes

Release date: February 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

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Account Profile Redesign, Chat Notifications & Opening Tabs Customization

As part of our ongoing efforts to continuously enhance the agents’ user experience and improve productivity, we have updated the agent’s Account Profile with more customization capabilities. To accommodate these updates, as well as future enhancements, we are introducing a new layout.

To check out the new design, simply go to My Account:

Figure 1: Account menu

Figure 2: My Account/Profile tab

Figure 3: My Account/Settings tab

**NEW AGENT CUSTOMIZATION CAPABILITIES**

1. Default opening tabs

Agents can now choose default tabs when loading one of the following Service Desk modules:

Incident

Service Request

Problem

Change

Release

Solution

Catalog Item

Whether you are processing an Incident or a Service Request, reviewing a Problem or adding a new Solution - you will be presented with the tab that is most relevant and useful to you.

Configuring default opening tabs

To customize your default tab in each module, simply go to the My Account index page by clicking your profile picture at the top left of the screen.

Click Settings tab and scroll down until you reach the Default Opening Tabs section:

Figure 4: Default opening tabs configuration

Then, simply choose the default tab you would like to see every time you load one of the modules.

2. Desktop chat notifications

Agents are now able to get desktop chat notifications whenever there is a new message in an active chat, or when a new chat is added to the queue. This new feature allows you to be in another tab, away from the SWSD, and have this notification bring you back when needed.

Enabling chat notifications

Go to My Account/Settings tab and scroll down to the chat notifications area at the bottom.

Figure 5: Chat notifications are disabled by default

To enable notifications, toggle the relevant notification(s) you wish to get - and don’t forget to allow your browser to show them.

Figure 6: Allowing browser notifications


Legal notices

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