Release date: July 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
- Start Change Process Automatically
- Search and Filter Enhancements
- Show Field Details
- Queue Management
- Reassign Approvals
- Tag Inheritance
Workflow and Automation
- Workflow Conditions on any Field
Start Change Process Automatically
The recent introduction of the automated change workflows provided you with a lot of flexibility around the way you build and control change processes. To allow this functionality and ensure optimal execution - activating the process was done manually once the implementer had a chance to ensure that everything is ready to go. Over time we learned that several templates, mainly of the Standard type can be executed immediately, without the need for additional review. Therefore, we added the ability to start template processes automatically and help you streamline your change process even further!
Search and Filter Enhancements
We have made enhancements to several Service Desk pages to allow searching across pages and filtering text fields not matching a specific term. This includes the following pages:
- Other Assets
- Purchase Orders
- Mobile Devices
Show Field Details
We have enhanced our filtering and mass update capabilities to give you more details on the type of each field. This includes whether a field is a system or custom field as well as the data type (Text, Dropdown, Checkbox, Date, Date and Time, Text Area and User).
We’re always looking to help you improve agents productivity and efficiency of your organization. As a result, we are excited to introduce Queue Management to SolarWinds Service Desk! Queues are repositories of shared workloads that help you prioritize, distribute, and assign records such as Incidents, Changes, and Service Requests to your teams.
Automation can save us a lot of time, and free us from the burden of repetitive tasks. If you often work with the Service Catalog automatic processes – you have probably encountered a situation where you must halt, simply because someone is out of the office (and forgot to turn on their out-of-office status), moved to another department, or even left the organization.
Starting today, admins can reassign approvals from the workflow of the service catalog
Starting today, any change or service requests that are created from their respective catalog, can automatically
include the tags that were set in the respective catalog item. This enhancement will save you time, effort and reduce human error.
Workflow and Automation
Workflow Conditions on any Field
We have enhanced our workflows in change and service requests to make them more powerful and dynamic. These capabilities allow you to build more customizable workflows that meet the needs of your organization, allowing you to increase automation of business processes as well as streamline your workflows.
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