Release date: November 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
- Schedule requested CCIs
- New Advanced Service Statistics Reports
- Over Time
- Notification redesign & enhancements
When you utilize the Portal to communicate with outside customers, you may not want them to mistakenly create users in your account. To prevent unauthorized email access that is not monitored by your administrators, you can eliminate the ability to open an account directly from the portal.
For more information on Creating/preventing portal accounts, please click here.
When configuring condition sets in the service catalog or change catalog workflows, it’s easier to exclude a value or two, rather than selecting all the relevant values for a certain condition. For example, let’s say that we want to set up a workflow in which all employees, EXCEPT FOR those in Spain, will go through a certain training program during their onboarding process. Another example is the need to setup a workflow in which we add a task to update a certain software – IF the laptop model name CONTAINS the string ‘MacBook’.
For more information on workflow operators and working with your condition sets, please click here.
Integrate Jamf Pro with your Discovery Scanner to pull data from your Jamf Pro instance.
For more information on Jamf Pro integration, please click here.
Integrate your SWSD with Dameware Remote Everywhere (DRE). No matter where you are, you can assist your users remotely, even now, as we all work from home, login and help!
We are always enhancing your ability to filter and customize the view of your dashboard. Now you can easily drill down and filter incident widgets with a filter bar in the left pane of your screen.
For more information on filter in incident widgets, please click here.
Admins can now schedule changes via the Change Catalog Items (CCIs) which allows Standard Changes to run on their own with a defined cadence.
For more information on Scheduling CCIS, please click here.
Tracking the actual time incidents spend in different states or assigned to each agent is key to learning about your service desk's efficiency, bottlenecks, and workload balance.
We are glad to introduce the new Advanced Service Statistics reports that can help you get visibility into these new metrics:
- Average time in a State (Elapsed time, Business hours)
- Average time per Assignee (Elapsed time, Business hours)
For more information on Advanced Service Statistics Report, please click here.
As part of our ongoing investment in enhancing agents' productivity, we are glad to introduce additional customization capabilities and new functionality for group settings and task notifications.
Real-time notifications help you, your team, and employees stay informed and get visibility into essential updates throughout the service life cycle.
© 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.