Documentation forSolarWinds Service Desk

SolarWinds Service Desk April 2024 release notes

Release date: April 14, 2024

These release notes describe the new features, enhancements, improvements, and fixed issues in SolarWinds Service Desk (SWSD).

If you are looking for earlier release notes for SWSD, see previous release notes.

New features, enhancements, and improvements

  • Generative AI (GenAI) is available in Labs for Premier Plan customers in the US.

    AWS services used for GenAI are currently available in the US only. When it is available everywhere through an Amazon release planned for Q2'24, SWSD can enable the feature for all customers.

    Currently, GenAI is used by SWSD in suggesting solutions and draft responses for technicians to use in incident tickets. In addition, it is used to summarize tickets for incident tickets and resolutions.

    • For a description of the differences between AI and Gen AI, see Artificial intelligence (AI).
    • For instructions on how SWSD uses GenAI and instructions on how to enable it in Labs, see Labs.

  • Premier Plan customers can enable out-of-the-box (OOTB) knowledge articles for service portal users when searching in the Virtual Agent. Minimize the number of incoming tickets by allowing your customers to search OOTB knowledge articles for solutions to their own issues. You can decide which groups of knowledge articles your customers can see based on subject matter. See Virtual Agent: Out-of-the-box knowledge articles.

  • Premier Plan users can chat with a live agent through MS Teams and Slack. See MS Teams: Live chat and Slack: Live chat.

  • ESM customers can use widgets, filtering, and column editing related to the Ticket Forwarding feature. Every service provider can now add two widgets to their dashboard to support analytics on forwarded tickets. ESM service providers can use new filters and add columns to the Incidents index table to identify forwarded tickets. See: 
  • ESM requesters can track the progress of their open tickets in a unified ticket list. From the organization's landing page designer, administrators can add a new dashboard widget that allows users to see a consolidated view of all their open tickets across various multiple service providers. When added, users no longer need to navigate between multiple service providers to see tickets. To improve visibility, requesters can click View all my requests from the widget or they can click My tickets from the left navigation panel.

    In addition, administrators at the organization level can now see all tickets submitted by all requesters across all service providers.

  • Customers can modify service requests inputs after incident/service request submission. After a service request is submitted, you can now modify data and relaunch the workflow. Previously available only in Labs, this feature is now available to all Advanced and Premier customers. See Service Catalog.

  • When relating an object to another object, you can sort the results by newest or oldest. This makes it easier to find the object you need to relate. See List View details.

  • Users searching through the Virtual Agent chatbot and then requesting a chat with a live agent will automatically have the chatbot conversation sent to the live agent. The chatbot conversation history starts the chat with the live agent, minimizing the need for users to repeat themselves.
  • Backup was relocated to the Account summary and is now available to every service provider. See Account summary: Backup.

  • The Essentials plan now allows customers to use API. Requests are limited to 100 calls per minute, with the exception of user provisioning calls, which are limited to 1500 calls per minute for the following actions: Create user, UpdateUserByID, and DeleteUserbyID. See API documentation.

If you have any issues or bugs related to the released features, open tickets via the SolarWinds Portal or by emailing technicalsupport@solarwinds.com.

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