Documentation forSolarWinds Service Desk

SolarWinds Service Desk August 2021 release notes

Release date: August 1, 2021

Last updated: July 1, 2022

We are giving you a sneak peek at some additional features and enhancements coming out August 22, 2021. Features from August 1st are already available and all changes will be available starting Sunday.

These release notes describe the new features and improvements in the SolarWinds Service Desk.

New features and improvements in SWSD

Overview

Breakdown

Time Based Automation - Enhanced

We continue to enhance the Time Based Automation feature to meet greater needs. Let's review, this feature allows you to send automatic notifications based on the following triggers:

  • Object created - this trigger hones in on the creation of a new incident, request or change in your service desk.

  • Comment added - the automation is triggered by the addition of a new Incident index table to an incident, service request or a note on a change.

  • Object updated - this trigger reviews all fields and automates based on the preselected conditions.

    In this section we will focus on the ability to create conditions and actions based on time and date triggers.

We have now added the ability to trigger a notification based on:

  • No Incident index table added - when no Incident index table is added over a pre-defined period of time, a notification will be triggered.

For complete details including use cases, how to's and more, please click here.

Change Module

There have been two additions to the automation options as they relate to Change.

  1. You now have the ability to define a type to the Change request. You can mark it as Normal, Emergency etc.

  2. In addition, you can specify if the change request was generated from the pre-approved Change Catalog list or if this is an Ad-Hoc change.

Create Record Action - Link created record to origin record

For smooth tracking of processes, we offer an easy solution to link new incidents with the original incident that triggered the case.

For specific use cases and more information, see Automations.

Apply Resolution Code to Related Incidents

To assist with agent productivity and making the most efficient use of your time, we have now added the ability to include the resolution code in all related incidents, when closing a ticket.

When resolving a ticket, you will be offered the option to include the resolution code in all incidents linked to the current ticket.

Edit CI Type

With this enhancement, as you create configuration items within your SWSD it is important to have the ability to change the defined type to best suite your organizational needs.

Important to recognize that after you define a configuration item (CI) as a computer, printer or other asset, you will not be able to redefine this CI.

Multiple Category/Subcategory Pairs Supported in SLA Definitions

You no longer need to create duplicate SLA definitions for multiple combinations of categories or subcategories. This enhancement allows you to create one SLA rule and via the use of a multi-picklist you can define the relevant categories and subcategories.

For example: Set up one SLA rule and select:

  • Category: Network
  • Subcategory: Access issues

Or

  • Category: Network
  • Subcategory: Performance issues

For more details about setting up your SLAs and understanding Service Level Management, please click here.

A Toggle Option to Block Resolving/Closing Change Requests with Open Tasks

To ensure completion of all tasks, we now offer alerts before a change request can be marked as Closed/Completed. This gives you the ability to ensure no task falls through the cracks or is left unfinished.

For more information on Change Management, please click here.

For instructions on setting the toggle, see Close Incomplete Changes (for ITSM and ESM service provider administrators only).

Add Category Information to Subcategory Based Permissions/Restrictions

We have added detail to the Roles and Permissions Index page. To provide further insight, the scope now displays both the category and subcategory. This aids with visual confirmation that the correct subcategory has been selected.

Add Ability to Delete Software Type Assets

No longer do you need to look through a long list of software titles that have 0 installs! You can now remove these software titles by clicking on the software record and hitting the remove button in the top right. Have no fear, if that piece of software reports back on another device we will create it again for you.

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