Documentation forSolarWinds Service Desk

SolarWinds Service Desk February 2021 Release Notes

Release date: February 2021

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

Overview

Employee Engagement

Agent Productivity

Workflow & Automation

Reporting & Analytics

Discovery & CMDB

Breakdown

Portal Designer and Custom Widgets

The capability you have been waiting for is now available for your SWSD. The new Portal Designer allows you to customize your Portal Home Page to better meet the needs of your end users. By including only the components relevant to your organization, you can create the ideal Portal layout. This is quick and easy with the predefined layouts we provide so you never have to configure it all on your own.

For more information, please click here.

Date Specification - Change from the Portal

We always want to streamline our processes. Therefore you can greatly benefit from the following enhancement. Allow your requesters to schedule a date for a change when making a request via the portal. This includes a start and end date to ensure the change is quick and easy and can be streamlined into the workflow.

As always, Administrators/Agents can determine if this is right for your organization and can select to enable this functionality for requesters per each CCI. Agents will no longer need to inquire when the change should occur, which will improve productivity of your IT teams.

Notification Enhancements - Out of Labs

You may recall, back in November 2020, when we introduced the additional customization capabilities for group settings and task notifications. This feature provides real-time notifications to help you, your team, and employees stay informed and get visibility into essential updates throughout the service life cycle.

This feature has moved from labs into your main setup menu. The Notifications and Email Customizations pages have been unified in the Notifications menu. This allows for configuring and managing your systems' notifications all from one location.

For more information, please click here.

Sending Multiple Notifications

There are many reasons why a number of team members would benefit from the identical notification update simultaneously. For example, when onboarding a new-hire, many departments are involved to ensure the new employee has all aspects of their journey accounted for. HR needs to get contract details in order while IT is responsible to ensure a laptop, monitor and any additional hardware is available. This feature allows you to set up that each user will receive the appropriate notification at the relevant stage in the process.

This ensures an overall positive service experience by streamlining workflows and providing all stakeholders visibility throughout the process.

Dashboards: New View - Group Custom Widgets

To provide the greatest insight and visibility into your workload, create custom widgets on your dashboard and analyze the data to achieve superior outcomes. For example, create a widget that allows you to compare your team's KPIs by user, per week all from one location.

For more information, please click here.

CMDB API Enhancements

As we continue to improve your SWSD capabilities, you can now add and connect dependencies within your  CMDB. With easy to use APIs, you can add, delete and create dependencies.

This allows you to:

  • Add new dependencies between Configuration Items (CIs)

  • Remove existing dependencies between CIs

  • Create new CIs

For more information about your CMDB, please click here.


Legal notices

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