Release date: July 11, 2021
These release notes describe the new features and improvements in the SolarWinds Service Desk.
New features and improvements in SWSD
- Dynamic Forms Update - Field Dependency
- Block Ad-Hoc Change Requests
- Modern Portal Ticket Layout
- Custom Fields Import
- Filtering Inactive Records with Date Fields
- SLA's: Updates and New Automatic Breach Notifications
- Prevent Asset Duplication
The ability to create custom fields within your custom forms allows you to personalize tickets to best meet your organizational needs. We continue to enhance the availability of customization features to ensure seamless workflows.
Now in labs, add details to obtain pertinent information from your tickets by creating field dependencies.
As each organization is unique, you are now able to block the Ad-Hoc feature in your change requests. This ensures all change processes are pre-approved by the relevant individuals. This enhancements allows you to determine whether Ad-Hoc options can be implemented throughout your organization or blocked.
For additional details regarding the block ad-hoc enhancement, please click here.
When opening a new ticket via the portal, we offer a new look to match what you are familiar with in the platform. The new ticket layout has a user friendly flow and design, and aims to enhance the user experience.
We always strive to automate processes and reduce human errors, therefore we have added the ability to import custom fields when importing data from third party sources. This is most beneficial during your onboarding when importing tickets into your SWSD.
For more details and How To's on importing custom fields, please click here.
This new feature allows managers to filter incidents based on new parameters. For example, when tickets are not updated over a specific period of time, as a manager, I would like to be able to easily filter and view these tickets. This allows me to take action and ensure tickets are addressed in a timely fashion.
Meeting the Service Level Agreements between you are your customers are key to successful business practices. This is why, your SWSD offers an array of notification options to warn you before any breach occurs. By implementing automatic notifications, you can monitor your team's performance and analyze possible causes to an SLA breach. For example, was an assignee out-of-office and the ticket remained dormant rather than re-assigned.
This enhancement is just another step taken to increase the benefits gained when utilizing your SWSD.
The creation of duplicate assets can skew the results in your reports. By blocking the ability to manually create duplicate assets, such as adding a computer with a serial number that already exists in the system, you ensure more accuracy in your reporting data.
© 2021 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.