Documentation forSolarWinds Service Desk

SolarWinds Service Desk July 2021 Release Notes

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

Overview

Breakdown

Dynamic Forms Update - Field Dependency (Now in Labs)

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.

For more information on Dynamic Forms and the new enhancements available in labs, please click the links.

Block Ad-Hoc Change Requests

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.

Modern Portal Ticket Layout

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.

Custom Fields Import

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.

Filtering Inactive Records with Date Fields

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.

SLA's: Updates and Automatic Breach Notifications

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.

For more information regarding understanding Service Level Management and how to send automatic notifications, please click the links.

Prevent Asset Duplication

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.


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