Documentation forSolarWinds Service Desk

SolarWinds Service Desk July 2023 release notes

Release date: July 16, 2023

These release notes describe the new features and improvements in SolarWinds Service Desk (SWSD). In addition, they provide information about upgrades and detailed workarounds for known issues.

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

New features

  • Mass deploy Discovery Agent using MSI file. SolarWinds provides a Microsoft Installer (MSI) file for the SolarWinds Service Desk Discovery Agent. See Agent installation for Windows.

  • Enhancements to Virtual Agent.

    • The search feature has been enhanced to present more accurate results.
    • New notifications were added on Slack and MS Teams, for example, user assigned tasks, resolved tickets, and others.
    • Cognitive Analytics was enhanced to better understand user engagement, CSAT, resolution rates, number of solutions provided and more.
    • The task management feature allows users to view all tasks and close/reopen them.
    • Customer Satisfaction (CSAT) is available on Slack after an incident is resolved, if your organization has satisfaction surveys enabled.

  • Clarified that Stop process button does not auto resolve incidents. The description of the global setting called Auto Set State to Resolved at workflow completion has changed to clarify that the setting does not apply to incidents. SolarWinds recommends that all customers read the new description so they can decide whether the setting should be enabled in their organization. See Service Desk settings.

  • Administrators can allow requester @mentions in the Service Portal. End users can now use @mentions on any ticket the user has access to. See Roles and permissions.

  • Change your current Google Analytic track IDs from UA (GA3) to GA4. Customers who use Google Analytics to track portal adoption need to change their track IDs to GA4. UA (GA3) is no longer supported by Google. See Service Portal.

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

Legal notices

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