SolarWinds Service Desk November 2021 release notes
Release date: November 14, 2021
These release notes describe new features and improvements in SolarWinds Service Desk.
New features and improvements in SWSD
User List Expansion
Service Desk administrators can now see all users in the main User List. The Users page now has two tabs:
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Allowed Domains
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External Domains
This enhancement allows administrators to either disable or convert an external domain user to an allowed domain user with a single click.
Previously, if someone new emailed your IT support address, SWSD created a ticket on that person's behalf. However, if the incoming email address was from a domain not part of the Approved Domains list, the user was added to the dropdown User List but not the main User List. Eventually this caused an issue for some customers, as the dropdown list became too crowded and administrators couldn’t maintain it.
For instructions on how to convert an External Domain user to an Allowed Domain user, see Convert from external domain user to approved domain user.
Integration with Microsoft Teams (Phase 1)
End users (requesters) can now open a ticket directly from Teams, exactly like they can do via email.
This new integration aligns with the rising trend of letting users continue to use their existing tools, avoiding the need for them to learn new tools or new collaboration methods.
SolarWinds intends to continue to expand this integration to include more functionality. Our next phase will include adding the ability for users to see all their open tickets and take action on tickets (for example, close ticket, add Incident index table, etc.).
See Microsoft Teams client integration for more information.
Navigation: Left side panel menu change
A new, fixed, left side panel menu provides easier and faster navigation. The menu structure has been slightly modified to accommodate a cleaner and simpler option list. The menu shows labels for each option in expanded mode, and can be collapsed to show icons only to regain screen real-estate.
Improved Reports UI
SWSD reports have been updated to be easier to navigate, have a more functional look and feel, and provide you the ability to zoom in and drill down into the specific details you require.
You’ll see increased consistency between the Index pages and reports layout, as well as the way you reach the filter and parameters selection across different modules of the platform. The new left side rail makes it easier to add the parameters and the ability to now customize the newly added Y axis for reports will provide you with additional reporting detail.
For more information, read See more granular data.
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