SolarWinds Service Desk (SWSD) for Managed Service Providers (MSPs)

ESM goes mobile

SWSD now supports a mobile-first approach, allowing agents to efficiently manage their tasks and provide support across multiple service providers, thereby improving overall productivity and user satisfaction. See Mobile application: ESM.

Data masking for user text input is now available in Labs

In addition to data masking for attachments, which was previously made available in Labs, data masking for user text input fields is now also available in Labs.

See Setup: Labs.

Custom fields improvements

Custom fields are filterable, sortable, and searchable

Custom fields from requests are available in the incident index

In the Incident index , you can now filter, sort, and add columns for custom fields from service requests. See Incidents index.

This ability helps agents quickly see and filter important information relevant to service requests. They can then prioritize and work first on the service requests that matter most.

Modify Inputs

New global setting for service request editing options

SolarWinds created new global settings to give administrators more control over the service request workflow processes an agent can make and when the agent came make them. See Modify Inputs.

Improved UI for clarity in service request tickets

• SolarWinds improved the Service Request/Incident user interface (UI) to distinguish the Request Inputs filter from the input fields below it. You can also see how many inputs are displayed out of the total number of inputs. See Modify a service request ticket after submission

• SolarWinds also improved the UI by adding indicators to the fields participating in a workflow process. When someone needs to stop a process and edit a field participating in the process, indicators make it easier to recognize participating fields. Based on settings enabled by an administrator, it is possible that some fields can be edited but others cannot unless the process is stopped. If the process must be stopped, a message will display onscreen.

• Agents can set their preferred display for workflow inputs in service requests. See Stop or restart a workflow process.

Relocated workflow interruption messages

On a Service Request incident detail screen, if a workflow is interrupted, the yellow banner stating the Process is running has been moved. Now it displays at the top of the technician's screen rather than on the Details and Processes tabs of the ticket detail screen. The agent must dismiss or close the message for it to disappear.

For this message to display, an administrator must configure Global Settings to allow agents to edit inputs. See Modify Inputs.

Auto-generate runbooks enhancements

Auto-generate runbooks moved from Labs to General Availability (GA)

Save time by using GenAI to generate runbooks from a Word or PDF file or from free text. See Use GenAI to generate a runbook.

Ability to change some workflow step types to another one in an AI generated runbook

You can now change the type of a workflow process step in a Runbook to another step type without losing any data. For example, you can change a Task step to an Approval step. Options are currently limited to specific process step types. See Runbooks.

Virtual Agent enhancements

New color scheme for Virtual Agent

To align with updated SolarWinds branding, colors throughout the Virtual Agent were updated. There should be no impact on any customization you have made to your requester portal.

Technicians can view assigned problem tickets in the Virtual Agent

Visibility into problem tickets is now an option for technicians in the list of buttons available to them in the Virtual Agent. Just click Show Assigned Problems. The feature works in the web UI, mobile app, Slack, and Teams. See The user experience in the Virtual Agent.