Documentation forSolarWinds Service Desk

SolarWinds Service Desk October 2021 release notes

These release notes describe new features and improvements in SolarWinds Service Desk.

New features and improvements in SWSD

Action Links

SWSD has enhanced the ability to send protected emails, including action links that ensure usability.

Have you ever received an email telling you that action is required? But the minute you tried to click a link in that email, the link seemed to be expired? This can be caused by any number of issues. For example, the security tool your organization uses might check email content for malware and then prevent a link from working.

With the new Action Links enhancements in SWSD, this concern is a thing of the past. Links will only expire based on the following factors:

  • Actual use of the link. Links should be loadable multiple times without expiration, and should only expire if they've been used. Examples of links that would not be loadable again:

    • Password reset: If a new password has been submitted then the password reset link would not work.

    • Survey. If a survey response has already been submitted, then a survey link would not work.

  • Time expiration.

    • Password reset links expire if not used within 30 minutes. The password reset notification reflects that the link is only valid for 30 minutes.

    • Survey links automatically expire if not used within 10 days

SNMP Prioritization

When a customer activates both Nmap (default) and SNMP scanning, SWSD prioritizes the SNMP integration results over Nmap. This assures no duplicated information, more accurate asset classification, and categorization.

Prevent service request ticket resolution with open tasks

SWSD has a new option that allows you to block service requests from being closed as completed if there are still incomplete tasks associated with the service request. This helps your organization enforce proper processing of requests. The new option, Resolve Incomplete Service Requests, can be found under Setup > Service Desk Settings.

Field Logic for Custom Forms (Setup: Labs)

Field Logic enables you to control when fields are displayed, hidden, required, optional, and more, according to conditions based on other fields located on the same form. This functionality is an enhancement to SWSD's current Dynamic Forms feature under Setup: Labs.

Example use case: Require entry of the phone model during incident submission. An issue was found in one of the phone models a company provided to new employees. The company would like to require users to submit the phone model in order to handle issues more effectively.

Steps to set the logic:

  1. Ensure Dynamic Forms is enabled under Setup: Labs.

  2. Click View Logic on the relevant custom form.

  3. Define the relevant Conditions.

  4. Define the relevant Actions.

Fields with applied logic will be marked with a Logic label.

Email Protection Compatibility

SolarWinds has changed the way email notifications work to prevent malware scanners from prematurely expiring single-use links. SWSD notifications are now compatible with email malware protection services such as Microsoft Defender’s Safe Links and Barracuda’s Link Protection.

For more information, see Service Desk Notification Settings.

 

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