Documentation forSolarWinds Service Desk

SolarWinds Service Desk October 2022 release notes

Release date: October 30, 2022

Updated: October 31, 2022

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 previous release notes for SWSD, see 2022 Release Notes.

New features

SolarWinds made the following changes in this release:

  • Added a new Object ID column to the Incidents index page. A new column called Object ID was created. Users can add the Object ID column to the any custom Incidents index table. You can use the internal Object ID for filtering and sorting incidents by Object ID. Agents can create a direct link to incidents. Using the Object ID makes referencing an incident is quick and easy and it eliminates the manual effort of viewing an incident through search. See Incidents index for more information.

  • Updated report: Average time to first response. The First Response key performance indicator (KPI) is now set to trigger on only the first public comment. Previously it was set to trigger on either first public comment or first state change. As a result of this change, going forward SWSD will use only the first public comment to trigger the First Response KPI. However, historical data in reports will continue to include data based on first public comment or first state change. See Reports: Time Centric for more information.

  • Added CSV output option for scheduled reports. You can now generate output for scheduled reports to PDF or CSV format (or both). See Schedule a report for more information.

  • Added global setting to allow the override of ticket cc lists with the cc list of the last email sent for the ticket. Administrators can decide whether to allow SWSD to completely override ticket cc lists with the cc list in the most recent email response to a ticket. Currently, when an individual is added to a cc list they receive notifications, but if the individual were removed from the cc list via an email response, SWSD would not update the cc list and the individual would still receive notifications. By enabling this feature, when someone is removed from the cc list in an email, they will no longer receive notifications for that ticket. This helps protect comment privacy when correspondents on the ticket are not aware of how the cc mechanism works and assume that removing an address from the cc will prevent the comment from being shared. Note that when working in this mode, all comments made via email will be private comments. For more information, see Email CC List Should Override Ticket's CC List.

  • Added global setting option to eliminate duplicate notifications regarding a single update. Those individuals who received a notification via email, and would receive a second notification from SWSD for the same update, will no longer receive a second update. See global settings for notifications for instructions on how to enable this option.

  • Added clarification within incident detail pages regarding visibility of private comments and that public comments cannot be changed to private. See Change incident comments from private to public for more information.

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

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