SolarWinds Service Desk September 2020 release notes

Release date: September 2020

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

If you are looking for previous release notes for SolarWinds Service Desk, see Previous Version documentation.

New features and improvements in SWSD

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• Service Catalog Enhancements
• Custom List Views
• Custom Forms
• Custom Fields
• Change Suggestions
• Custom Workflow Conditions
• Enhancing your CMDB

• In addition you will notice many areas in your platform have been enhanced with Help Text Variables and Custom Fields (The new Custom Fields include Multi-picklist and Attachment)

Service Catalog Enhancement

Alongside the new and modern Service Catalog user interface, you can now easily reorder the Process Fields by dragging and dropping them as needed, as well as set default values.

For more information on Service Catalog Enhancements, please click here.

Custom List Views

This new functionality allows you and your team to save and share custom views of different index pages (lists) across the SolarWinds Service Desk platform.

Examples for useful custom list views:

• All new Incidents
• All missed SLAs

• All incidents due next week

For more information on Custom List Views, please click here.

Custom Forms

A major benefit of your SWSD is the ability to customize all forms to best meet your unique organizational needs.

For more information on Custom Forms, please click here.

Custom Fields

This customization allows you to add fields in various modules of your SWSD. Creating these additional fields (which can aid in further data collection), is all done with click-drag-drop actions.

For more information on Custom Fields, please click here.

Change Suggestions

At SolarWinds Service Desk we keep investing in AI and machine learning capabilities to increase your productivity and minimize human error - so that you and your team could focus on matters that require human attention.

For more information on Change Suggestions, please click here.

Custom Workflow Conditions

Up until now, whenever you used a condition set in the Service Catalog or Change Catalog process, the only operator you had at your disposal was “AND”. For example you could create a condition set in which if a new hire is part of the “Marketing Department” AND works at the “Boston” site – then they would get a certain type of hardware, travel equipment, business cards and so on. If you wanted to set a more elaborated condition set, for example, Or ‘Title’ with Value ‘Executive’ - you needed to duplicate the condition set – for this additional rule.

We are glad to announce that we have added advanced new functionality to this section – to help streamline your organization’s workflow, save you time and ultimately help you scale your operations through advanced automation.

For more information on Custom Workflow Conditions, please click here.

Enhancing your CMDB

You can now attach configuration items (CIs) and create relationships between CIs directly from the CMDB Visual Map in SolarWinds Service Desk! This helps you quickly and easily build your CMDB, which you can tie to key IT service management processes such as incident, problem, and change management.

For more information on Enhancing your CMDB, please click here.

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Legal notices

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