Documentation forSolarWinds Service Desk

SolarWinds Service Desk September 2022 Release Notes

Release date: September 4, 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

This release includes the features below.

  • Create nested groups. With the nested groups feature, you can add groups to other groups. For example, you can add a group called Tier 1 and another called Tier 2 to a group called Support Teams. For more information, see Step 7 under Add a Group.
  • Use automation rules for assets - Phase 1. Previously, the only options available for automation around assets was to assign them to a site or department based on data points like Active Directory group, subnet, or IP address range. SolarWinds has added computer assets to the automation section to give you more flexibility and power to automate actions around assets.

    Use cases include:

    • You want to be notified when an asset hasn’t reported back, via the agent or scanner, in a specified amount of time. can now not only send a notification, but also create a ticket so your team knows to go investigate why.

    • You have assets that change hands frequently, which means their status also changes in your assets management. Most of the time you want to be alerted when an asset status moves from operational to any other status because it means something is going on with that asset. Now, you can send a notification, update the record, and create a ticket based on an asset's status change.

    Phase 1 includes only the availability of Computers in automations. Other asset types in automations will be available in a future Phase 2 release.

    For more information, see Automation rules.

  • Limit API calls running dynamic forms. Previously, all API calls to create incidents were sent through a validation of dynamic form rules, which caused the request to get delayed. Now, you can decide whether to have the API call run through all validations or not before the incident is created. If you want a call to run through all validations include the new parameter validations: true. For more information, see API Documentation.

  • See My Tasks more easily. SWSD now defaults the Tasks index page to display My tasks. Agents can now quickly see what is most relevant to them. This change also reduces the page load time. For more information, see Tasks.

  • Import objects with CSV templates. SWSD lets you import computers, contracts, incidents, mobile devices, other assets, users, and solutions using CSV files. For more information, see CSV file import.

  • Generate Key in Jira integration. The button previously named Generate Public was renamed to Generate Key. For more information, see Setup Step 3 of Jira integration.

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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