New ability to merge/split software titles on software index page

Agents can now organize your organization's software titles by merging related titles into a primary title. For example, if you have numerous versions of Microsoft Word, you can merge them all together under a primary title called Microsoft Word.

Conversely, you could also split titles to create a primary title named Microsoft Word and a different primary named MS Word O365 to differentiate between the desktop version of the subscription application and older desktop versions that are non-subscription based. The ability to split software titles is also beneficial when softwares have been mistakenly merged. See Merge and split software titles.

Service statistics data is available for problem records

Similar to the service statics available for incidents, you can now see service statistics for problem records. You can track and measure key events that occur during the problem’s lifecycle, such as state and assignee changes. You can also monitor time intervals like time to first response, time to closure, time spent in each state, time passed since creation, and time spent by each assignee.

The service statistics data is also available via CSV and XML exports, and through API.

See Incidents: Problems service statistics.

New ability to control Virtual Agent Live Agent Chat

Through global settings, administrators can allow all users to request a live agent chat through Virtual Agent at any time. Previously the live chat option displayed for users only after several search failed attempts. See Service Portal for single-tenant ITSM customers or Service Portals for multi-tenant ESM customers.

New ESM features and enhancements

New ability to duplicate service providers

You can now save time by duplicating any enabled or disabled service provider, including the IT service provider. You can then select which options to make available for the new provider. See Duplicate a service provider.

ESM ticket forwarding analytics are available in reports

SolarWinds added Analytics in reports for ESM ticket forwarding. This new report feature is available in addition to the information in previously available widgets. In both, you can see the number of tickets forwarded to or from a specific service provider. SeeTicket Forwarding Breakdown

Enhancements to ticket forwarding feature

Three new enhancements are available for ESM ticket forwarding. You can:

• Allow the forwarding of public comments.
• Require agent comments on forwarded tickets.
• Forward a service request ticket to another service provider.

Configure the first two options above by navigating to ORG > Global Settings > Service Desk Settings > Cross Platform Settings.

Other enhancements

Jira integration enhancement

SolarWinds added a new field to use in mapping. Administrators can now map the new field named Ticket ID to any Jira field, establishing a unique identifier between the SWSD and the Jira ticket. You can edit your field mapping at any time.

SWSD's unique ticket ID displays in the URL of the ticket, making it easier to locate the ticket in both SWSD and Jira. In addition, the SWSD incident ID is provided in the Jira ticket title.

The enhancement makes it easier to see the association between a Jira ticket and the original SWSD ticket, improving traceability and communication, and simplifying automation and integration.

See Jira integration for more information.

API documentation enhancement: Detailed guidance on the layout=long parameter

API documentation now provides clearer, more complete guidance on using the layout=long parameter. It explains how to use the parameter to retrieve detailed and comprehensive data for incidents, changes, problems, solutions, hardware, other assets, and contracts. See Short / long layout. For layout response samples, see API: Get Incident by ID.