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 Group Assignment field

To help customers better identify the amount of time specific groups spend working tickets for incidents, problems, changes, releases, change catalog, service catalog items and SLA actions, SolarWinds added a new system field called Group Assignment.

A default group can be configured for each category. See Service Desk settings: Require Mandatory Fields On Resolution and Categories: Category settings.

Roles and Permissions includes a new scope called Group Assignment for incidents, problems, changes, and releases. Roles and Permissions > Terminology: Scopes.

The new field is added to the API and specific reports. Customers can now better report on and have more visibility into the time that specific groups/teams spend working tickets. See API documentation and Reports > Edit: Stack by.

Custom survey results are now available in incident tickets

Users can now see custom survey results from incident tickets. If the requester submitted a survey, a link appears in the green resolution bar indicating that survey results are available. Users can click the link to see the survey results.

By diving into the survey results, agents and managers can now assess agent performance, the quality of the service, and requester satisfaction with the service. See View survey results for an incident.

Ability to update ticket resolution codes with automation rules

You can now automate your entire business process from initiation to resolution by updating incident and service request resolution codes using automation rules. Resolution code and description are now available in the Actions section of automation. See Automation rules.

The GenAI ticket summary character minimum was reduced

To address the number of use cases and customer requests, SolarWinds reduced the minimum number of characters for GenAI to generate a ticket summary. The minimum is now 100 characters. See Ticket summary generation criteria.