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SWSD June 25th Release: Introducing our new Power BI Connector.
Improving impact assessment with more flexible object relation. Today we’re excited to announce the release of our new connector to Microsoft Power BI, giving you more power to analyze incident data in SolarWinds Service Desk. The new connector, SolarWinds Service Desk, available in the Power BI Desktop application, gives…
What We're Working On (November 13, 2024)
Recently Released Strengthening the ITSM Core Canned responses for agents June 23 Enterprise Service Management (ESM)/Beyond IT Enhancements Creation of service providers using templates August 18 Duplicate Service Provider September 15 Ticket Forwarding functionality and analytics September 15 * Group assignment system…
Coming Soon: Release of Phase 1 for Custom Fields for Searching, Sorting, and Filtering and Adding Service Catalog Fields to Incident Index
To better scale the SolarWinds Service Desk (SWSD) platform and offer more rich features, SolarWinds is introducing the ability to identify the custom fields your organization can filter by, sort by, and search by. Please see the attached PDF for information on the phased rollout. Phase 1 is scheduled to be released this…
SWSD October 20th: New Toggle for SLAs, Try Premier Features with Just One Click, and More Flexible User Licensing
Gain Flexibility and Control with SLA Toggling for Seamless Transitions and Reporting Our latest release introduces a new feature that gives admins better control over SLA management. With the ability to toggle SLAs on and off, IT managers and teams get much more flexibility when managing their service levels. Instead of…
Coming Soon: Streamlined Experience for Buying More Service Agent User Licenses
Busy service management teams have a long to-do list and adding new agents to help with overwhelming workloads is often at the top. However, the lengthy process of purchasing additional licenses can make things even more challenging. That’s why SolarWinds Service Desk is excited to offer a simpler solution: on-demand…
SWSD September 15th: More Features for Enterprise Service Management (ESM) – Duplication of Service Providers, Ticket Forwarding Customization & Reporting, and More
Streamline and Simplify Expansion Into Other Departments with Duplicate Service Providers IT teams are not the only teams who receive and manage requests; many teams across an organization, like Accounting, Facilities, Legal, Human Resources, and Marketing, regularly receive and manage requests from both internal and…
SWSD September 29th: Group Assignment Fields, Incident-Specific Survey Results, New Software Management Functionality – and More!
Understand and Optimize Team Processes Like Never Before with the Help of a New System Field: Group Assignment There are endless ways to structure service management teams and agents. Often, agents will be members of multiple teams or groups working on different types of issues. Filtering reports and routing to specific…
ESM Office Hours - Sign up for help, ask questions, or to explore ESM further
Wildcard certificates? DNS Setup? Domain name changes? What about APIs? How do categories work? Is data protected between service providers? How do I set this up? These are questions others have had about migrating to Enterprise Service Management (ESM) and questions you might have before feeling comfortable migrating.…
SWSD August 25th: The Evolution of SolarWinds AI in Service Desk – Generate Runbooks from Text-Based Files, Automatic Data Masking, and More
Make the Most of Your Process Documentation by Generating New Runbooks in Just a Few Clicks With our Runbook generation feature, available as part of SolarWinds AI, your teams can automate the manual and time-consuming task of compiling and formatting your pre-written operational guides into new Runbooks. Input free text…
Smart Suggestions, Virtual Agent, and Generative AI: The SolarWinds Service Desk AI Journey
SolarWinds AI for Service Desk has arrived! Our new features have already begun to simplify processes and streamline tasks for the agents we serve. With the launch complete, let’s look at our AI journey so far—and where SolarWinds AI goes from here. Traditional AI For almost a decade, SolarWinds® Service Desk has leveraged…