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SWSD November 10th: General Release of Auto-Generated Runbooks, Enhancements for Custom Fields, and New Input Modification Functionality

joeybrown

Make the Most of Your Process Documentation by Generating New Runbooks in Just a Few Clicks
We’re excited to announce that our new AI-powered Runbook generation feature, previously launched in labs, is now fully released as part of SolarWinds AI. This feature automates the time-consuming task of turning existing operational guides into structured, step-by-step Runbooks. By simply entering free text or uploading a PDF or Word document, you can generate a draft Runbook that’s ready to be edited, published, and added to tickets as a standardized resolution process for agents and teams.

In addition, workflow process entity switching will be available for every AI-powered Runbook generation. See Workflow process entity switching to learn more.

In line with our AI by Design principles, these AI-generated Runbooks are fully customizable and editable, ensuring they meet your specific needs with a human always in control. As with existing Runbook permissions, only administrators can generate Runbooks using SolarWinds AI.

This feature is available for customers with a Premier subscription plan. See Using GenAI to Generate a Runbook to learn more.

Don't forget: Free two-week trials of Premier features, including AI-generated Runbooks, are available directly within your account. To activate, account owners can start the trial in the product or chat with sales. Additionally, admins can request a trial in their settings, which will send a message to the account owner. For more information, see Service Desk settings and SolarWinds Premier features visibility.

Increase Efficiencies with New Enhancements for Custom Fields – Filtering, Sorting and Searching

As we work to introduce more advanced functionality around custom fields, this week we are releasing previously mentioned Phase 1 enhancements that will give you the ability to select which custom fields are available for filtering/sorting and searching in index pages. With this new functionality, we will also be introducing the ability to filter and sort on service request custom fields on the incident index page. This will allow your agents to slice and dice the data in a cleaner manner to quickly find the tickets that need their attention. This new functionality will also increase the accuracy of your search results by excluding the fields that are not important to search on, making workflows more streamlined and saving valuable time.

This work is going to allow us to introduce the following items in the future:

New custom field types (email, number, link, and more)

Field validation (ensure you are collecting the information in the format you need.)

Custom fields in change catalog items

and more

This is phase 1 of a two-phased release. Please see the attached PDF to prepare and understand each phase. For additional information see Custom Fields

[View:/cfs-file/__key/communityserver-blogs-components-weblogfiles/00-00-00-00-39/4762.Custom-field-indexing-pre_2D00_release.pdf:820:615]

New Input Modification Functionality Empowers Gives Admins and Agents More Control and Flexibility

The new input modification feature enhances customization and control for admins and agents in managing service desk processes. This feature allows admins to enable or disable field modification options and choose between "Strict" or "Flexible" behavior. In "Strict" mode, field modifications are permitted only when the process is stopped or aborted, which can be especially valuable for maintaining data integrity during critical workflows.

In "Flexible" mode, agents can modify fields without stopping the process. Agents also benefit from user-friendly UI updates, such as the replacement of the yellow banner with a concise toast message, minimizing workspace disruption. Additionally, agents can set preferences for a compact or full display of incident fields, providing a more tailored user experience. For more information see Modify a service request ticket after submission.

Office Hours Reminder: Do you have more questions about your Service Desk setup, upgrading to Premier features, or anything regarding Enterprise Service Management (ESM)? You can join us for any of our upcoming office hours and get all your queries and questions answered. View and book your slot using one of the links below:

ESM Office Hours with Stella

Service Desk Office Hours with Jelyn

Service Desk Office Hours with Rusty

Other notable enhancements

Deep Linking on Mobile Devices

Read the full release notes 

If you have any questions, please leave a comment below.
See what else we’re working on.
Have a feature request? Upvote or submit your request here.

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Comments

etsang

I see that we are limited to the number of custom fields we can set to be filterable/searchable on SWSD. Is there a reason for this and will this limit be permanent? Are we able to request expanding the limit of the amount of fields we can filter/search in the future? We have quite a few teams in our instance that would benefit from the filter and report-able features from custom fields.

joeybrown

Hi - the numbers set in place for each field type was set based on data representing the amount of fields that are currently used for filtering, sorting, and searching in all our accounts. The reason for the set number of each field is due to general limitations of technology and the ability to quickly gather data from the database to present on an index. Lots of investigation and research was performed during the development of this feature and what we found is that there is no technology out there that can support unlimited about of custom fields to be filterable, sortable, or searchable in a timely manner. The amount of fields that you will be able to select will continue to grow as the technology in the industry advances.

These limits are on each account and or service provider. If you have multiple teams using SWSD, it might be worth looking into Enterprise Service Management(ESM) which allows each team or service provider to have their own siloed working environment while still being able to collaborate with each other. SWSD ESM

This feature to limit the amount of each field type is to allow us to develop the highly requested features of different field types, better reporting, field validation and more.

ChuckZane

It appears only Globally scoped fields can be set at searchable. When building custom fields for use in catalog items, I set the scope to service catalog. Is the intent that we should switch the scope the global if we want it to be searchable? Or am I missing how to make service catalog custom fields searchable?

zennifer

Wow, I am interested in taking this for a run around the block! Great post, glad they put this into the mission. I am totally intrigued! Thanks for the information @joeybrown

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