We’re excited to announce the July 20 release for SolarWinds® Service Desk, packed with enhancements designed to improve security, streamline workflows, and simplify software management. Here’s a quick rundown of what’s new and how these updates can benefit your organization.
Data Masking Enhancements for a More Streamlined and Secure Experience
The recent updates to data masking in SolarWinds Service Desk make managing sensitive information more straightforward and secure. The new ability to unmask sensitive data directly in the Audits tab streamlines the information gathering processes and improves transparency and accountability. With the appropriate permissions, users can now view unmasked PII/PCI data within audit logs, providing the necessary context for informed decisions. See Data Masking for more information.
Note: For tickets created before the feature release, users may not have the option to unmask certain data.
Additionally, masking tags, which were previously shown in brackets (e.g., <UKN_NUM>), are now displayed as asterisks (***) for a cleaner, more accurate approach, with the length adjusting based on the data. This update streamlines compliance checks and security reviews, enhancing both efficiency and security without complicating the workflow. See Data Masking to learn more.
Reduce Manual Efforts with Workflow Process Entity Switching
Workflows often evolve as they’re being developed, and inflexible customization can create slow and convoluted setup experiences. As part of our continued efficiency enhancements, we’re releasing an update that allows users to switch between different process entities while setting up steps in workflows, without the need to completely delete and create a new one. For example, a ‘task’ can become an ‘approval’ in just a couple of clicks.
Previously available only in Runbooks for the Premier plan, this feature is now being extended to all users for manually created processes. This update will make it easier for all users to customize workflows and streamline setup, improving flexibility across the board. See Process Workflows for more information.
Simplify Records with Data Normalization for Common Software Titles
This enhancement of data normalization for common software titles in Service Desk helps simplify software management by automatically grouping versions of the same software under a single primary record. This reduces clutter in the software index, giving a more streamlined view of what software is in an organization’s environment and to take action when needed. For example, instead of managing multiple Google Chrome entries for each version, all Chrome versions will be normalized into one primary record, improving efficiency and reducing manual cleanup efforts. This update is also intended to help with better reporting, faster issue resolution, and an overall streamlined experience for both agents and administrators. For more information, see Software.
Office Hours Reminder: Do you have more questions about your Service Desk setup 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:
Other notable enhancements
- Observability SaaS flexible configuration of Service Desk notifications
- Renaming of 'Custom Reports' to 'Data Export'
- Addition of ‘Today’ time filter
Read the full release notes here
If you have any questions, please leave a comment below.
See what else we’re working on.
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