We’re excited to announce the August 17 release for SolarWinds® Service Desk, which delivers a more comfortable, manageable, and connected experience for your teams. This release includes the general availability of our top request, Dark Mode, provides managers with granular tools to drive team accountability, and breaks down departmental silos by extending powerful automations across your entire business. Here’s a detailed look at what’s new.
It's Official: Dark Mode for SolarWinds Service Desk is Now Generally Available!
The workday is demanding. From managing high-volume ticket queues to resolving late-night incidents, team members spend hours focused on screens. To make that time more comfortable and productive, one of the top requested features—Dark Mode—is now generally available in SolarWinds Service Desk.
This feature was built in partnership with you. The feedback from users during the Labs phase was essential in shaping a polished and powerful experience for the entire community—thank you for your contribution.
For those interested in the design principles, including how Dark Mode meets WCAG 2.1 accessibility standards, you can revisit our original post here.
Ready for a better view? Learn more about how to activate Dark Mode here.
Drive Accountability and Performance with New Assignee Field in SLAs
For service management teams, visibility into how each team member is performing against their specific goals is critical to optimizing workflows and processes. A single, generic SLA for the whole team obscures who is excelling and who needs support.
That's why we've launched assignee-based Scoping for SLAs. It's now possible to create different service level agreements and assign them directly to individual agents or a selection of multiple agents.
This gives team leaders a powerful new tool for management. They can set distinct expectations for a senior team member versus junior agent or one who is onboarding, seeing precisely how they perform against those standards. Then, they can use this data to have objective performance conversations, recognize top achievers, and hold every team member accountable for their role-specific responsibilities. To learn more, see Service Level Management.
Extend Process Integrations Across Your Entire Enterprise
Powerful process integrations are a cornerstone of IT automation. Previously, this power was confined to IT workflows, preventing faster resolutions for other departments and limiting the potential for true, end-to-end automation across organizations. Today, that changes with the expansion of process integrations outside of the IT service provider.
Anyone using the Advanced or Premier tiers can now leverage their secure, IT-managed process integrations within the workflows of any service provider, from HR and Facilities to Finance and Legal. This unlocks a new level of cross-departmental efficiency and security. It’s true Enterprise Service Management in action, where workflows connect seamlessly across the business to deliver faster, more intelligent services. And it’s all done with centralized control: IT securely manages the integration credentials and sets up the integrations, while other departments are empowered to use them in their workflows, helping ensure a balance of governance and agility. To learn more, read Process Integrations.
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
- Add support for HTTP PATCH
Read the full release notes here
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.
