This month, our latest release for SolarWinds Service Desk is focused on boosting your team’s efficiency and simplifying your most critical workflows. We're excited to introduce a powerful new integration for endpoint management, enhancements to our generative AI capabilities, and highly-requested updates that make Enterprise Service Management (ESM) and SLA configuration easier than ever.
Read on to see how these new features can help you automate processes, streamline administration, and deliver better service across your entire organization.
Streamline Endpoint Management with Our New Automox Integration
Reduce context switching and empower your agents to do more directly within SolarWinds Service Desk. Our new integration with Automox brings powerful patch management capabilities into your daily workflow, eliminating the need to swivel between different applications to manage and troubleshoot endpoints.
Right from the computer's asset page in SolarWinds Service Desk, your team can now view compliance status and take immediate action. Agents can initiate device scans, deploy all or critical patches, and reboot machines without ever leaving the platform. This integration ensures you can maintain a secure and compliant environment with greater speed and efficiency.
Please note, this feature is available on Essential, Advanced, and Premium plans and requires an active Automox subscription. Learn more at Integrations - Automox.
Build Your Team’s Processes Lightning-Fast with New Generative AI Workflow Enhancements
We're continuing to harness the power of generative AI to help you get to resolutions faster. This release introduces two powerful enhancements that work together to streamline the creation and deployment of your automated processes.
First, we've expanded our popular AI-powered process generation. Building on its success with Runbooks, you can now instantly create workflows for the Service Catalog and Change Catalog directly from PDF/Word documents or free text. This dramatically reduces the manual effort needed to build your processes. To learn more, see Gen AI.
To make this feature even more powerful, we've also enabled process entity switching for all AI-generated processes. Now, you can instantly adapt a newly generated process—for example, a ‘task’ can become an ‘approval’—without rebuilding it from scratch. Together, these updates create a seamless, accelerated path from a simple document to a live, optimized process, empowering you to deliver solutions and resolutions more efficiently than ever. Process Workflows
These SolarWinds AI enhancements and all generative AI features are available for customers on our Premier plan.
Supercharge Your ESM with a New Facilities Template & Enhanced Ticket Forwarding
We're excited to roll out two new features designed to make expanding and managing your ESM faster and more collaborative.
Following the release of our HR template, we're releasing a new out-of-the-box template for Facilities service providers. Since Facilities is one of the most common departments to onboard, this template will significantly speed up the setup process. It comes pre-packaged with relevant categories, custom forms, automations, SLAs, and service catalog items—everything you need to get your Facilities team up and running in a fraction of the time. See more at Enterprise Service Management.
Additionally, you asked for more robust ticket forwarding between service providers, and we listened. You can now include attachments, sites, and departments when forwarding a ticket, providing richer context for cross-departmental collaboration. This update intelligently respects all data masking rules to ensure information remains secure as it moves between teams. This is the first of more planned improvements for ticket forwarding, so stay tuned. To learn more, see Ticket Forwarding.
Simplify SLA Management with Multi-Select Scopes and the New Group Assignments Scope
Tired of creating and maintaining numerous SLAs just to handle different team requirements? We're excited to release a highly-requested update that simplifies and streamlines SLA management by adding multi-select functionality to SLA scopes, including the new Group Assignment field. This update significantly reduces complexity and administrative overhead.
In the SLA scope definition, you can now select multiple options for fields like 'Requester,' 'Site,' and the new 'Group Assignment' field. This powerful update means you can create a single SLA that applies to several teams or conditions at once, instead of building separate rules for each. The SLA will dynamically apply when a ticket matches the selected criteria and will pause or detach if it no longer matches the scope. This flexibility ensures more accurate tracking and drastically cuts down on the number of SLAs you need to manage. To learn more, see Service Level Management.
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
- Time zone setting on user profile
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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