We’re excited you’re here. The THWACK® community was established in 2003, and with the Samanage acquisition, we added SolarWinds® Service Desk to our forums in June 2019. Our connection to our customers is of utmost importance to ...
Happy 2021 all!
If you haven’t had the chance yet to familiarize yourself with the latest updates and enhancements we’ve introduced to SolarWinds Service Desk—here is a quick recap of the Q4 2020 highlights!
Agent Productivity
You asked – we listened! Quite often requesters accidentally open incidents instead of submitting service requests. This can lead to a lot of unnecessary manual work, carefully copying and pasting information each time this happens. Sounds familiar? Well, no more!
Starting today you can convert incidents to service requests from the incidents page quickly and…
Reporting & Analytics
Staying on top of your service desk performance metrics is important for both agents and admins. It helps ensure you’re aware of new problems or bottlenecks, balancing workload, focusing on the top priorities, and measuring your capacity and progress.
The new incident custom widgets allow you to:
- Select how to group data (by state, site, assignee…
Reporting & Analytics
New: Advanced Service Statistics Reports Provide More Visibility into Your Service Lifecycle
Tracking the actual time incidents spend in different states or assigned to each agent is key to learning about your service desk's efficiency, bottlenecks, and workload balance.
We are glad to introduce the new Advanced Service Statistics reports that can help you get visibility into these new metrics…
SolarWinds Service Desk has released the following enhancements to streamline workflows within the platform.
Workflow Update Record
You can now update any record field in a workflow with a new Update Record action. This includes system fields such as state, priority, assignee, and department as well as custom fields in a workflow. However, it does not include variables (also known as process fields). This feature can be…
We know you have limited time and resources, which is why it’s so important to maximize the efficiency of your IT teams. We’ve made several enhancements to help you increase the productivity of your agents, scale support and delivery of IT services, and better serve your employees.
Different views of ITSM index pages in your service desk allow you to customize these pages to your needs and focus on the…
IT organizations rely on having the most up-to-date and actionable data at their fingertips so they can ensure stability and business continuity. Our new reporting and analytics enhancements have been designed to provide you with more visibility into your service desk operations, allowing you to pinpoint bottlenecks and address inefficiencies quickly and easily.
Updates to Tasks Reports
We have added the following filtering…
SolarWinds Service Desk has enhancements to employee engagement and the configuration management database (CMDB) to help deliver better service through the platform.
Employee Engagement
In today's dynamic and remote business environment, providing your employees with quick and convenient ways to solve their problems and answer their questions is key to maintaining your business continuity. With the SolarWinds Service Desk…
SolarWinds Service Desk has three interface updates that you’ll notice within the agent experience.
New in Labs: Service Catalog Updates – Agent Side
As we gradually update the platform’s look and feel while introducing new capabilities, we are glad to inform you that the Service Catalog’s updated design is now available in Labs. Alongside the new and modern user interface, you can take advantage of the new drag and drop variable…
SolarWinds Service Desk has released the ability to start change processes automatically.
The recent introduction of the automated change workflows provided you with a lot of flexibility around the way you build and control change processes. To allow this functionality and ensure optimal execution - activating the process was done manually once the implementer had a chance to ensure that everything is ready to go. Over time we learned…
SolarWinds Service Desk has released multiple enhancements to agent productivity.
We’re always looking to help you increase the productivity of your agents and efficiency of your organization. As a result, we are excited to introduce Queue Management to SolarWinds Service Desk! Queues are repositories of shared workloads that help you prioritize, distribute, and assign records such as Incidents, Changes…
SolarWinds Service Desk has added a few key enhancements to reporting and analytics.
Dashboard Enhancements
The Service Desk dashboard is a powerful tool, providing you and your teams with the most actionable data at your fingertips. To help you ensure that your team has access to the most important KPIs they need to monitor and track - we are glad to present our new “Shared Dashboard” capability.
…We are excited to announce the release of the SolarWinds Service Desk new Change Management lifecycle!
Implementing Changes across your organization can be a very complex and cumbersome task, especially when they have a high impact on your business and employees. The previous Service Desk’s Change Management module helped you plan, execute and communicate change plans seamlessly…
SolarWinds Service Desk now provides the ability to send on-demand email notifications within a service request workflow. This functionality allows you to easily notify requesters, approvers, the help desk/support team, and other stakeholders as a service workflow executes.
SolarWinds Service Desk has two updates to configuration management functionality.
Watch out Webcast: Expand the Power of SolarWinds IT Management Tools Through Service Desk
What's New?
Discovery & CMDB
Workflow & Automations
Reporting & Analytics
Employee Engagement
Agent Productivity
SolarWinds Service Desk is excited to announce a new integration that allows you to access the remote service Dameware Remote Everywhere directly from an incident record. Resolve tickets faster and improve your service levels by aligning your remote service with your service desk.
What's New?
Agent Productivity
Employee Engagement
Audit & Compliance
Agent Productivity
Change Categories and Subcategories
Automatic Round-Robin Ticket Assignment
Redesign Main Menu in Labs
1. Change Categories and Subcategories
Managing your change templates and records has never been easier than with the newly introduced change categories and subcategories. In this release we added a new tab to the Setup>Service Desk…
Employee Engagement
Employee Service Portal
With a lot of us working remotely and supporting more complex business environments that pose new challenges, the need to utilize self-service support to balance workload and restore normal service as quickly as possible - is more critical than ever. This is why we have been investing significantly in the portal’s infrastructure lately, so we can support more…
