Newsroom

We’re excited to announce the following SolarWinds® Service Desk key feature updates and enhancements. For a complete list, please visit the Service Desk release notes. Copy and paste workflow nodes - Workflows are used to structure and a...

We’re excited to announce the following SolarWinds® Service Desk key feature updates and enhancements. For a complete list, please visit the Service Desk release notes. Easily Import Computer Assets from Microsoft Endpoint Manager (Intune)...

We’re excited to announce the following SolarWinds® Service Desk key feature updates and enhancements. For a complete list, please visit the Service Desk release notes. Track and Monitor Contracts Easily – IT organizations rely on th...

We’re excited to announce the following SolarWinds® Service Desk key feature updates and enhancements. For a complete list, please visit the Service Desk release notes. Scale and Efficiency Easily Import Mobile Assets from Microsoft Endpoi...

Please review the in-depth documentation about these features on our Success Center here We are excited to announce the release of dynamic forms and variables converted to custom fields! Dynamic Forms: Dynamic forms give you the ability to have diffe...

User List Expansion: If someone new emails your IT support address, SWSD will create a ticket on that person's behalf. However, if the incoming email address is from a domain not a part of the approved domains list, the user is added to the drop-...

With the latest October release, we added our first phase of the integration between SolarWinds Service Desk and Microsoft Teams.  The scope of the first phase is a basic but an important one: to...

Microsoft Teams Integration We added our first phase of the integration between SolarWinds Service Desk and Microsoft Teams. The scope of this phase is basic but an important one: to allow users (requesters) to open a ticket directly from Teams, exac...

Email Protection Compatibility: With the increased focus on email security and malware protection services, web links within email are often redirected to a scanning service to ensure the safety of these links. Some of the notification messages sent...

Audit on Permissions: We added log records in the audit report for all permission changes. This will enable you and your organization to better meet data governance and compliance requirements. Every change to permissions (e.g., adding access to cate...

Create Record Action: Add Ability to link created record to origin record: We have added an option to link a newly created incident to the original incident if that incident was created via an automation rule. This takes away another manual step your...

Integrations Updates SolarWinds Service Desk and Orion Platform Integration Update To help you and your team maintain more accurate “First -Response” service-level agreement (SLA) management, Orion® Platform alert updates automaticall...

General Service Desk Updates  1. SLA Updates Pinpointing the exact state or stage in the incident’s lifecycle that went off track and under which assignee that happened, is key to improving your Service Desk productivity, optimiz...

Asset Management: Discovery and CMDB  1. New! Microsoft Intune MDM Integration We are glad to announce the addition of the native integration to Microsoft Intune MDM. This will allow you to pull mobile device data collected b...

Agent Productivity   API Documentation  With our new interactive API documentation you can see step-by-step code examples you can modify online, and enjoy easier search and navigation capabilities to help you integrate third party ap...

To make it easier for you to keep track of the latest SolarWinds® Service Desk updates and enhancements, we gathered the highlights from the previous quarter. Check these out and let us know if you have any questions...

Agent Productivity  1. Personal Email Notifications Preferences   Service Desk notifications help keep you to up to date with regards to any changes made to records and processes that you collaborate on. With the new advanced Notificat...

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 ...

Agent Productivity  1. Dynamic Rules for Custom Forms (Available in Labs)   As part of our ongoing effort to streamline and improve the service process for both agents and requesters, we’re glad to introduce Dynamic Forms. S...

Employee Engagement  1. Portal Designer and Custom Widgets Today we’re releasing a new capability a lot of you have been waiting for. With the new Portal Designer, Professional and Enterprise plan users can customize their portal&rsqu...

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

1. Convert Incidents to Service Requests

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 

1. Dashboards: Custom Incidents Widgets (Blank Widgets)

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…