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…
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