Newsroom

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…

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.
 

1. Shared List View

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. 

1. Queue Management

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

• Shared Dashboards

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. 

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We are excited to announce the release of the SolarWinds Service Desk new Change Management lifecycle!

1. The 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…