• SLA Updates, Notification Enhancements & New Labs Capabilities

    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...
    • 9 Jul 2021
  • Time-Based Automation Rules, Intune Integration & Additional Updates

    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...
    • 25 Jun 2021
  • New API Documentation, New Reporting Capabilities & Agent Productivity Enhancements

    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...
    • 28 May 2021
  • ICYMI: SolarWinds Service Desk Q1 2021 Updates

    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...
    • 25 May 2021
  • Agent Productivity Updates - Personal Notification Preferences and More

    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...
    • 28 Apr 2021
  • SolarWinds Service Desk Customers – Welcome to Your New Community!

    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 ...
    • 5 Apr 2021
  • Dynamic Rules for Custom Forms (Labs), Create Record Automation Rule (March 14, 2021 Release)

    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...
    • 15 Mar 2021
  • Now Available: Portal Designer and Custom Widgets, Notification Enhancements Out of Labs( February 28, 2021 Release)

    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...
    • 15 Mar 2021
  • ICYMI: SolarWinds Service Desk Q4 2020 Updates

    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!  

    • 29 Jan 2021
  • Now Available: Convert Incidents to Service Requests and Incident Age Distribution Report

    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…

    • 29 Jan 2021
  • Now Available: Dashboard Custom Incidents Widgets & Automation Enhancements

    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…

    • 28 Jan 2021
  • Advanced Service Statistics Reports, Scheduled Change Templates, Notifications Enhancements (Labs)

    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…

    • 28 Jan 2021
  • Service Desk Workflow and Automation Enhancements

    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…

    • 20 Jan 2021
  • Change Request Templates and Agent Productivity Updates

    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…

    • 20 Jan 2021
  • Service Desk Reporting Enhancements

    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…

    • 20 Jan 2021
  • Employee Engagement and CMDB Enhancements

    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…

    • 20 Jan 2021
  • Agent UI Updates for 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…

    • 19 Jan 2021
  • Start Change Processes Automatically

    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…

    • 19 Jan 2021
  • Agent Productivity Enhancements for Service Desk

    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…

    • 19 Jan 2021
  • Service Desk Reporting and Analytics Enhancements

    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. 

    • 19 Jan 2021
  • Change Catalog, Change Templates, and Automated Change Workflow

    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…

    • 11 Jan 2021
  • Email Notification Within a Workflow

    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.  

    • 11 Jan 2021
  • Mobile IT Asset Management

    We are glad to announce the addition of the IT Asset Management module to our native mobile apps (Android and iOS).

    • 11 Jan 2021
  • CMDB Updates: Orion Dependency Mapping and Asset Filters by Scan Origin

    SolarWinds Service Desk has two updates to configuration management functionality.

    • 11 Jan 2021
  • Expand the Power of SolarWinds IT Management Tools Through Service Desk

    Watch out Webcast: Expand the Power of SolarWinds IT Management Tools Through Service Desk

    • 11 Jan 2021