• 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 AGE DISTRIBUTION REPORT (Jan-24-2021)

    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
  • Now Available: Service Desk & Jamf Integration, New Workflow Operators & New Dashboard Widget Filter

    What's New?
    Discovery & CMDB
    Workflow & Automations
    Reporting & Analytics
    Employee Engagement 
    Agent Productivity 

    • 20 Nov 2020
  • SolarWinds Service Desk + Dameware Remote Everywhere Integration

    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.

    • 10 Nov 2020
  • Now Available: Automatic Ticket Assignment, Opening Change Tickets via the Portal & Audit Updates

    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…

    • 7 Nov 2020
  • Updates & Enhancements - October 4th 2020

    Employee Engagement 

    1. New Portal Layout

    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…

    • 6 Nov 2020
  • What We're Working On for SWSD (Updated: April 13, 2021)

    Strengthening the ITSM Core   Service Catalog: Replace variables with custom fields to increase efficiency and allow reuse of fields and forms between service catalog items Dynamic Forms:  provide an efficient way to collect and ...
    • 16 Oct 2020