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 columns and setting default values for these columns to save you time and effort: 

Service Catalog.png

To enable these updates via Labs, simply go to Setup/ Labs/Service Catalog Enhancements. 

Search and Filter Enhancements

We have made enhancements to several Service Desk pages in order to allow searching across these pages and filtering text fields not matching a term. This includes the following pages: 

  • Other Assets 
  • Groups
  • Vendors 
  • Purchase Orders 
  • Mobile Devices 

You can now perform in-context searches of these pages, filter text fields not matching a term and filter fields with empty values (for fields that aren’t mandatory). These capabilities give you more flexibility while increasing your overall productivity since it’s now faster and easier to find what you’re looking for when working in your service desk.  

Show Field Details

We have enhanced our filtering and mass update capabilities to give you more details on the type of each field. This includes whether a field is a system or custom field as well as the data type of each field (Text, Dropdown, Checkbox, Date, Date and Time, Text Area and User). 

You will see these enhancements when selecting fields in filters or when using mass update throughout your service desk. These capabilities improve the overall productivity of your agents and is especially helpful when the same name is used for two different types of fields. 

Field Details.png

As we continue to improve SolarWinds Service Desk, we appreciate your feedback. Let us know what you think about these new capabilities and enhancements!