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.
Starting today, admins can use custom forms in the Incidents module and design dynamic rules that will display or hide different fields based on the requester’s input.
For example, you can display different forms for a network incident based on its priority (critical or non-critical), each showing different input fields:
Another example, for category Hardware, you can show different forms based on whether the user is on a desktop or mobile device.
This dynamic form capability helps provide requesters with better and highly personalized service experiences and ensures agents get the most actionable information they need. We’re working on adding similar capabilities such as input validation and additional modules such as Service Catalog and others.
Click here for more information on how to set up dynamic rules.
Workflow and Automation
1. Create Record Automation Rule
You can now automate the creation of ITSM records with the new Create Record action for Automation Rules. This includes the ability to create new incidents and ad-hoc changes in your service desk based on predefined triggers.
This new capability enables you to create more powerful and customizable automations to support the needs of your organization. This helps you streamline and automate more manual processes, increasing the productivity of your help desk team. In addition, it helps you reduce errors and drive more consistency across your organization.
Please note the new Create Record action uses variables such as Title, Priority, and Site from the ITSM object that triggered this action. Create Record can also set the Category, Subcategory, and Requester as well as custom fields for the new ITSM object. For more details on this capability, please see our technical documentation.
1. Edit Option on Catalog Item
Previously, service catalog items could be edited inline, meaning every edit made by a technician would be saved right away and instantly available to users. We recognize some of you may not want to make updates to service catalog items immediately available to your employees, so we’re giving you the option to turn inline editing off.
Now, you can decide whether you want to use inline editing or use an Edit button to save your updates before making them available to your users. You can do this by navigating to the Setup Menu -> Global Settings -> Service Desk Settings -> Inline Edit On Service Catalog Items. This enhancement makes it easier for you to support your employees while meeting the requirements of your organization.
Please note this toggle is turned on by default, and you’ll need to switch it off to use an Edit button instead of inline editing. For more information on this capability, please see our technical documentation.
For more information on this release of SolarWinds Service Desk, please see our release notes.