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 used to: 

  • Update the state of a change or service request (i.e. to indicate progress)
  • Reassign a change or service request
  • Change the priority of a change or service request
  • Keep organization-specific data in custom fields for reporting and analysis

For more information on Workflow Update Record, please see our technical documentation on the Service Catalog or Change Catalog. 

Workflow Conditions on Any Field

We now allow you to apply conditions to any record field in a workflow! This includes system fields such as category, priority, state, and assignee, as well as custom fields and variables/process fields. This applies to workflows in change and service requests. 

These capabilities enable you to further automate manual business processes, which will increase the overall efficiency of your organization. For instance, you can automate and expedite high priority service requests by applying conditions to system fields such as Priority. 

For more information on Workflow Conditions on Any Field, please see our technical documentation in the Service Catalog and Change Catalog. 

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Workflow Show All Step Information

Currently, you can view detailed information about each step of a Service Catalog or Change Catalog workflow before execution, such as specific approvers. However, we realize that you may want to view this information when a workflow is running as well. As a result, we have enhanced our workflows to show detailed information such as specific approvers at every step of an executing Service Catalog or Change Catalog workflow. This gives you a better understanding of your IT and business processes with greater visibility into your workflows when they’re executing.

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