SolarWinds Service Desk Product Updates and Enhancements - Aug 14, 2022

We’re excited to announce the following SolarWinds® Service Desk key feature updates and enhancements. For a complete list, please visit the Service Desk release notes.

Advancement of SolarWinds Service Desk Integration with Microsoft Teams:  Late last year we released the initial integration of SolarWinds Service Desk with Microsoft Teams. With greater adoption of Microsoft Teams as a collaboration tool in the enterprise, and based on the feedback from our customers, we are announcing the following enhancements:

• Open a ticket
• View a list of tickets they have created
• Add a comment to a ticket or mark it as resolved from the ticket detail view
• Use the MS Teams mobile app to perform the actions listed above

The newly introduced features add convenience for end users while increasing their productivity by meeting employees where they prefer to do business.

Ability to Sort Incidents by Resolution Code: SolarWinds Service Desk now offers the ability to sort incidents by the resolution code field. This provides more flexibility for agents to find and organize their incidents by the resolution code field.

Elimination of Unnecessary Pop-Ups with Dynamic Forms:  If your organization had in-line edit turned on, SolarWinds Service Desk displayed a pop-up to collect data for new fields based on dynamic forms. Previously, that pop-up appeared even if there was no new field to populate, resulting in unnecessary clicks. By popular demand, SolarWinds Service Desk has improved the logic on which that pop-up operates. The pop-up is now displayed only if there is a mandatory field that contains no value. Agents are now prompted only when something mandatory needs their attention. This change allows agents to continue their work uninterrupted.