SolarWinds Service Desk Product Updates and Enhancements - June 12, 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.

Easily Import Computer Assets from Microsoft Endpoint Manager (Intune) Previously, SolarWinds® Service Desk customers had the ability to integrate with Microsoft® Endpoint Manager (Intune) to import mobile assets. We are now adding the ability to import computer assets. Now, instead of installing an additional discovery agent, technicians can automatically import all their assets into SolarWinds Service Desk and gain complete visibility of their infrastructure.

Quickly Add Collaborators to Automation Rules – Automation rules provide a powerful, yet easy way to trigger actions or escalation points, based on parameters of incoming data or comments made within SWSD. Now, with the newly available “CC” field, a record can be updated by adding members via automation rules “update record action” after a condition is met.

  • always asking the great questions! Sorry for the delay, I have been out with Covid. Here are some answers to your points!

    • The data is synced every 24 hours. Usually we run the run on our end at midnight so you should have updated information every morning. 
    • It is written into existing fields.
    • The integration acts like the agent and will override any data that you might change. So if you change the owner and the integration reports back a different owner, it will update the owner to reflect the owner in Intune
    • I have to go back and check with engineering but I am pretty sure we update them if they are still in an active state in Intune. 
    • The owner is not created because that would require us to create a new user in your SWSD account. If the owner exists in Azure but not in SWSD, we leave that field blank. 
  • Agreed, having the dynamic user options will make this action much more powerful.

  • Both of these are exiting improvements, great job!

    For the Microsoft Endpoint Manager integration, is there more information about how the "List of fields pulled" impacts existing data in the system?

    • How often does SWSD sync the data?
    • Is data written into separate fields similar to the AWS integration, or is it combined into existing fields?
    • If data fields are combined, how does data get overwritten?
      • Example: if I change the owner in SWSD, will it get overwritten on the next pull?
    • Are there any asset states that don't cause data to pulled?
      • Example: will assets in the Lost/Stolen/Disposed states have their data updated or will they be left alone?
    • If an Owner exists in Azure but not in SWSD, is that owner created or is the owner ignored?
  • Adding update CC field automation rule is definitely a step in the right direction, but it needs to list dynamic users e.g. "Incident Requester's Manager" - which is what you have in Service Catalog Process actions.

Thwack - Symbolize TM, R, and C