SolarWinds Service Desk Product Updates and Enhancements - Sept 04, 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.

New Automation Rules for Computer AssetsSolarWinds Service Desk now offers new automation rules that enable agents to automate actions for computer assets. Previously, the only options available for automation around assets were to assign them to a site or department based on data points like Active Directory group, subnet, or IP address range. Some use cases for the new automation rules include:

  • Quickly notify agents if an asset has not been reporting back, via the agent or scanner, in a specified amount of time, and automatically create a ticket for resolution
  • Sending a notification, updating a record, and creating a ticket when the status of a computer asset changes

Please note, that this release supports only computers in automation rules. Support for other asset types in automation rules is planned for future releases.

Ability to Use Nested Groups: Oftentimes to organize users, agents need to create new groups with group members that are either individual users or groups; groups are often composed of smaller, more atomic groups. SolarWinds Service Desk now enables agents to use groups as members of other groups and eliminates the need to maintain multiple lists of members.

New Default View of Task Page: By popular demand, the SolarWinds Service Desk will now default the task page to display “My Tasks” versus displaying all “Active Tasks”. This change was introduced to enable agents to quickly see what is most relevant to them and therefore displays the records much faster.

Process Integration Behavior Change: A fix was released for the issue where URL parameters were used in the Process Integration workflow action and the workflow engine ignored the parameters. With this update, the workflow engine will now use these parameters if specified and it may result in a change of behavior with existing process integration calls.

Thwack - Symbolize TM, R, and C