New to Service Desk is Slack integration. Now you can connect SolarWinds Service Desk to your organization’s Slack and Teams channels providing more flexibility by meeting employees where they prefer to communicate. Both Slack and Teams integrations enable users to open, view and resolve tickets and both Slack and Teams enable users add categories and sub-categories. Users can also directly include comments and attachments to tickets created in Teams and Sack to add additional information on their issue or request. Due to a limitation with Microsoft Teams, SWSD does not currently support adding an attachment to tickets created via Microsoft Teams. Additional information is available on the Microsoft website. For tickets created in Slack, adding attachments is not yet available in all regions.
Automation rules provide a powerful, yet easy way to trigger actions or escalation points. When a Create New Ticket automation executes you can now populate the newly incorporated Incident Description Field directly from the automation. Including a descriptive characterization via the automation rule improves the issue documentation process, reducing time to resolution.
Over time, businesses can accumulate upwards of 1,000 applications that are no longer installed on any computers in the organization. Now in a single operation you can remove all software records with zero installs from SolarWinds Service Desk, simplifying operations and improving productivity.