SLA Updates, Notification Enhancements & New Labs Capabilities

General Service Desk Updates
1. SLA Updates 
Pinpointing the exact state or stage in the incident’s lifecycle that went off track and under which assignee that happened, is key to improving your Service Desk productivity, optimizing MTTR (Mean Time To Resolution) and CSAT (Customer Satisfaction) scores. The following SLA enhancements can help do exactly that in different parts of the platform (Incident Index, Reporting or Notifications areas). 

  • Pinpoint the Specific Assignee of an SLA Breach  
    This new enchantment allows you to quickly understand not only when the breach happened, but who was the assignee during the time of the breach - across the Service Desk platform, and not necessarily attributing it to the last assignee. It can also help inform your decision regarding mitigating future breaches by providing additional training, or increasing headcount during certain times, introducing process optimization initiatives and more. Below are a few examples on how you can use this capability across the platform. 
    At the Incidents Index by clicking the notification icon on the SLA Breaches column:  


   Inside the Incident page itself, under the SLA section on the left panel: 

   At the SLA reports by choosing Stack_by ‘SLA Breach Assignee’ (you can also filter based on this field). 

  • New Automatic SLA Breach Notifications 
    SLA breaches can happen for several reasons; the assignee is out of the office and forgot to set their status accordingly, or they are so overwhelmed with work that they are having a hard time prioritizing their tickets, and so on. It’s very important for the assignee’s manager to have real-time visibility into these cases, so they can either reassign a certain ticket as soon as possible or take measures to provide the assignee with more training or resources as needed.  
    For this reason, we added the capability to automatically notify an assignee’s manager whenever an SLA is breached. To configure this automatic notification, follow these easy steps.   


 2. Custom Fields Import
Starting today, you can easily import incidents or other records that contain custom fields into Service Desk. This new capability helps reduce manual and scripting work while merging and preserving data that lives on other systems.  

Supported modules: Incidents/Other assets/Mobile/Solution/User. 
For more information please visit our Technical Documentation. 

3. Filtering Inactive Records with Date Fields
To provide the organization with a satisfactory service and enable business continuity to support the business, Service Desk managers need to ensure nothing falls between the cracks, no SLAs are being breached, and technicians process tickets in a timely manner. While the SolarWinds Service Desk offers the SLA Management (usually used only for critical KPIs), Dashboards, and Reporting modules, some delays can be mitigated even before becoming a data point or an action item in one of these. With this new filter capability, Service Desk managers can filter the Incidents Index to quickly view, for example, all the records that haven’t been updated for five days. 

4. Change Management
Block Ad-Hoc Change Requests 

When we introduced the new and improved Change Management module last year, we wanted to give admins and technicians the freedom to choose between generating a Change Request via the Change Catalog and making an Ad-Hoc change request. Since many of you wanted to enforce the use of pre-approved CCIs (Change Catalog Items) and prevent the use of other change requests, we added the capability to disable the Ad-Hoc requests based on Roles & Permissions configuration. 
Follow these easy steps to block this option. 
New Labs Capabilities 
Dynamic Forms Update - Field Dependency 
This enhancement allows you to enjoy a more accurate ticket classification through additional category levels and stronger support for business needs through custom field dependencies. At the same time, you can provide your employees with a more seamless service experience. Let’s look at some of the new things you can do. 
The new Field Dependency Index allows you to configure and manage more complex dependencies to suit your custom needs. For example, building a form that takes into account Country and City dependency: 

If you haven’t enabled the Dynamic Forms new capability on Labs yet but would like to do so:

  • Go to Set Up -> Labs  
  • Find the Dynamic Forms feature 
  • Switch the toggle button to On   
  • Specify users who will use reports, or enable for all users 


Employee Engagement  
Modern Portal Ticket Layout 
We updated the employee-facing “Create New Ticket” page. Its cleaner look is easier to fill out and navigate. 


Thwack - Symbolize TM, R, and C