Feb 16 Release for SolarWinds Service Desk: Phase 2 of Custom Fields for Searching, Sorting, and Filtering and Knowledge Base Articles Included in Generative AI Suggested Solutions
Release of Phase 2 for Custom Fields: Searching, Sorting, and Filtering
We’re excited to announce that Phase 2 of our custom fields enhancement is now live. As of this week, you can take advantage of powerful new capabilities for searching, sorting, and filtering custom fields in SolarWinds® Service Desk.
This release builds on the foundation laid in Phase 1, delivering the functionality you’ve been asking for to make your workflows more efficient and your data more actionable. With these updates, you can now:
- Search across custom fields to quickly locate the information you need
- Sort by custom fields to organize and prioritize your data effectively
- Filter using custom fields to streamline views and focus on what matters most
These enhancements are designed to give you greater flexibility and control over how you manage and interact with your data, empowering your team to work smarter and faster.
What changed this week?
- Any custom field not selected as ‘filterable and sortable’ will no longer show up in the filter options across the platform. You will also no longer be able to sort based on this field.
- Any custom field not selected as searchable will no longer show up when using in-context and global searches.
- Any saved views or reports with a custom field not selected as ‘filterable and sortable’ will show a message that there was a custom field it was not able to filter on. The unselected custom field will be removed from the saved view and the objects that match the existing filters will appear.
- Any API call using searching and filtering based on custom fields will return different results unless those fields are selected to be used.
Note: You are able to select and unselect fields to be available in filtering, sorting and searching. To see how to select and unselect fields, read more here.
Enhanced Artificial Intelligence (AI) - Suggested Steps with Knowledge Base Integration
We're excited to release, in Labs, an enhancement to generative AI features which incorporates knowledge base articles into the suggested solution process, helping make incident resolution faster, more accurate, and more efficient. Right now, suggested solutions are based only on insights from closed tickets, which is a smaller portion of information available to users. By adding knowledge base articles - created and reviewed by IT - the system will provide a wider range of high-quality, approved solutions. This means agents will have access to more comprehensive and relevant answers. Key details like titles, descriptions, and public comments from solutions will be included, along with links to related tickets and articles, making it easier to find the right information quickly. This streamlined approach reduces the time spent searching and ensures that security and permission levels are maintained, protecting sensitive data.
By combining insights from closed tickets and knowledge base articles, AI delivers smarter, more accurate recommendations. This enhancement not only improves the quality of suggested solutions but also empowers agents and users to resolve incidents faster. With quicker access to the right information, users can address issues more efficiently, helping lead to higher satisfaction and better operational performance.
This enhancement is currently in Labs. To learn more about how to enable, visit Labs.
Office Hours Reminder: Do you have questions about your SolarWinds Service Desk setup or anything regarding your ITSM strategy? Join us for any of our upcoming office hours sessions and get all your queries and questions answered. View and book your slot using one of the links below:
Other notable enhancements
- Upgrade Ruby for Windows discovery agents
If you have any questions, please leave a comment below.
See what else we’re working on.
Have a feature request? Upvote or submit your request here.