May 18 Release for SolarWinds®︎ Service Desk: Customized Runbook Fields, Approval Reminder Notifications, and General Release of Broadened Search Scope for Generated Suggested Solutions

Customized Runbook Fields for Greater Accuracy and Efficiency 

We're excited to launch an enhancement to the runbooks feature in Service Desk that helps improve resolution and tracking accuracy by allowing customizable fields to be added during runbook creation. These fields will auto-populate with data from the incident if available. Additionally, the ability to mark fields as mandatory and use them as conditions within the runbook is now available. 

By requiring agents to input critical information before attaching the runbook, this ensures the correct actions are taken for each unique situation. Enhanced automation triggers processes based on these inputs, reducing manual effort and speeding up issue resolution. Furthermore, this availability of custom fields in runbooks enhances audit tracking, promoting greater consistency and accountability. Runbooks are available for customers on the Premier tier. For more information about using customized fields, see Runbooks. 

Example: You have a database server that is not responding, and each database server is unique in the way they need to be troubleshot. To make sure the agent is taking the correct steps, they will be required to input the server name and server IP address when attaching the runbook. With that additional information, the runbook will guide them to fix the issue with the appropriate process for their provided information. 

Accelerate Issue Resolution with Automated Approval Reminder Notifications 

A major derailer of issue resolution is the delay caused when high-priority requests remain in a pending state due to lack of action. The release of the automatic reminders for approval requests feature in Service Desk helps address this problem.  

Implementing this feature helps ensure timely responses and reduces delays in critical processes by allowing administrators to configure reminder intervals and customize email content. It works to improve efficiency, ensuring that critical tickets are addressed promptly, and supports better service delivery. Additionally, the audit trail for each reminder sent provides transparency and accountability. This feature is available on all pricing tiers. For more information, see Approval Reminders. 

General Release of Broadened Search Scope for Generated Suggested Solutions 

We are thrilled to announce that an enhancement to generative AI features which incorporates knowledge base articles into the suggested solution process is now generally available. Initially released in Labs, this enhancement now offers a powerful upgrade to incident resolution by incorporating knowledge base articles into the suggested solution process, making resolution faster, more accurate, and more efficient. 

Previously, the suggested solutions were based solely on insights from closed tickets, which represented a smaller portion of the available information. With the general release, the system now pulls from a wider array of resources, integrating knowledge base articles which are carefully created and reviewed by IT teams. This means agents gain access to a broader set of high-quality, approved solutions. 

Key details such as titles, descriptions, and public comments from knowledge base articles are now included, alongside links to related tickets and articles. This makes it easier to find the right information quickly, further reducing the time spent searching. At the same time, security and permission levels are maintained, ensuring sensitive data remains protected. 

By combining insights from both closed tickets and knowledge base articles, the AI now provides 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, driving higher satisfaction and better operational performance. 

The feature is now available as part of the standard release, ready for use by Service Desk customers using the Premier tier. For more information, see Suggested solutions and draft responses. 

Office Hours Reminder: Do you have more questions about your Service Desk setup or anything regarding Enterprise Service Management (ESM)? You can join us for any of our upcoming office hours and get all your queries and questions answered. View and book your slot using one of the links below:  

• ESM Office Hours with Stella  

• Service Desk Office Hours with Jelyn  

• Service Desk Office Hours with Rusty 

Read the full release notes here 

If you have any questions, please leave a comment below. 
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