SolarWinds Service Desk, February 19 Release Highlights: Auto update libraries, SLA notification for queued tickets, and custom emails for category dropboxes.

On February 19 we released enhancements to SolarWinds® Service Desk (SWSD). For a complete list of changes, please visit the SolarWinds Service Desk release notes. 

Helping you get more time back in your day: 

Improved productivity and efficiency are hallmarks of a successful Information Technology Service Management (ITSM) implementation. These enhancements to SWSD give you back a little more time in your day, so you can focus on the things that move your business forward. This release provides efficiencies in discovery agent updates, alerting for breaking Service Level Agreements (SLA), and incident reply routing. 


  • Know your discovery agents are up to date. Discovery agents play a key role in tracking hardware and software information on assets across your organization. Keeping these agents up to date is critical for your ITSM deployment. We’ve added infra libraries to the set of libraries automatically updated on Windows Discovery Agents. You don’t need to do anything for this change to occur. This rollout will take place over the coming weeks. See agent installation for windows.  
  • Stay on top of missed tickets impacting your SLA. During a busy day it’s possible for an incident to be missed in queue and remain unassigned. These incidents can have a negative impact on your team’s ability to meet SLA requirements, since nobody is assigned to address them. You can now designate individuals or groups as queue managers to receive notifications for unassigned incidents. See create a new queue. 
  • Get incident notifications routed to the right team faster. All incidents routed to the same email address, regardless of category, makes it difficult for the right team to be notified of new incidents specific to them. Now you can use email addresses from your own domain with category dropboxes for directing incident notifications to the right team. See category dropbox emails. 


Special Notice – End of Life (EOL) 

  • EOL support for Internet Explorer 11 (IE11). Internet Explorer is no longer supported by Microsoft and will no longer be supported with SolarWinds Service Desk. For supported alternatives, please see supported browsers. 


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


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