Employee Service Portal
With a lot of us working remotely and supporting more complex business environments that pose new challenges, the need to utilize self-service support to balance workload and restore normal service as quickly as possible - is more critical than ever. This is why we have been investing significantly in the portal’s infrastructure lately, so we can support more advanced layout and content customization capabilities and further optimize its user experience.
The first enhancement that we are introducing today includes the new “Modern View” - which presents a clean and modern look and feel, as well as enables additional design and content customization.
If you didn’t get a chance to set up your self-service portal yet, or you feel that it’s time to update and renew it to optimize its efficiency - the new layout is the perfect excuse to do so. Click here for more info on how to set up your service portal.
Requesters & Agents
To minimize disruption to agents and requesters, we did not switch your portal to the new layout upon release. These users will keep seeing the same content, and a very similar layout with slight modifications. This default post-release layout is referred to as the “Classic View” on the admin side:
New Classic View
Users can switch between Active/ Closed requests via the dropdown menu
You now see new options at the Global Settings/Service Portal page:
For more information please refer to the relevant section of our technical documentation.
New Modern View
With the new Modern view your employees can enjoy a simple and easy-to-navigate portal homepage. The large intuitive icons on the navigation menu to the left, help them take the desired action without scanning a lot of text searching for it.
The distinction between the Highlighted and Popular solutions and services, allows you to have more control over the content your employees see on the homepage, as well as make it easier for them to find what they are looking for:
Note that the category, subcategory, site, department, expected days, and cost are now shown beneath a service and category, subcategory, last updated date, views, and votes are now showed beneath the solution title, to help employees find the information they’re looking for more quickly and easily.
You can also further customize your portal’s branding by uploading a background image for the top search bar as well as select the colors of the titles and icons of each component.
Switching to the new layout is simple, and if needed, you can always revert to the “Classic View”:
For more information on how to customize the new layout please review our technical documentation.
Redesigned Single Sign-On Page
Role-Based Permissions in Setup Menu
Send Notifications Workflow Action from the Change Catalog
1. Redesigned Single Sign-On Page
We are redesigning the Single Sign-On setup page with a new layout that makes it easier for you to configure single sign-on (SSO) and SAML providers. This updated page will separate setup for different SSO/SAML providers, which gives you more specific instructions on configuring each of these platforms to connect to SolarWinds Service Desk.
You will notice that we now provide detailed, step-by-step instructions for setting up each SSO/SAML provider. You can access these instructions by clicking on the ‘?’ button for each of these providers.
Finally, you can get more information on how to complete a field on this page by hovering your mouse over the 'i' (above each field). This will show a tooltip that gives you guidance on how to fill out the field.
Please note that you will still be able to set up Google SSO as well as SAML platforms such as Okta, One Login, Microsoft ADFS and Azure AD.
These changes simplify the process to set up SSO/SAML providers by separating the configuration of these platforms from each other. You now get clear and detailed instructions that are tailored to each SSO/SAML provider. This results in the following:
2. Role-Based Permissions in Setup Menu
Earlier this year, we reorganized the Setup Menu in SolarWinds Service Desk to make it easier to navigate and align with your day-to-day service desk operations. This change was also preparation for role-based permissions in the Setup Menu, since this reorganized menu items into different 'permission blocks'.
Now, we are excited to announce new role-based permissions in the Setup Menu! This allows you to give admins in your organization access to different parts of the Setup Menu, since you can assign 'permission blocks' in the Setup Menu to admins who have different permission levels.
To add a role-based permission in the Setup Menu, you must navigate to the Setup Menu à Roles & Permissions. Once you click on 'Add Permission' or 'Add Restriction' in a role, you will notice a new 'Setup' area under 'Subject'.
Selecting one of these items allows you to grant or restrict access to different permission blocks in the Setup Menu for your admins. Also, areas of your service desk (Incidents, Problems, etc.) and inventory (Computers, Other Assets, etc.) are now in an area called 'Objects', which is also under 'Subject'.’
These capabilities enable you to delegate ongoing setup activities such as workflows, automation, or notifications to specific agents in your organization. For instance, you can create new roles for the following people in your organization:
For more information on Role-Based Permissions in Setup Menu, please see our technical documentation.
3. Send Notifications Workflow Action from the Change Catalog
We are glad to announce that the Send Notification Workflow Action we recently introduced for the Service Catalog - is now available for Change Catalog workflows as well!
This functionality allows you to easily notify requesters, approvers, the help desk/support team, and other stakeholders as a change workflow executes. You can now build more complex custom workflows to fit your needs, while making sure that nothing falls between the cracks and that the process moves along at full speed.
Examples of notifications you can now add:
As we continue to improve SolarWinds Service Desk, we appreciate your feedback. Let us know what you think about these new capabilities and enhancements!
Your SolarWinds Team
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