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SWSD Product Newsroom

Level 11

We are happy to announce new enhancements to the Users page in SolarWinds Service Desk that allow admins to search for users on the page and filter text fields not matching a term. 

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Level 10

Agents can set up their Out-of-Office (OOO) notifications and the automatic reassignment of work items by themselves - quickly and easily. This enhancement helps you and your team ensure that your service delivery and business continuity are not interrupted during an agent’s planned absence. 

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Level 11

We are excited to announce that SolarWinds Discovery now integrates with Amazon Web Services (AWS)! This new integration gives you visibility into your cloud infrastructure by allowing you to incorporate asset information from AWS into SolarWinds Service Desk. 

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Level 10

Data-driven IT organizations constantly need to have the most up-to-date, accurate and actionable data at their agents’ fingertips. Our new reporting enhancements have been designed to help you better adjust the Service Desk reports view - so that you’re always ahead of the curve (all puns intended).

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Level 10

We are excited to announce the ability to mass comment on related incidents is now available. Have you ever had a WiFi outage that caused a mass of incidents to come in? Remember how you had to go one by one to each incident to post an update to the end-users or to the agents who owned the incident? Those times are in the past because you are now able to send a comment to all related incidents. 

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Level 10

With SolarWinds Service Desk you can manage your SLAs, monitor and analyze breaches, and alert relevant teams automatically, whenever service expectations are not being met. 

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Level 10

SolarWinds Service Desk is excited to announce the ability to get a live view of new incidents with real-time indications on the latest incidents. This capability provides better visibility into incidents, as the new capability notifies you about new incidents. 

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Level 10

As part of our ongoing investment in the agent’s user experience and productivity, we keep looking for ways to provide you with more access and visibility to the information you need most - at any given time. Today, we are glad to announce the following enhancements to the Incident Page. 

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Level 10

The SolarWinds Service Desk chat facilitates real-time communication between agents and end-users. It enables agents to provide service to multiple requesters at once, improves first-touch-resolution and time-to-resolution metrics, and offers an improved user experience to requesters.

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Level 10

You can now process tasks and requests quickly and easily directly from the Tasks menu page.

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Level 10

You can now use an external survey provider to get feedback from requesters and measure their satisfaction.  

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Level 11

We are very excited to introduce the SolarWinds Service Desk Enterprise plan, our new plan that helps you better manage IT complexity, deliver IT services and support at scale and provide increased security to your agents and employees!

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Level 11

We are excited to announce that a new data model for our configuration management database (CMDB) in SolarWinds Service Desk is now available! This new enhancement supports richer and more advanced configurations, drives consistency in IT services, and enables you to customize your data model to help you meet the needs of your organization. 

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Level 11

We are happy to announce that Microsoft is ready to support Token-Based Authentication for single-sign-on (SSO) and user provisioning integration between SolarWinds Service Desk and Microsoft Azure Active Directory (Azure AD). 

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Level 11

We are excited to announce that integration between SolarWinds Discovery and the SolarWinds Orion® Platform is now available! This new integration allows you to consolidate and gain visibility into IT asset information from the Orion Platform within SolarWinds Service Desk.  

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Level 11

SolarWinds Service Desk is happy to announce that the ability to export an incident to a PDF file is now available. As part of our redesign of ITSM Record pages, we are offering a more user-friendly option that makes it easier for you to export incident data.  

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Level 11

SolarWinds Service Desk is excited to announce the next phase in the redesign of our ITSM record pages is now available. These enhancements provide your agents with a more fluid workspace, helping boost productivity and reduce service delivery times.

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Level 11

We are excited to announce that a new enhancement to the SolarWinds Service Desk integration with Jira is now available, with the ability to unlink the connection between a service desk incident and a Jira record.

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Level 11

As part of our ongoing efforts to continuously enhance agents’ user experience and improve productivity, we have updated the agent’s Account Profile with more customization capabilities. To accommodate these updates, as well as future enhancements, we are also introducing a new layout for this entire section.

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Level 11

Now, SolarWinds Service Desk is excited to announce the ability to get a live view of new incidents with real-time indications on the latest incidents. 

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Level 11

These enhancements further extend our agentless scanning capabilities by streamlining activation of the Discovery Scanner via improved usability and greater visibility into the deployment process. 

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Level 11

These enhancements further extend our agentless scanning capabilities and integration with cloud platforms by simplifying the discovery process for Chrome OS devices.

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Level 11

SolarWinds Service Desk is excited to announce four new reports which are now available in Reports and that the Report’s Landing Page, Description, and New Naming Conventions. 

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Level 10

We are glad to announce that starting today you can generate multiple dashboards to help organize different KPIs and further personalize your dashboard view.

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Level 10

New Machine Learning Capabilities have been added - come check them out.

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Level 10

We have recently added the ability to limit the view of Audits in both the area located under Reports/Audit and also the Audit tab in each section of the application - by adding the relevant restriction to a Role.

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Level 11

How do I know if the effort invested in creating a Solution (aka a knowledge base article) is worth it? Which Solutions are valuable and which aren’t? SolarWinds Service Desk is happy to announce the availability of a new metric, which can help you answer these questions using data rather than just hunches. 

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Level 10

We are excited to announce the ability to attach files and solutions directly to a chat. This means you can now find and attach solutions within a few clicks. These will not only appear as a hyperlink in the requester’s chat window, but will also show up automatically in the incident generated from that chat. 

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Level 10

SolarWinds Service Desk is excited to announce the addition of the agent’s Tasks module to our mobile application. This enhancement allows agents to review, process, approve, and resolve tasks anytime - anywhere. 

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Level 11

SolarWinds Service Desk is happy to announce an enhancement now available on the Changes page that allows you to make it mandatory for change requesters to include a planned start and end date when creating a change.

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