We are excited to announce our latest updates for SolarWinds Service Desk. In this release, we’re helping teams model service commitments more accurately, bring collaboration tools into their workflows, expand identity-management automation, and protect ticket attachments from malware. We’re also delivering several quick wins that make everyday ticket and workflow management faster and easier.
Align SLAs with the right Business Hours schedule
Plan Type: All Plans | Status: General Availability
Give your team more flexibility when managing SLAs across departments, sites, and Service Providers. Administrators can continue using the existing default Business Hours behavior or select a specific Business Hours schedule directly on an SLA, making it easier to support scenarios such as IT coverage around the clock, HR schedules during weekday business hours, regional calendars, and different schedules across Service Providers.
When a Business Hours schedule is selected, SLA start, pause, and due times are calculated according to that schedule’s working days, hours, and holidays. Existing SLAs are automatically associated with the current default Business Hours definition so their behavior remains consistent, while administrators can update individual SLAs over time to align them with the team’s actual operating commitments. To learn more visit Service Level Management: Use Business Hours.
Bring Zoom actions directly into your workflows
Plan Type: Advanced and Premier| Status: Labs
Service Desk now includes a built-in Zoom process integration with simplified, out-of-the-box actions for creating and sharing Zoom meetings directly from workflows. Admins can create an instant meeting, schedule a meeting, retrieve meeting details, delete a meeting, list past participants, add a meeting registrant, and retrieve a recording link.
These actions support practical workflows such as automatically creating a war room for a high-severity incident, generating a meeting link for a scheduled change, or creating a Zoom meeting as part of an onboarding process. Because this is a Labs release, the built-in integration is available as an early-access capability for teams that want to explore these workflows and provide feedback. For more information, you can visit Setup: Labs – Built-in integration for Zoom.
Expand identity automation with more Entra ID actions
Plan Type: Advanced & Premier | Status: Labs
The Entra ID built-in process integration now includes additional actions for common identity and access-management workflows. Admins can add or remove users from groups, revoke sign-in sessions, and update a user’s manager directly through process automation.
These actions help support zero-touch access provisioning, application access removal during offboarding, and rapid security response. The expanded action library gives process designers a more streamlined way to build identity automation, and because this is a Labs release, availability is intended for early exploration and feedback. For more information about this feature, see Setup: Labs – Built-in integration for Entra ID.
Quick Wins
Big features aren't the only thing we're focused on. This release also includes several smaller, deliberate updates aimed at making the everyday parts of Service Desk feel a little easier. They may not be headline features on their own, but we intentionally built each one because it solves a real, specific challenge you have told us about. Here's a quick rundown:
- Change variables can now be used in workflows to pass relevant change context to other systems and notifications, increasing automation in change management processes.
- Users can drag and drop multiple supported files directly into the comment box, making it faster to add attachments while updating a ticket.
- Undefined variables are now logged in the ticket audit trail, helping process designers distinguish broken references from valid variables with no value.
For more detail on any of these, check out the full release notes.
Final Thoughts
We're excited for you to explore these new features. For a centralized guide on how to configure and use everything in this update, please check out the full release notes.
Office Hours Reminder: Do you have more questions about your Service Desk setup? You can join us for any of our upcoming office hours and get all your queries and questions answered.
To utilize office hours, first log into the customer portal. Then, navigate to the product trainers page and schedule time with Jelyn Perez or Rusty Durano where available.
If you have any questions, please leave a comment below. For more updates, visit our What We’re Working On (WWWO) post.
If you have any questions, please leave a comment below. Have a feature request? Upvote or submit your request here.
