Last Update: Oct 29, 2026
Thanks for checking in on what’s new in SolarWinds Service Desk. Below are details of what we have recently released and what we’re actively working on. For items in development, specifics may change as we continue validating scope and timing. This update is intended to give you a full picture of where we are and where we're headed.
Headline Investments
This chart shows our headline investments. View the full breakdown of what's in progress, what’s coming, and what is already available in the descriptions below the chart.
Recently Released | Now | Next |
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Graphical Workflows — Finally see your workflow logic the way you think about it: visually. GenAI: Tone Enhancer & Intelligent Problem Linking — AI that helps technicians communicate better and connect the dots between incidents faster. Sandbox Phase 1 — Test before you break production. Auto-Attach Runbooks & Process Integration Actions in Automation Rules — Your automation rules can now orchestrate the tools around them, not just the tickets within them. Advanced Scope Builder — Apply the right SLA to the right ticket, every time. New + Old Reports EA – Eight reports (4 existing and 4 new) were enabled for EA for select users. | Autonomous AI Agents — Incoming incidents categorized automatically, no human triage required. Requestor Bot (including Slack & MS Teams) — Conversational self-service that works where your users already are. Sandbox Phase 2 — Compare, sync, and deploy configuration changes without the risk. Faster, Better-looking Reports — The same reports you rely on, loading in milliseconds. Project Management – Collaborate as an organization in one place on projects big and small Dynamic Forms for Changes — Change requests that ask only what's relevant. GA existing reports- Release of existing reports with New Reporting Data layer- faster reports with new UI features. SMS in SWSD – We are working on enabling SMS on SWSD. This last leg of work includes throttles, and final clean up. | Dependency Mapping via Discovery + Impact Analysis — Know what breaks before you find out the hard way. Additional AI Agents & Bots — AI assistance expanding across every platform persona. Cascading Automation Rules — Complex multi-step workflows that run themselves. New KPI reports – New reports that answer specific KPI questions eg Agent performance, CSAT trend for all customers. EA Analytics MCP connector – plug SWSD reporting data into AI assistants and ask questions to Claude, ChatGPT etc. and get your reporting questions answered on the fly. Custom reports and dashboards-We will soon introduce the ability to add custom reports and create dashboards with the new faster infrastructure for SWSD customers. Calendar Experience - Coming soon, SWSD will provide a unified calendar view for managing time-based service desk activities. |
Forward-Looking Statements
This forum contains forward-looking statements regarding future product plans and development efforts. SolarWinds considers various features and functionality prior to any final generally available release. Information in this forum regarding future features and functionality is not and should not be interpreted as a commitment from SolarWinds that it will deliver any specific feature or functionality in the future or, if it delivers such feature or functionality, any time frame when that feature or functionality will be delivered. All information is based upon current product interests, and product plans and priorities can change at any time. SolarWinds undertakes no obligation to update any forward-looking statements regarding future product plans and development efforts if product plans or priorities change.
What We’re Working On
This section highlights the features and enhancements currently in development, design, and research. It is intended to give you an early look at the areas we are exploring and building, along with the functionality and use cases these future updates are intended to support. As plans evolve, details may change before release.
(P)=Planned for Premier Tier
NOW — Actively in Development
Delivery of features and enhancements expected in the next ~3 months.
AI & ML
- Requestor Bot — An AI-powered chatbot that gives requestors a conversational way to use the platform. It remembers user context and coordinates the necessary actions to deliver relevant responses within the platform.
- Autonomous AI Agents — We are building an AI agent framework to support autonomous agents that can take action on their own. The first agent in development is an Auto-Classification agent that automatically assigns incoming incidents to the appropriate category and subcategory based on the nature of the issue, without human intervention.
- Slack and MS Teams (P) — Brings the new Requestor Bot experience and capabilities to Slack and Microsoft Teams, extending the next-generation conversational experience beyond the SWSD Portal. While requestors can already access the existing virtual agent in those channels, this update is about supporting the new bot framework there as well.
- AI Agent Assist – A conversational chatbot for technicians to operate on the platform.
Process Automation
- Iterator — Lets admins loop over each item in a JSON array custom field and run a set of child workflow actions per item, sequentially or in parallel, so processes like multi-approver chains, line-item requests, or per-stakeholder notifications no longer need one branch per possible item.
- Loop Until — Lets admins repeat a group of workflow actions until a defined condition is met, with guardrails on max iterations and elapsed time, so use cases like polling an approval status, retrying until a related record exists, or escalating until a response arrives no longer require duplicated branches or external automation.
- Support Email Custom Fields in Workflow Steps that Expect Users — Lets Approval, Update Record, and Condition Set steps resolve a user from an Email custom field value, so approvals, assignments, and conditions can route to a user known only at runtime, such as one pulled from Entra ID or a Process Integration lookup, instead of a hardcoded individual.
- Add Comment Workflow Step — Adds a native "Add Comment" step to Service Catalog, Change Catalog, and Runbook workflows, with rich text, variables, response templates, and public/private and notification toggles, so admins no longer need to hand-build a Process Integration and manual API call just to post a comment from a workflow.
Integrations
- Multi-Connector Setup with SWO SaaS and SWIR (previously Squadcast) — Lets admins connect multiple SWO SaaS and SWIR instances to SWSD, each independently configured with its own token, field mapping, and alert routing, so enterprises can manage alerts per business unit and revoke access per connector without affecting others.
- Linked Alert Details on the Incident Details Page — Shows the originating alert name and a direct link to it in SWO SaaS or OSH, right on the incident.
- Built-In Process Integration with Monday.com — Adds a native Monday.com process integration with guided actions like Create Item, Update Item, Change Status, and Add Update, so admins can connect service workflows to Monday boards without hand-building GraphQL calls.
- SMS Notifications — Delivers urgent ticket updates by text message so critical communications reach on-call teams, frontline staff, and other users who may not be watching email.
Scale & Efficiency
- Project Management — Project planning built into the service desk; track tasks, owners, and timelines alongside daily tickets in one place, without switching to a separate tool.
- Sandbox Phase 2 (P) — Completes the test-and-deploy lifecycle for SWSD configuration changes by enabling comparison and sync between sandbox and production for key admin objects like runbooks, automation rules, catalog items, and dynamic form rules. The result is safer rollout of changes, less manual copying between environments, and fewer cases where teams need to recreate a sandbox just to stay in sync with production.
- New Field Types:
- Multi-pick Users/Groups — Lets admins and end users select multiple users or groups in a single custom field, making it easier to capture all relevant stakeholders in one place. This helps teams manage scenarios like incidents or requests with multiple approvers, collaborators, or impacted people without relying on multiple separate fields or text-based workarounds.
- Analytics
We're making significant investments in analytics and reporting across SWSD. Here's what's coming and in what order:
- Faster, Better-looking Reports — We're rebuilding the entire reporting backend to deliver reports that load in milliseconds instead of seconds. At the same time, we're upgrading the visual experience with modern, visual charts. We can expect the same reports we use today, but faster and cleaner, more interactive look and feel.
- Connect Your Own Tools — Use your own BI tools (Tableau, Power BI, etc.) and be able to connect them directly to SWSD data. Build your own dashboards, blend SWSD data with your internal data, and run your own analysis. This will be opened for AI assistants like Copilot and Claude, so you can query our SWSD data from whichever AI tool you already use.
- New KPI Reports- New KPI focused reports will help customers answer important operational questions at a glance. Examples include agent performance insights and customer satisfaction trend analysis across the organization.
Asset Management
- Advanced Software Normalization – Currently, we normalize based on a 100% match of the title which leaves some software that is technically the same un-normalized. We will be normalizing based on key attributes and known titles to give you an even cleaner and better understanding of the software in your organization.
- Multiple Google Admin Console Support — Lets users connect multiple Google Admin Consoles to import Chrome OS asset data into SWSD, making it easier to manage device inventory across distributed environments. This also lays the groundwork for future actions on Google-managed devices through those connections.
- Check Out/Check In — Easily understand who has what computer, when its due back, and the condition at check out and check in. This can be used for loaner situations or even checking out computers at the beginning and end of a school year.
ESM
- Move Data Between Service Providers — Tools to move or copy entity data—such as catalogs, incidents, and requests—from one Service Provider to another.
- Combining Tenants into ESM – Helps customers consolidate separate SWSD environments for departments like IT, HR, and Facilities into a single Enterprise Service Management (ESM) organization, where each department operates as its own Service Provider. This gives customers one place to manage service delivery while preserving departmental separation for data, workflows, permissions, portals, and SLAs.
NEXT — Planned
Delivery of features and enhancements expected in the next ~6 months.
AI & ML
- Bots for Administrators and Service Agents — Extending the conversational interface being developed for Requestors to Administrators and Service Agents, resulting in AI powered assistants for all platform user personas.
- Additional AI Agents — Add to the list of AI Agents that specialize in various tasks, such as troubleshooting, provisioning, KB management, work allocation and assignment, etc.
Process Automation
- Formulas and Expressions in Workflows — Adds a guided Expression Builder that lets admins apply functions like string formatting, date/time math, and numeric calculations to workflow variables, so Conditions, Update Record, notifications, and Process Integrations can use calculated or transformed values instead of requiring preformatted fields or workarounds.
- Runbook Enhancements — Lets a workflow call another runbook as a reusable subroutine, and lets requesters trigger a runbook directly, reducing duplicated process logic and giving requesters a self-service way to kick off a defined set of actions.
Integrations
- CMDB/Asset Sync with SWO SaaS — Automatically syncs monitored entities from SWO SaaS, such as hosts and network devices along with attributes like IP, type, vendor, CPU, and memory, into the SWSD CMDB, so the CMDB reflects your full infrastructure landscape without manual entry or a separate discovery pass.
- Bidirectional Sync and Deeper Context Sharing with SWO SaaS and SWIR — Extends the SWO SaaS and SWIR integrations beyond one-way alert ingestion to two-way status sync, so resolving an incident in SWSD closes the corresponding alert in SWO SaaS or SWIR and vice versa, with notes and related context shared between the tools.
- Expanded Built-in Process Integrations — Native integrations for a growing library of popular business tools like Adobe Acrobat Sign, Okta, HR Systems and more, reducing setup time and eliminating the need for custom API work.
Scale & Efficiency
- Calendar Experience - The calendar will help teams view changes, due dates, maintenance windows, holidays, and other scheduled work in one place—making it easier to coordinate activities and avoid conflicts.
- Portal Enhancements – Make the portal more customizable and a better use of the space available.
- In-product Setup Recommendations — An in-product guide that audits current setup and surfaces a personalized list of suggested capabilities not yet enabled but well-positioned to benefit from.
- New Field Types:
- URL — Admins will be able to capture web links in a new field type as validated, clickable fields instead of plain text, improving data accuracy and making it easier for agents and requesters to open the right page directly from the record across web and mobile.
Asset Management & CMDB
- Dependency Mapping via Discovery + Impact Analysis — Combines CI discovery data with relationship mapping to show downstream impact of an outage or change in real time.
- Asset Reports — Dedicated built-in reporting for asset data including ownership, inventory, and lifecycle status.
- Asset Depreciation – The need to understand the value of your assets is being increasingly important. The ability to track the depreciation lifecycle will allow you to better plan you asset rotations.
SLA Management
- SLA Timezone Selection: Incident Site TZ or Specific TZ — Lets admins choose a specific, fixed timezone to evaluate business hours on an SLA, instead of defaulting to the incident's site timezone, so contractual or team-based SLA commitments tied to one timezone stay accurate no matter where the requester or ticket is located.
- Multiple Time Slots per Day in Business Hours — Lets admins define more than one working window per day in Business Hours, such as split shifts or overnight coverage, so SLA timers, breach alerts, and reports accurately reflect schedules that don't fit a single continuous block.
Analytics
- Custom Reports and Dashboards- Coming soon, customers will be able to build custom reports and create dashboards using SWSD’s new, faster reporting infrastructure. This will make it easier to tailor analytics to the metrics and audiences that matter most.
Recently Released
This section highlights the features and enhancements that were recently released in SolarWinds Service Desk. It is intended to give you a quick view of what is now available.
(L)=Labs | (P)=Premier Only
Strengthening the ITSM Core
- Approvals Compliance — Validates that only the designated approver can take action on approval/task email links, preventing accidental completions by spam filters or unauthorized users.
- Granular Reopen Controls for Closed and Resolved Tickets — Splits the reopen configuration into separate toggles for Resolved and Closed tickets, giving admins tighter control over ticket lifecycle and reporting accuracy.
- Improved Transparency in the Computers Index — The default Active Computers view now makes its filters visible, and a new All Computers view lets admins see the full computer inventory without hidden exclusions.
- Dynamic Form Layouts (L) — Lets admins break long forms into clear sections with draggable titles and separators across Custom Forms, Runbooks, Service Catalog, and Change Management, making complex forms easier to scan, reducing form fatigue, and improving data accuracy for both end users and technicians.
- Longer Custom Field Labels (L) — Lets admins set a line limit (1, 2, 3, or unlimited) for field label display, preventing truncation of descriptive labels in multi-column forms.
- Expanded Access to Runbooks and AI-Generated Resolution Summaries — Gives Advanced customers access to two capabilities previously only available to Premier, including up to 3 Runbooks per account and up to 250 AI-Generated Resolution Summaries per month. This gives teams a practical way to improve efficiency and streamline workflows as they mature their automation and AI practices.
Gen AI
- AI Tone Enhancer (L)(P) — Refines technician ticket replies into professional, empathetic responses with a single click, while preserving ticket IDs, URLs, dates, and error codes exactly as written.
- Intelligent Problem Linking (P) — Uses AI to detect patterns across incidents and suggest when agents should either create a new problem record or link an incoming incident to an existing problem, so teams can identify root causes faster, avoid duplicate investigation, and reduce repeat incidents.
- Generate Runbooks/Processes from Knowledge Articles (L)(P) — Uses SolarWinds AI to convert an existing knowledge base solution into a structured, repeatable runbook or service catalog process.
Analytics
- Early Access: New and Existing ReportsEight reports—four existing and four new—are now available through Early Access for select customers. This release provides an opportunity to explore enhanced reporting capabilities and share feedback before broader availability.
Workflows and Automation
- Variable Rendering Distinction (Null vs. Undefined) — Distinguishes between a variable that's undefined (not found in the schema) and one that's null (exists but empty) across notifications, process integrations, and other variable-driven output, so admins can tell a typo from a simple lack of data when debugging automations.
- Quick Filter Bar (L) — Adds a persistent filter bar to the ticket index for fast sorting by type, assignee, group, state, priority, and more, with the ability to save custom views.
SLA Management
- Recurring SLA Policies — Lets admins configure an SLA to automatically reset and restart after each cycle, so ongoing commitments like "respond within 1 hour of every customer reply" are enforced and tracked for the life of the ticket, not just once.
- Selectable Business Hours per SLA — Lets admins pick which Business Hours definition an SLA uses, instead of only the tenant's single default, so SLAs for different teams or sites run against the schedule that actually applies to them.
Security & Administration
- Sandbox Environment Phase 1 (P) — Creates a siloed environment mirroring production for safely testing configurations before rollout; includes groups, users, custom fields, and service catalog items.
- PHI Data Masking (L) — Extends the existing PII/PCI masking engine to automatically detect and mask Protected Health Information across ticket fields, user inputs, and text attachments.
- Unique Process Integration Naming — Enforces distinct naming for process integrations to prevent conflicts and maintain clarity across workflows.
- Email Suppression Management — Gives admins control over email suppression lists, including visibility into which addresses are blocked and why. This helps teams troubleshoot missed ticket notifications, approval emails, activation emails, and password resets.
- Shareable Links for ITSM Objects on Mobile App — Lets mobile users share secure deep links to incidents, tasks, problems, and changes directly from the app via native iOS and Android share sheets, making it faster to collaborate with teammates without resorting to screenshots or manual copy-paste.
Expanded Integrations
- Process Integrations Index Page Revamp — Rebuilds the Process Integrations index with column filtering and sorting, enforced unique names, and a template-first creation flow that distinguishes raw HTTP integrations from built-in app templates, making integrations easier to find, configure, and manage at scale.
- Built-In Process Integration with Microsoft Teams (L) — Adds a native Microsoft Teams process integration with actions like creating channels, and scheduling or managing meetings, so admins can trigger Teams collaboration and notifications directly from a workflow without manual API setup.
- Built-In Process Integration with Zoom — Adds a native Zoom process integration to create, schedule, retrieve, or cancel meetings and pull recording links, so agents can generate and share a Zoom link from a ticket in seconds instead of switching tools.
- More Actions for Built-In Process Integration with Entra ID — Expands the Entra ID process integration beyond basic user lifecycle actions to actions like Add/Remove User from Group, Assign/Remove License, Update User Manager, and Invite Guest User, so admins can handle more identity and access scenarios without manual API work.
- Built-In Process Integration with Slack (L) — Adds a native Slack process integration with actions like posting messages, creating channels, sending DMs, and adding users to channels, so admins can trigger Slack notifications and ChatOps workflows directly from a ticket.
- Output Variable Abstraction for Built-In Process Integrations (L) — Lets admins map an integration's API response fields, like a newly created user ID, into readable output variables usable in later workflow steps, instead of writing a JSONPath to extract relevant data, so multi-step built-in integration workflows can pass data between steps with no code.
- Intune Field Matching — Gives admins the flexibility to match Intune asset owners via email address or User Principal Name (UPN) to accommodate complex Entra ID configurations.
ESM
- Shared Forms & Logic — Enables organization-level admins to create shared custom forms and dynamic form rules that propagate consistently across all service providers, eliminating duplicate setup across departments.
- Custom Data Forwarding — Ensures custom field data travels with a ticket when forwarded between ESM service providers, with a pre-check that warns agents when a field mismatch would cause data loss.
See more, plus additional items that were released, in the full release notes
Recently Released | Now | Next |
|---|
Core - Approvals compliance
- Reopen controls for closed/resolved tickets
- Dynamic form layouts
- Longer custom field labels
- Runbooks/Resolution Summaries in Advanced
GenAI - Tone enhancer
- Problem linking
- Generate runbooks/processes from KB
Analytics - Custom widget for asset records
Workflows/Automations - Variable Rendering Distinction (Null vs. Undefined)
- Quick filter bar
SLA - Recurring SLA Policies
- Selectable Business Hours per SLA
Notifications & UX - Personalized notification settings
Security & Admin - Sandbox phase 1
- PHI data masking
- Unique process integration naming
- Email suppression management
- Shareable links from mobile app
Integrations - Process Integrations Index Page Revamp
- Built-In Process Integration with Microsoft Teams (L)
- Built-In Process Integration with Zoom
- More Actions for Built-In Process Integration with Entra ID
- Built-In Process Integration with Slack (L)
- Output Variable Abstraction for Built-In Process Integrations (L)
- Intune field matching
ESM & UX - Shared forms & logic
- Custom data forwarding
| AI & ML - Requester bot
- Autonomous AI agents
- Requestor bot for Slack/MS Teams
Process Automation - Iterator
- Loop Until
- Support Email Custom Fields in Workflow Steps that Expect Users
- Add Comment Workflow Step
Integrations - Multi-Connector Setup with SWO SaaS and SWIR (previously Squadcast)
- Linked Alert Details on the Incident Details Page
- Built-In Process Integration with Monday.com
- SMS notifications
Scale & Efficiency - Project Management
- Sandbox phase 2
- New
field types: URL & Multi-pick user/groups - Setup Recommendations
Analytics - Faster, more visual reports
- Conversational analytics experience
- Expanded BI and AI assistant tool connection
Asset Management - Single asset view
- Check out/check in
- Dedicated asset reports
ESM - Move data between Service Providers
- Combining tenants
| AI - Agent assist bot
- Admin co-pilot bot
- Additional Autonomous Agents
Process Automation - Formulas and Expressions in Workflows
- Runbook Enhancements
- Sandboxed Scripting Environment in Process Workflows
Integrations - CMDB/Asset Sync with SWO SaaS
- Bidirectional Sync and Deeper Context Sharing with SWO SaaS and SWIR
Scale & Efficiency - Dynamic forms for changes
- Migrating change variables to custom fields
Asset Management & CMDB - Combining CI discovery data with relationship mapping
- Flexible software normalization
- Support for multiple Google Admin Consoles
SLA Management - SLA Timezone Selection: Incident Site TZ or Specific TZ
- Multiple Time Slots per Day in Business Hours
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