We're excited to bring you the latest release for SolarWinds Service Desk, which is designed to give ITSM teams their time back. By removing technical bottlenecks in identity management and breaking down data silos between departments and dev teams, we’re helping you shift more focus from managing tools to delivering services.
No-Code Identity Management with Built-in Process Integration for Microsoft Entra ID
Plan Type: Advanced & Premier | Status: Available in Labs
Manual user provisioning can be a real time-sink and a possible source of security risks. Traditionally, connecting Service Desk to Microsoft Entra ID (formerly Azure AD) for automation required high-level technical expertise in URL parameters, JSON payloads, and authentication headers. We are lowering that technical barrier by replacing complex technical jargon with application-level simplicity. Administrators can now select built-in business actions like Create User, Update User, Disable Account, or Delete User directly within a workflow step or automation rule.
This shift from technical configuration to functional design allows your team to deliver services faster and reduce human error. For example, you can now automatically trigger account creation the moment a New Hire request is approved or instantly disable access when an offboarding ticket is resolved—all without an admin needing to touch the Entra portal. The integration even pulls mandatory attributes directly from the Microsoft Graph API, allowing you to map fields in seconds, helping ensure your onboarding and offboarding processes are both automated and reliable. To learn more about the process integration for Microsoft Entra ID, see Labs.
Stop the Data Loss: Forwarding Custom Data Between Service Providers in ESM
Plan Type: Advanced & Premier | Status: General Availability
In an Enterprise Service Management (ESM) environment, a ticket shouldn't lose its context and intelligence just because it moves from IT to HR or Facilities. Previously, the ticket forwarding mechanism only supported standard system fields, meaning critical troubleshooting or compliance data stored in custom fields often stayed behind. This forced agents to manually re-enter data or communicate back and forth to recreate essential information. This release introduces Custom Data Forwarding, ensuring that your comprehensive ticket data travels with the ticket while maintaining the architectural integrity of your ESM instance.
To prevent silent data loss, we’ve implemented a validation pre-check. When an agent clicks "Forward," the system automatically compares the custom fields in the source ticket against the definitions in the target service provider. If a mismatch is found, a clear warning dialog informs the agent exactly which data won't be transferred, giving them the chance to have an admin sync those definitions first. Furthermore, security remains a priority; if a field is masked in the originating department, it stays masked in the target department regardless of local permissions, ensuring your organization remains compliant even during cross-departmental hand-offs.
Building on our January release of Shared Custom Forms, this new capability completes the loop: once you have standardized your data collection across the organization, you can now move that data seamlessly between departments with total confidence in its integrity.
For more about Custom Data Forwarding in ESM, see Ticket Forwarding. To learn more about enabling this feature, see Global Settings.
Create a More Unified Engineering System with Jira Multi-Connector
Plan Type: Advanced & Premier | Status: General Availability
Modern IT teams often sit at the intersection of multiple development groups, each using their own Jira instance. Until now, the native Jira integration was limited to a single instance, leading to costly manual workarounds and a fragmented user experience. Our new Jira Multi-Connector eliminates this "swivel-chair" effect by allowing you to link SolarWinds Service Desk to multiple Jira environments simultaneously. Whether you need to escalate a security incident to a specialized SecOps Jira or a bug report to a specific engineering instance, your agents can now do so from a single, unified interface.
To keep things organized, we’ve introduced a conflict resolution strategy that automatically prepends the connector name to the project (e.g., [IT Jira] - SD Project). This ensures that agents always select the correct destination without ambiguity. Additionally, admins gain granular control in ESM environments, allowing them to define which Jira projects are visible to which Service Providers. This keeps the interface clean and relevant for every team, reducing friction and ensuring that different departments can collaborate with their respective engineering counterparts through a standardized, native workflow. To learn more, see Jira Integration Connectors.
We're excited for you to explore these new features. For a detailed 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. View and book your slot using one of the links below:
If you have any questions, please leave a comment below.
Have a feature request? Upvote or submit your request here.
