Last Updated: July 2, 2026
Here’s what’s recently released and what’s in progress. For items in development, specifics may change as we continue validating scope and timing.
Headline Investments
This chart highlights our major investments across recently released, now, and next.
Recently Released | Now (next ~3 months) | Next (next ~6 months) |
|---|
Process Integrations Index Microsoft Teams Integration (L) Asset Checkout and Check-in Enhancements (L) Customizable Index Views | Requestor Bot Autonomous AI Agents Process Automation Analytics | Admin and Agent Bots Expanded Process Integrations Dynamic Forms for Changes Dependency Mapping |
Forward-Looking Statements
This section contains forward-looking statements regarding future product plans and development efforts. SolarWinds evaluates features and functionality before any final generally available release. Information here should not be interpreted as a commitment to deliver any specific feature or functionality, or to deliver it within a particular timeframe. Product plans and priorities can change at any time.
What We’re Working On for SolarWinds Service Desk
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.
Prototype shown; final UI subject to change.
- 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. Requestors can already access the existing virtual agent there, this will also extend the next-generation conversational experience beyond the SWSD Portal.
Process Automation
- Approvers List in Workflows — Lets workflow approvals use multi-user custom fields as the approver source, so admins can dynamically assign the right set of approvers for each request based on form inputs, workflow updates, API calls, or process integration results without hardcoding approvers.
Integrations
- Enhanced Integration with SolarWinds Portfolio Products — Enhancing the existing native integration between SWSD and other SolarWinds portfolio products, such as SolarWinds Observability SaaS, SolarWinds Observability Self-Hosted and SolarWinds Incident Response, to enable movement of information in both directions and expanding the scope of integration beyond events/alerts to include CMDB.
- 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.
Prototype shown; final UI subject to change.
- Output Variable Abstraction — Simplifies built-in process integrations by exposing a predefined, human-readable set of returned values for each action so admins can map IDs, links, statuses, and messages into SWSD fields and downstream workflow steps without inspecting raw JSON or vendor API docs.
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, resulting in safer rollouts and less manual copying between environments.
- 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.
- 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 for scenarios like incidents with multiple approvers, collaborators, or impacted people.
- 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.
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.
- Ask Data Questions in Plain Language — We're adding a conversational analytics experience to SWSD via AI. Instead of navigating to a report, you will be able to ask questions for things like, "why did SLA breaches spike last Monday?" or "which team has the most overdue tickets?" and get instant answers. Like all our AI tools, it only reads only your data and answers you directly, scoped to only your account.
- 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.
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 with preserved 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
- Edit Steps in the Graphical Workflow Builder — Existing workflow steps will be editable directly in the Graphical Workflow Builder, reducing the need to switch to the textual builder for quick edits.
- Cascading Automation Rules — Automation rules trigger other automation rules in sequence, enabling complex, multi-step workflows to run end-to-end without manual chaining or custom scripting.
- Structured Field Types — Introduce a new Structured type Custom Fields, that encapsulate multiple subfields, enabling more complex integration workflows without workarounds.
- List Types — Introduce list type custom fields, that would allow a list of fields to be referenced together, enabling more complex integration workflows without workarounds.
- Built-in Functions — Built-in functions for frequently used operations, such a substring, sum, average, min, max, etc.
Integrations
- Expanded Built-in Process Integrations — Native integrations for a growing library of popular business tools like Adobe Acrobat Sign, Okta, Microsoft Teams, Monday.com, and more, reducing setup time and eliminating the need for custom API work.
Scale & Efficiency
- Dynamic Forms for Changes — Extends SWSD’s existing dynamic forms engine into the Change Management module, so change request forms can adapt in real time based on user selections.
- Migrate Change Variables to Custom Fields — When creating a change or change catalog item you have to recreate the variables each time which is hard to manage and leaves open the possibility of incorrect data being collected. Migrating the variables to custom fields will give changes the same abilities as other objects (reuse fields, dynamic forms, form logic, and reporting on custom fields)
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.
- Advanced Software Normalization – Currently, normalization requires a 100% title match, leaving some identical software un-normalized. We will normalize based on key attributes and known titles for a cleaner, more accurate software inventory.
- 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.
- Asset Reports — Dedicated built-in reporting for asset data including ownership, inventory, and lifecycle status.
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.
- Customizable Index Views — Lets teams choose which system and custom fields appear in their index views, while keeping the primary field used to open each record available. Existing saved views are not changed automatically.
- Drag-and-Drop Ticket Attachments — Lets users drag and drop multiple supported files directly into the comment box when updating a ticket.
- Task Management v2 — Introduces a dedicated task workspace and centralized index, with a full task object page, task-specific comments and @mentions , time tracking, custom fields, related-record visibility, and improved oversight across assignees, task states, and time spent.
GenAI
- 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
- Custom widget for asset records — Enables admins to build custom report widgets scoped to asset records, expanding analytics beyond ticket data.
Assets
- See All Assets in One Index — Brings computers, mobile devices, network devices, printers, and custom asset types into a single searchable index, with filtering by asset type and status so technicians can discover and manage assets without moving between separate inventory sections.
Asset Management
- Check Out/Check In — Easily understand who has what asset, when it's due back, and its condition at check out and check in. Ideal for loaner situations or seasonal device deployments. The latest enhancements add filtering by checkout date, user, status, condition, expected return date, and notes, along with checkout history and configurable due-date and overdue notifications, including scheduled summary emails for IT teams.
- Firewall Network Device Category — Adds Firewall as a network device category, giving teams a more complete way to classify discovered network devices and organize them according to their environment.
Workflows and Automation
- Graphical Workflows (L) — Displays runbook and service catalog workflows as an interactive flowchart, making branching logic easier to audit and understand at a glance.
- Attach Runbooks via Automation — Allows automation rules to automatically attach, replace, or remove runbooks on a ticket based on predefined conditions, with optional auto-start for runbooks with no mandatory fields.
- Process Integration Actions in Automation Rules — Enables automation rules to trigger external process integrations as an action, turning the service desk into a centralized workflow orchestration hub.
- Variable Replacement Phase 2 (covering Runbooks, Change Processes, and Automation Rules) — Lets admins insert live ticket, requester, and custom-field data into notifications, record updates, tags, and workflow conditions, so automations can send context-rich messages, update fields dynamically, and route or label records based on real-time data instead of static values. Change variables can also be used in workflows to pass relevant change context to other systems and notifications, supporting more complete change-management automation.
- 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.
- Undefined Variable Audit Logging — Logs undefined variables in the ticket audit trail, helping process designers distinguish broken references from valid variables with no value.
SLA Management
- SLA Policy Re-Application on Scope Re-Entry – Allows admins to opt in to having an SLA policy apply a fresh instance each time a ticket re-enters its scope (e.g., when reopened or bounced back to a team), ensuring the same service commitment is enforced every time it applies — not just the first time.
- Recurring SLA Policies — Allows admins to configure SLA policies to automatically reset and re-start after each cycle, enabling ongoing commitments like "agent must respond within 1 hour of every customer reply" to be enforced and tracked throughout the life of a ticket.
- Selectable Business Hours for SLAs — Gives administrators the flexibility to select a specific Business Hours schedule on an SLA, with SLA start, pause, and due times calculated according to that schedule’s working days, hours, and holidays.
Notifications & User Experience
- Personalized Notification Settings — Lets individual users control exactly which notification triggers they receive on each channel (Email, Slack, MS Teams), with comment anchoring for threaded Slack/Teams updates.
- Dark Mode (L) — Provides a dark interface option designed to reduce visual fatigue and support sustained focus during extended Service Desk sessions.
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.
- 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.
- Granular Data Masking Controls (L) — Gives administrators separate controls for PII/PCI and PHI masking across attachments and system and custom-field inputs, allowing teams to apply the level of protection that fits their requirements.
- Credential Field Masking — Masks sensitive credential values in the Service Desk UI after they are saved, including passwords, tokens, SNMP community strings, private SSH keys, OAuth2 values, and authorization headers, while keeping credentials available for backend integrations.
Expanded Integrations
- Microsoft Entra ID Built-in Connector (L) — Replaces complex API configuration with a no-code interface for automating user lifecycle actions (Create, Update, Disable, Delete) directly within workflow steps and automation rules. Additional actions now let admins add or remove users from groups, revoke sign-in sessions, and update a user’s manager.
- Built-in Integrations with Digital Agreement Management Tools — An out-of-the-box process integration brings DocuSign into Service Desk workflows so teams can handle signatures and approvals for requests like onboarding, policy acknowledgment, or asset handoff without leaving the platform.
- Built-in Integrations with Conferencing Tools — An out-of-the-box process integration brings Zoom into ticket workflows so agents can quickly create meeting links for live troubleshooting and keep collaboration tied to the record.
- Revamped Process Integrations Index — A redesigned index page that makes it easier to find and manage process integrations in one place.
- Built-in Integration with Microsoft Teams (L) — Provides out-of-the-box workflow actions to create channels, add members to a team, update channel details, create and schedule meetings, retrieve meeting details, and work with attendance, recording, and transcript information where available.
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
