We are excited to announce our latest updates for SolarWinds Service Desk. In this release, we are focused on helping teams manage assets more clearly, enforce ongoing service commitments more effectively, build stronger workflow automations, and document ticket work faster. Whether you are tracking shared hardware, coordinating work in Slack, or simplifying multi-step automation flows, these updates are designed to give your team more flexibility and control in the way you work.
Keep asset handoffs organized with asset check-out and check-in
Plan Type: All Plans | Status: Labs
For teams that manage shared or loaned equipment, Service Desk now introduces a native check-out and check-in workflow, initially for computers. This is especially useful for schools that need to check out computers at the beginning of the year and collect them at the end, while keeping track of who has a device, why it was assigned, what condition it was in, and when it is expected back.
Once enabled under Discovery & Assets, teams can manually mark equipment as available, define and use check-out reasons, capture device condition details, and set expected return dates as part of the handoff process. This first Labs release is focused on the core workflow and is currently limited to computers, and when the feature is first enabled, computers default to a not available status until they are manually updated by your team. To learn more visit Setup: Labs—Computer Check-Out / Check-In.
Reinforce ongoing commitments with recurring SLA policies
Plan Type: All Plans | Status: General Availability
Recurring SLA Policies help teams support service commitments that need to happen more than once during the life of a ticket. Instead of treating an SLA as a one-time event, recurring policies automatically reset and begin a new cycle each time the target is met or breached, as long as the ticket is still in scope.
This is especially useful for scenarios like requiring regular status updates on long-running incidents or ensuring every new requester response receives attention within a defined timeframe. Each recurrence is recorded on the ticket’s SLA timeline, giving teams clearer visibility into how consistently they are meeting ongoing obligations over time and creating a more flexible way to model real-world expectations directly inside Service Desk. For more information, you can visit Recurring SLA.
Bring Slack actions directly into your workflows
Plan Type: Advanced & Premier | Status: Labs
Service Desk now includes a built-in Slack process integration in Labs, making it easier to connect workflow actions to the collaboration tool many teams already use every day. Instead of navigating the technical complexity of constructing individual API call via regular Process Integrations, teams can now seamlessly configure these out-of-the-box Slack actions directly inside runbooks, automation rules, and process workflows.
This opens the door to practical ChatOps workflows such as creating an incident war room, inviting relevant stakeholders into a channel, posting updates automatically, or sending interactive messages as part of a broader operational process. Because this is a Labs release, it is an early access capability intended to help customers start exploring these workflows and shaping how they use them in practice. For more information about this feature, see Setup: Labs—Built-in Process Integrations
Make multi-step automations easier with response field mapping
Plan Type: Advanced & Premier | Status: Labs
Also launching in Labs, Response Field Mapping for built-in process integrations provides a low-code response mapping solution that extracts raw API responses into human-readable fields for multi-step workflows.
That means admins no longer need to manually work with raw JSON just to use a returned value in a later action. For example, a workflow can capture a newly generated Slack channel ID and immediately use it in the next step to add users to the channel or continue the process automatically. For teams building more advanced automations, this makes the setup experience more approachable while also reducing opportunities for configuration errors. For more information, you can visit Setup: Labs—Enable Output Variable Abstraction.
Attach multiple attachments in one go
Plan Type: All Plans | Status: General Availability
Attaching multiple attachments in one go streamlines how teams add supporting files to their work. Users can now select multiple files at once rather than repeating the same upload flow file by file, which makes documenting tickets and related activity much faster.
Each file still respects the existing 25MB per-file limit, but valid files can continue uploading even if one item in the batch is too large. In that case, Service Desk completes the successful uploads and surfaces an error only for the oversized file, reducing interruption and rework for the user. This is a simple change with a meaningful day-to-day impact, especially for teams that regularly attach logs, screenshots, documents, or other supporting materials as part of ticket handling. To get more details on multiple Attachment Uploads, visit Comments: Attachments.
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:
- Improved @mention suggestions now show email addresses , making it easier to pick the right person when multiple users share the same name.
- Process integrations can now extract data into supported non-text fields, so workflows can map values like email addresses and dates more cleanly.
- Service requests can now open in a new tab during workflow testing, helping admins keep their place and iterate faster.
- Integration error details are now surfaced directly in context, so users can troubleshoot faster without downloading a file first.
- New integrations and process integration steps now default the retry number to 0, removing an extra manual step during setup.
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.
