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May 12 SWSD Release: Dynamic Form Layouts, Advanced SLA Logic, and Personalized Notifications
We’re excited to announce the May 12th update for SolarWinds Service Desk. Whether you’re building more professional, departmentalized forms, fine-tuning SLA targeting, or giving your users the power to control exactly how they stay informed via notifications—this update is designed to reduce friction and raise the bar on…
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Responses to Your Top Questions from the Q1 '26 Service Desk Product Update
Thank you to everyone who joined us for the Q1 2026 SolarWinds Service Desk Product Update! The energy and engagement in the chat was incredible. You submitted over 100 questions across our US & LATAM, EMEA, and APJ sessions. If you missed the live session or want to revisit anything we covered, you can watch the full…
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IT Trends and Predictions for 2026 — SolarWinds TechPod 105
SolarWinds TechPod returns with its annual IT trends and predictions episode — and 2026 is all about Agentic AI. In this episode of SolarWinds TechPod, hosts Sean Sebring and Chrystal Taylor are joined by Sascha Giese (SolarWinds) and Lauren Okruch (SolarWinds Product Marketing) to break down how AI, ITSM, automation,…
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April 14 Release: Precision Approvals, Workflow Visualization, AI Tone Enhancer, and More!
Our latest SolarWinds Service Desk update is designed to empower ITSM teams to refine daily execution with more precision and improved communication clarity. This release delivers critical enhancements for managing data integrity, tightening security around approvals, and providing visual context for complex…
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Your New Favorite Playground: The Service Desk Sandbox
We’re excited to officially release Phase 1 of the SolarWinds® Service Desk Sandbox. Let’s be real—making big changes in production can feel like a high-stakes thriller movie. Whether it’s a workflow tweak, a portal update, or a configuration experiment, the ‘Save’ button shouldn’t give you stage fright. Your sandbox gives…
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Smarter, Faster, Secure: The 2025 SolarWinds Service Desk Feature Release Roundup
As we close out the year, we wanted to take a minute and look back at what has been a great year of progress for SolarWinds® Service Desk. If we had to summarize 2025 in two themes, they would be: driving operational efficiency and making AI actually useful for IT pros. From the expansion of SolarWinds AI to the UI…
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The AI Effect: Announcing the 2025 State of ITSM Report
Last year, our inaugural State of ITSM Report explored how IT teams could resolve tickets faster through automation, knowledge sharing, and self-service. This time around, we’re exploring the transformative potential of generative AI (GenAI) to drive resolution times down. Over the past 12 months, we’ve seen many…
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Add Firewall Network Device Type to SWSD Network Devices
Today, devices discovered as network devices are categorized under a general Network Device type. While this works for generic infrastructure, it does not distinguish firewalls from other network devices such as routers, switches, or wireless controllers.
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Approval Delegation and Temporary Approval Authority in Service Catalog Workflows
In many organizations, Service Catalog workflows require approval from specific roles (e.g., department heads, managers, budget owners, etc.). Currently, if the designated approver is unavailable (e.g., on leave, travel, or extended absence), the approval process can be delayed, impacting operational efficiency and SLA…
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Enhanced Form Layout Controls in Service Catalog (Sections, Dividers, and Field Formatting)
Currently, the Service Catalog form builder has limitations regarding layout customization and structural elements. There is restricted or no ability to: Add multiple dividers for better visual separation Create structured sections or grouped field containers Apply conditional hiding/showing of sections Control spacing and…