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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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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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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…
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Granular Field-Level Visibility Control in Service Catalog (Role-Based Field Restriction)
Many organizations use SolarWinds Service Desk Service Catalog for complex workflows involving multiple teams (e.g., IT, Finance, Operations, Security, Facilities, etc.). A single service request often contains information relevant to different departments, including potentially sensitive or confidential data. Currently,…
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When creating a new ticket, leave me in the ticket I just created
Whenever you enter a new ticket, ITSM takes you back to the default incident list. That seems inefficient as you then have to click back into the ticket you just created to edit it. It would be more efficient (and nice) to be left in the ticket you just added to finish or make posts to it.
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Text indentation when writing a Solution
Our company uses Samanage Solutions to document procedures, etc. Formatting the text seems to be somewhat limited. E.g., I am unable to find indentation in the built-in HTML editor. Buttons we can see are attached. No other options available. Please see the screenshot I attached. I would like to add buttons/functions that…
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Change Categories
It seems that I can't see the change categories field is there ay particular setting I need to turn on ?
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Agent Role Permissions
How can I keep all the out of the box service agents permissions and restriction but also make the service agent only see their own groups tickets i have already asked this question but it seems I can't reach it after the update
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[Virtual Event] The 54% Improvement Playbook: How Top Performers Integrate GenAI into ITSM
Live Webinar | November 6, 10 a.m. CT In our latest 2025 State of ITSM Report, top-performing organizations achieved an incredible 54% faster resolution time—and GenAI was the game-changer. Join us for a live session where we’ll unpack how they did it. You’ll see a demo of GenAI in action within ticket triage and…
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How do ITSM leaders address their organizations Service Catalogs and Knowledge Base items? (Follow-up from SolarWinds Day)
We had a great ask in the chat during our ITSM Customer Session at SolarWinds day, sparking the question: What are some learnings or best practices in terms of service catalog structure or knowledge base standardization that different teams have implemented in their own organizations? Some thoughts from the session:…