-
March 4: Built-In Entra ID Integration, ESM Custom Field Ticket Forwarding, & Jira Multi-Connectors
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…
-
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…
-
March 24 Release: Advancing Automation with Sandbox, Auto-Attach Runbooks, and More!
Our latest SolarWinds Service Desk update is designed to empower ITSM teams to reduce manual overhead and innovate safely. This release delivers critical enhancements for managing data integrity and workflow execution across your organization. From the highly anticipated launch of Sandbox to the expansion of automations…
-
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…
-
Variables to show who completed an approval
It would be great to be able to pull variables for notifications to show who has completed an approval. Currently today you are unable to do so, having this would allow users to know who has completed their approvals.
-
Is anyone noticing that some asset lifecycles don't update?
It appears that machine lifecycles aren't updating consistently. EX: I purchase our firm’s computers through CDW, where the Discovery Agent is installed as part of our standard image. After installation, the warranty upgrades we purchase typically take a day or two to appear, so new devices initially show the default…
-
[Virtual Event] Q1'26 SolarWinds Service Desk Update
What’s New in SolarWinds Service Desk? Join Our Q1 ’26 Update We’re kicking off 2026 with our first SolarWinds Service Desk Quarterly Product Update, a live session where our product team will walk through what’s new and what’s coming next. What we’ll cover: New Entra ID integration and recent updates Expanded automation…
-
The Time is NOW for Splashtop Integration
I know this will likely be met with a ton of resistance, but here me out. Overview: As IT teams increasingly rely on integrated tools to handle incident management and remote support, I propose a native integration between SolarWinds Service Desk (SWSD) and Splashtop. This would allow service agents to initiate secure,…
-
Service Catalog offered as suggestions for Agents putting tickets in on behalf of end users
Maine General Medical Center has a use case where most of their tickets come in via phone and their Agents create the tickets for the end users within the incident queue. What is happening is the agents start filling out a ticket and realize it should have been a Service Request. They would like for Service Catalog…
-
Ability to change the view for My Tickets in the customer portal
The admin shall be to update the View in the My Tickets view for the customers to ensure internal information related to ticket resolution is not available for the requster Currently it displayed the whole information related to Group Assignement, Assigned to, Due Date etc. are not required, these can be removed and ticket…
-
Delivery problems
Looking through the email logs I can see delivery problems emails from the service desk are being bounced by Mimecast and anti-spoofing rules. Emails are coming from eu-west-1.amazonses.com rather than from our in-house exchange server. Has anyone else had this and how did they safely get around this?
-
SSO The reply URL does not match the reply URL configured fo the application solarwinds.com
SSO works fine for desktops but we are rolling out mobiles, we have downloaded the app but we cannot get single sign on to work for our mobile devices. Microsoft throws the error. Is this because the mobile devices are outside the domain and therefore we are managing the reply URL and why is it referencing solarwinds.com…
-
Jan 13 Release: Enhanced ESM Sharing, Automation, Data Masking, GenAI, Quick Filters & More
Happy New Year THWACK community! Our first release of 2026 is officially here, and it’s a big one. We’ve focused this update on streamlining your workspace and strengthening your data security. Whether you’re leveraging our new GenAI runbook generation, protecting sensitive information with PHI masking, or navigating your…
-
Enable Resharing Customer Survey for service improvement when initial feedback is negative
In the current workflow, when a customer submits negative feedback (e.g., “Dissatisfied” or “Very Dissatisfied”) on a CSAT survey, the process ends without any automated follow‑up. This results in: No structured mechanism for service teams to take corrective action. Lack of visibility and tracking of issue resolution after…