Enhancing Email Security and Functionality with a New Provider (Action Will Be Required)

joeybrown 10 days ago Less than one minute read time

We’re excited to let you know that SolarWinds is upgrading its email services by moving to a new provider. This change will help our support teams more effectively monitor and resolve email-related issues while enhancing security and ensuring that emails sent from SolarWinds Service Desk are properly authorized.

We’re implementing this change in two phases:

Phase 1 starts on January 12, 2025.

Phase 2 will release on March 2, 2025.

Customer action will be required during Phase 1 so that the transition in Phase 2 goes smoothly.

Note: No services should be impacted on phase 1 release and no action is needed before phase 1. All of your email services will continue to function as they are today even after phase 1 is released.

Please see attached PDF as a pre-read before the phase 1 release on January 12, 2025.

Again, no action is needed between now and phase 1 release.

MovingToANewEmailProvider.pdf

Top Comments

WGPRusso 10 days ago +2

Luckily I clicked the "what's new" notification to see this. This is a change to your system that should call for direct communication from our account manager/customer support team or from product team…
havens1515 10 days ago in reply to WGPRusso +1

Agreed! This needs a direct email to ALL admins. I was lucky that I saw the dot on the "What's New" icon, but most of my team does not look at that. I'm sure there are many more who will miss this if all…

joeybrown 6 days ago in reply to ksm123

You will still want to whitelist the new IP addresses to make sure they aren't blocked or marked as spam/junk. We do recommend every organization look into authorizing SWSD in your DNS so you can help prevent any unwanted emails and tighten the security within your organization.
- Cancel
- Vote Up 0 Vote Down
- Sign in to reply
- More
- Cancel
ksm123 6 days ago

am I right in saying if our emails reply as support@COMPANYNAME.samanage.com - we don't need to do anything?
- Cancel
- Vote Up 0 Vote Down
- Sign in to reply
- More
- Cancel
joeybrown 10 days ago in reply to havens1515

havens1515 as always, thanks for the feedback. Since this is not a breaking change at release on Sunday we are putting it here first as a pre-read and more communication will come out along with the release. We also have plans to communicate here, via the app, and the account teams during phase 1 to ensure everyone is ready for phase 2.

We understand that this is not a simple feature release and could take multiple teams at organizations to implement, which is why we are doing it in a phased approach.
- Cancel
- Vote Up 0 Vote Down
- Sign in to reply
- More
- Cancel
havens1515 10 days ago in reply to WGPRusso

Agreed! This needs a direct email to ALL admins. I was lucky that I saw the dot on the "What's New" icon, but most of my team does not look at that. I'm sure there are many more who will miss this if all that is done is an in-app notification.

A breaking change like this calls for an email direct to all administrators to make sure that they are aware and make the change in time. This is not "By the way, we added new functionality." This is "make this change, or things will break." That requires multiple forms of communication, and multiple rounds of communication.
- Cancel
- Vote Up +1 Vote Down
- Sign in to reply
- More
- Cancel
Greg121 10 days ago in reply to joeybrown

Ok, thank you!
- Cancel
- Vote Up 0 Vote Down
- Sign in to reply
- More
- Cancel