Service Desk 2025 release notes
These release notes describe the new features, improvements, and fixed issues in Service Desk.
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For each year's release updates, see: 2024 releases — 2023 releases — 2022 releases — 2021 releases — 2020 releases — 2019 releases
March 16, 2025
release notes
New features and improvements in Service Desk
SWSD moved to a new email service provider
SolarWinds moved Service Desk email services to a new provider. This change enables our support teams to better monitor and support emails issues. SolarWinds is also taking a stricter approach to security and what is allowed via Service Desk if we are not authorized to send on your behalf. Email authentication is now required to ensure all email features work.
Customer action required: If you did not authenticate before March 16, 2025, you need to do so now. After authenticating, you can set up a new reply email address and enable personalized email names.
If, after authenticating, you do not see the options for reply email address and personalized email names, contact SolarWindsTechnical Support.
Improvements to Virtual Agent Cognitive Analytics
More options are available to help you see the information you need and navigate to that information in the Virtual Agent Cognitive Analytics console. See Tile button optionsand Filter or export.
You can use tile buttons to:
- Get more information about options available in tiles and widgets.
- Switch the display of a tile or widget between Graph view and Table view.
- Automatically jump from a widget to the correct Rate Drivers tab.
You can also now export data using one or both of these options: Resolve Dump and Unresolved Queries Dump.
Ability to use automation rules on Satisfaction Survey results
SolarWinds created a new automation trigger named Satisfaction Survey Submitted. You can use the new trigger in automation rules to quickly react to feedback (negative or positive) from default and custom surveys responses. For example, based on the feedback rating, you might want to request additional information from the survey responder, send an email to the original ticket assignee, create a new ticket, change the ticket state, or update the incident.
See Satisfaction surveys and Automation rules.
New labels for condition fields in automation rules
All incident, change, and asset fields, including both system and custom fields, have labels you can see when building conditions in automations rules. See Labels on incident and change fields.
Improved filter results for people searches
When a filter is used to display user accounts with a search parameter, the filter now provides results that match only to the content in the user record's Name field. Previously Service Desk would also match to other fields in the user account, which could result in incidental matches.
Enhancement to suggested solutions, draft responses, and resolutions
Users can now begin typing text into a ticket comment, draft response, or ticket resolution, and then click the Generate button. Service Desk then appends the content of the text area by adding the AI generated text. Manually typed text is not replaced. Users can then edit as needed before posting the comment, response, or resolution.
Previously, clicking the Generate button would remove manually typed text and replace it with generated text.
Automatic regeneration of suggested solutions
When an assigned category changes or details in an incident change, Gen AI now automatically generates a new suggested solution. This feature is available to all customers who enabled the AI Suggested Solution & Draft Response option in GenAI settings.
CVEs
SolarWinds would like to thank our Security Researchers below for reporting on the issue in a responsible manner and working with our security, product, and engineering teams to fix the vulnerability.
The issue below was resolved with a fix deployed on January 28, 2025.
| CVE-ID | Vulnerability title | Description | Severity | Credit |
|---|---|---|---|---|
| CVE-2025-26393 | Service Desk Broken Access Control Vulnerability | Service Desk is affected by a vulnerability where unauthorized authenticated requesters can override ticket states, potentially redirecting ticket flows and changing process behavior. | 5.4 Medium | Seif Abdelwahid |
February 16, 2025
release notes
New features and improvements in Service Desk
Implemented Phase 2 of filterable, sortable, and searchable custom fields
Phase 2 implementation of the ability to filter, sort, and search custom fields is effective as of February 16, 2025. Phase 1 was previously announced in November 2024.
-
No changes occurred for customers who previously configured their filterable, sortable, and searchable custom fields.
-
Customers that have not configured those fields will not be able to filter, sort, or search any custom fields.
See Configure custom fields to be filterable/sortable and searchable.
Customers can enable broadened search scope for suggested solutions in Labs
When you enable this GeAI enhancement in Labs, Service Desk can search incident solutions and knowledge base articles before offering a suggested solution. Previously, suggested solutions searched only closed tickets. See Setup: Labs and Suggested solutions and draft responses.
Improvements in warranty management
Improvements include:
- The ability for administrators and agents to easily identify and map warranties in the Unknown state, enabling timely updates to missing dates.
- Complete visibility into the warranty lifecycle, reducing the risk of unnoticed expired warranties.
- The ability to add prompt actions to address expired warranties, which help you avoid delays in warranty-related claims or actions.
- A streamlined process for tracking and managing warranty statuses, improving overall workflow efficiency.
Feature #19 Use custom fields in Power BI
SolarWinds added the ability to use custom fields in Power BI. See Add custom fields to Power BI tables.
Ruby upgrade for Windows and Linux Discovery agents and scanners
SolarWinds upgraded Ruby to version 3.3 for Windows and Linux Discovery agents and scanners.
Although agents will automatically update over time, you can download the latest version by navigating to Setup > Discovery & Assets > Installation.
January 12, 2025
release notes
Updated February 21, 2025
New features and improvements in Service Desk
Customer action is required: Service Desk is moving to a new email service provider
SolarWinds is moving Service Desk email services to a new provider. This change will enable our support teams to better monitor and support emails issues. SolarWinds will also take a stricter approach to security and what is allowed via Service Desk if we are not authorized to send on your behalf.
Settings that will change with the implementation of a new email service provider
For sent emails:
- Setting a reply email address will require email authorization.
- Personalized email names will be split into two different features:
- Personalized email names: The email FROM address will change to the agent’s name.
- Personalized email addresses: The email FROM address will change to the agent’s email address.
What functionality is changing
| Current functionality | New functionality |
|---|---|
| You can set a reply email address to any address, even if you do not own that domain. | You can only set a reply email address after you authenticate the domain with Service Desk. |
| You can set a reply email address that sends notifications on behalf of your agents. Those notifications include their name and email address. | You can only include the agent’s name in the FROM field if you authenticate your domain with Service Desk After the domain is authenticated, you can change the FROM email address to that of the agent. |
What customer action is required
SolarWinds will make this change to a new service provider by using a two-phased approach. Customer action will be required when Phase 1 begins so that the transition in Phase 2 goes smoothly.
- Phase 1 begins January 12, 2025.
- Phase 2 will release March 16, 2025.
In the time available between Phase 1 and Phase 2, SolarWinds encourages you to authenticate your domain with Service Desk. For more information, see: Service Desk is moving to a new email service provider.
Data masking is available for custom fields
Data masking for custom fields is available in Labs with the Premier plan. See Setup: Labs.
Service statistics data is available for change records
Similar to the service statics available for incidents and problem records, you can now see service statistics for change records. You can track and measure key events that occur during the change’s lifecycle, such as state and assignee changes. You can also monitor the time spent in each stage of a change.
The service statistics for change records data is also available via CSV and XML exports, and through API.
See Service statistics.
New filters are available for time-centric reports
Using new filters available for time-centric reports, you can now glean more specific information in your reports. New timestamp filters let you view data for specific time frames while new user filters let you see information such as tickets created by, resolved by, or closed by specific users. Affected reports are:
- Service Statistics Over Time
- Advanced Service Statistics Over Time
- Service Statistics Breakdown
- Advanced Service Statistics Breakdown
New filters are:
- Created at
- Updated at
- Resolved at
- Created by
- Resolved by
- Closed by
My Account is now Profile
The My Account page was renamed to Profile. Agents navigate to their avatar and select Profile to see and edit their personal settings. To support ESM customers, SolarWinds also added a new Provider Preferences tab to allow ESM users to set their preferences for the specific service provider. Only ESM users can see the new tab. See General features and navigation for agents.
GenAI is available in the AU
All GenAI features are now available for all AU customers. See SolarWinds AI: Generative AI.
SolarWinds switched MS Teams to a Cloud adapter
Service Desk moved MS Teams to a Cloud adapter (UG ver.) to support the Virtual Agent.
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