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.

See Manage computer warranties.

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.

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.
On February 21, 2025, SolarWinds moved the release date of Phase 2 from March 2 to 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.