Asset Check Out / Check In is available in Labs

The Computer Check-Out and Check-In feature lets teams mark computers as available for lending, check them out to users, track expected return dates, identify overdue devices, and check devices back in when returned.

• Added Computer Check-Out and Check-In to help teams manage lendable computer assets, including the ability to manage assignment, expected return dates, and overdue tracking.

• Added setup controls for check-out reasons, conditions, and default duration, along with safeguards that prevent the feature from being turned off while computers are still checked out.

See Setup: Labs—Computer Check Out / Check In. Administrator setup is required.

Built-in Slack process integration is available in Labs

Advanced and Premier customers can easily use real-time ChatOps workflows through Service Desk's built-in process integration with Slack. Users can build ChatOps workflows to support use-cases like alerting on-call engineers, spinning up incident war rooms, alerting approvers, and other use-cases through this integration. See Setup: Labs—Built-in Process Integrations.

Built-in process integrations in Labs: Map integration response fields to Service Desk fields

Built-in process integrations can now share information in both directions. Advanced and Premiums accounts could previously only map Service Desk output fields to a target product's (application) request fields. Now they can also map the application's response to Service Desk fields. This new feature allows administrators to set up sequential provisioning and handle errors.

See Setup: Labs—Enable Output Variable Abstraction.

Attach multiple files at the same time

When adding attachments to any object in Service Desk, you can attach multiple files in one click. Each individual file is limited to 25MB. If in a group of files one is over 25MB, Service Desk will upload all the files under 25MB and the system will flag the file that exceeds the size limit.

Embed from a wide range of video services

SolarWinds expanded the list of video services you can use when embedding video in a rich-text field. The list now includes videos from Loom, Google Drive, Wistia, Dailymotion, Dropbox, LinkedIn, and more.

See Rich-text editing.

Task management v2 is available

The new Task Management v2 experience in Service Desk introduces a dedicated, scalable task object and task index page designed to give agents, managers, and executives clear visibility into all work associated with incidents, problems, changes, releases, configuration items, and more. See Task management documentation and a showcase video for more information.

Task Management v2 benefits

Here are some great benefits of Task Management v2:

• Dedicated task workspace: Agents can open and manage tasks as first-class records with their own details, assignment, status, and related information.

• Task-specific comments: Teams can collaborate directly on the task, helping keep task discussions separate from the source record when appropriate.

• Multiple task states: Tasks can now move through a clearer lifecycle, including New, Assigned, In Progress, On Hold, and Completed.

• Unique task numbers: Tasks and approvals now include unique identifiers, making it easier to reference specific work items and track progress.

• Improved filtering, sorting, and reporting: Teams can better analyze workload and bottlenecks based on task state and assignment.

• Centralized task index: Users have a single place to view and manage the tasks available to them.

• Task preview from the index: Users can preview task details, comments, due dates, and source information directly from the task index.

• Easier reassignment: Assignee and group assignment can be updated from more places in the experience, simplifying task hand-offs.

• Task-specific permissions: Users can more consistently access tasks they are assigned to, cc'd on, or mentioned in.

• Source details: Task assignees can view high-level information from the related source record, even when they do not have access to open the full source object.

• Task relationships across records: A single task can be related to multiple records, reducing duplicate work and improving visibility across connected items.

• Ad hoc tasks: Teams can create standalone tasks that are not tied to an incident, service request, or change.

• Task audit history: Teams can review key actions taken over time on a task.

• Expanded reporting foundation: Your service desk can benefit from a richer reporting lifecycle through service statistics and time-based task data.

• Migration without workflow rebuilds: Existing task-generating processes and workflows continue to work after migration, reducing disruption during adoption.

Task migration is required for Task Management v2

Task Management v2 requires a migration of all your existing tasks. SolarWinds strongly recommends that administrators and account owners read Task management in its entirety before beginning a migration to Task Management v2.

Protected credentials

All sensitive information related to credentials are now hidden on every Service Desk screen. The first time a user enters sensitive information for a credential, that information is visible to the user. After the credential is saved, the sensitive information is immediately masked and visible only as a set of asterisks.

See Credentials.

Granular control over data masking in Labs

SolarWinds has added granular control over data masking in Labs. You can now configure Service Desk to mask by scope and by data type. First, you decide on scope:

• Attachments
• User input

After deciding on scope, you decide on what type of data to mask for the scope.

• PII/PCI
• PHI

See Labs: Data masking—enable granular data masking.

All Assets index page in Labs

The All Assets index page in Labs provides a unified view of all your hardware, mobile devices, printers, network devices and other assets in a single, consolidated list—making it easier to search, filter, and manage your entire asset inventory from one place.

After enabling in Labs, you can navigate to Assets > All Assets.

This new index page provides better visibility on the assets you have across your organization. You can filter the page on key elements, such as status and type. When filtering by type, other assets are now identified by their specific type, for example, external hard drive, firewall, or headset, based on the asset types created by your organization.

See Setup: Labs - All Assets.

Accessibility improvements

SolarWinds improved accessibility for screen readers and other functionalities.

Embed video from a wide range of video services

SolarWinds expanded the list of video services you can use when embedding video in a rich-text field. The list now includes videos from Loom, Google Drive, Wistia, Dailymotion, Dropbox, LinkedIn, and more.

See Rich-text editing. Use rich text when editing directly from the Incident. Click the grey text icon in the lower right to display a toolbar you can use to format content in the Description field.

New ability to customize SLAs

You can now set an SLA to measure from the point where the scope of the SLA is met, for example, when a ticket is assigned to a technician. You can also set an SLA to reapply a policy every time a ticket re-enters same SLA's scope, for example, a change in status, priority, or assignment.

See Service Level Management: Customize the SLA.

Built-in process integration for Docusign in Labs

Automate signature workflows easily through Service Desk's built-in process integration with Docusign. Users can perform multiple actions related to HR onboarding and vendor management. See Setup: Labs.

Mobile app v 3.5.2

Mobile app version 3.5.2 is available. It includes bugfixes and technical improvements. This version is available to iOS version 13.4 (and later) and Android OS version 6.0 (and later).

In Labs, add layout elements to and control field name truncation in forms

Form layout elements

When creating or editing a form, designers can add one or more layout elements to add visual separation on a form and group information in a way that makes it easier for people to read and follow.

The form layout elements include a title area, a separator/divider, and a title separator. They can be added to out-of-the-box forms and custom forms for change catalog and service catalog items. Form layout elements are not currently available for users, computers, contracts, groups, mobile devices, or other assets.

Field name truncation control in forms

Field truncation allows you to control how many lines of text the name of a field can use on a form.

See Setup: Labs.

Simplified but flexible SLA scope builder

Take advantage of the new SLA scope builder, which looks and behaves like the automation rules conditions section. This new feature offers precise, multi-field, and custom-field-based SLA scopes. In addition, changes to ticket structure (for example, new fields, ESM providers, and custom attributes) can be used immediately in SLA scopes.

Audit logs will record a one-time entry per SLA at the time of the migration from the existing Define Scope method to the conditions-based scope.

See Service level management Define Scope.

Agents can set preferred notification methods

Agents can now set their preferred notification method(s) for each notification type by navigating to their profile, then Notifications. They can choose one or more method of delivery (Email, Slack, and/or Teams) for each specific notification.

See Your avatar dropdown menu.

New Help icon on Certificate Management setup page

A new clickable Help icon (?) appears on the Certificate Management setup page. When you click the icon, you access instructions on how to set up a new certificate.

See Certificate management.

Mobile app: Use shareable links for ITSM objects

Users can now share mobile app links that point to:

• Incidents/Tickets
• Tasks
• Solutions
• Changes

See Mobile application.

Approval requests and tasks can only be performed by the assignee

Service Desk now allows you to restrict who can approve an approval request and/or complete a task. By enabling the new Only the designated approver can approve setting, or the Only the designated task owner can complete a task setting, the action is allowed only if the user has an active session that matches the designated approver/task owner. This improvement helps ensure that approvals and tasks avoid regulatory, compliance, or process/procedure/policy problems.

When needed, via the web application, administrators can change an approver and any agent with access to a task can reassign the task.

In addition, individuals with administrator rights can change the approver/task owner and then complete the work. Changes are audited.

To take advantage of these features, an administrator must configure global settings. See Service Desk settings.

New global settings to better control the reopening of tickets

Administrators can now have more control over the reopening of tickets with two new global settings:

• Reopen Resolved Incidents: Enabling this option will reopen any incident in the resolved state when a new comment is added.
• Reopen Closed Incidents: Enabling this option will reopen any incident in the closed state when a new comment is added.

These two new settings replace the previous option, which was called Reopen Resolved/Closed Incidents.

• If you had the previous option set to On, both of the new settings are turned on by default.

• If you had the previous option set to Off, both of the new settings are turned off by default.

See Reopen Resolve Incidents and Reopen Closed Incidents.

Agents can set preferred notification methods

Agents can now set their preferred notification method(s) for each notification type by navigating to their profile, then Notifications. They can choose one or more method of delivery (Email, Slack, and/or Teams) for each specific notification.

See Your avatar dropdown menu.

Agents can ask AI to rewrite their comments and enhance the agent's tone

In Labs for Premier customers, with a single click, agents can have AI rewrite draft responses to be more clear and professional while preserving factual information. In addition, they can choose the tone (professional, empathetic, or friendly) for the drafted responses.

See Setup: Labs

Visualization of process workflows is available

In Labs, you can now view process workflows in text or a visual representation. You can easily switch back and forth from text to visual by clicking a button in the process workflow. Visualized workflows are currently read only.

Process workflows.

Group assignment in the mobile app

In version 3.4.0 of the mobile app, SolarWinds introduces Group assignment.

After updating to version 3.4.0 iPhone users will be required to log in to the app again due to iOS security changes.

See Mobile application and Group Assignments.

Active computers index page displays default filter

Users can now see the default filter used on the Active Computers index page. The filter excludes computers marked as Disposed, Duplicate, or Stolen. Users can edit the filter by clicking Edit View or Filtered By below the index page name.

See Active Computers index page.

Sandbox for Service Desk

Premier customers can now create a sandbox for Service Desk. The Service Desk Sandbox is a secure, isolated environment exclusively for creating and testing configurations in a non-production environment.

For more information, see Sandbox.

Attach runbooks via automation

A new option is available to attach or remove a runbook from an incident via automation rules. This removes the need for your agents to manually search and attach runbooks.

With with automations attaching runbooks, you can:

• Have a runbook waiting for your users to walk through predefined steps for troubleshooting.

• Have a runbook with process integrations auto-run on an incident to take an automated action. This can help either auto-resolve issues and or take precursor steps before your agents work the ticket.

• Replace the runbook assigned to the ticket if the conditions change (for example, a category change, custom field value change, site changes, or other changes)

This option is located under the Action dropdown in all automations for Incidents.

See Create an automation rule.

Enhanced workflow for key actions in core automation areas

SolarWinds released variable replacement capability in process integration payloads on January 13, 2026. We are now expanding that capability to key actions in process workflows and all automation rules.

This enhancement:

• Unlocks advanced automation use cases that require dynamic data transfer within Service Desk.

• Enables customized and context-aware notifications, reducing confusion and improving communication quality.

• Eliminates the need for external scripting or custom solutions to achieve dynamic field updates or conditional logic.

See Automation rules and Process workflows.

Improved calculation method for business hours

SolarWinds changed the way business hours are calculated in Service Desk. Now calculations are based on the business hours your organization configures in Setup > Account. For example, previously business hours were calculated based on a 24-hour day. If your business hours are set to an 8-hour day, calculations are now based on that 8-hour day. What previously looked like one business day (24 full hours) will look like three business days (3 x 8-hour day).

For example:

Where business hours are used for a metric, Service Desk shows the number of hours and does not convert that number into days.

• Assume business hours are Monday through Friday 8am - 5pm
• Ticket is opened on Wednesday at 3 pm
• Ticket is closed the next Tuesday at 2 pm
• This would display as 31 business hours (2+8+8+8+5)

Where business days are used for a metric, Service Desk shows the number of full business days and the number hours that do not constitute a full business day.

• Assume business hours are Monday through Friday 8am - 5pm
• Ticket is opened on Wednesday at 3 pm
• Ticket is closed the next Tuesday at 2 pm
• This would display as 3 business days + 7 hours [(2+8+8+8+5)/8]

See Business hour calculations.

Custom fields cannot be deleted or disabled if they are in an active automated workflow or integration

When someone attempts to delete or disable a custom field, Service Desk performs a dependency check that now looks for active references within automated workflows and integrations, in addition to previous criteria to search service catalog items, change catalog items, and custom forms. This improvement reduces automation failures and system instability.

See Custom fields.

Advanced plan customers can enable AI-powered ticket descriptions for resolutions

SolarWinds now makes available to our Advanced plan customers our AI-powered ticket descriptions for resolutions after a ticket is resolved. AI-powered descriptions for resolution summaries/case summarizations are limited to 250 per month.

• An administrator on an Advanced plan must enable the AI Case Summarization feature via system settings. If you don't have GenAI enabled, you have to enable it and then enable the AI Case Summarization feature.

• If your limit is reached during a single month, Service Desk notifies you via a message and AI-powered descriptions for resolutions will no longer be available for the month.

See Enable GenAI and AI Case Summarization.

Advanced plan customers can now add runbooks

Advanced plan customers can now add up to three runbooks per account. ESM customers can add up to three per service provider.

Runbooks document processes in an automated workflow, helping you ensure that repetitive tasks are standardized, error-prone, and performed on time.

Learn more about Runbooks.

Select the Intune field you want Service Desk to use in identifying asset ownership

You can now configure your Intune connection to identify which Intune field Service Desk should use to identify asset owners.

See Match Asset Owner to Intune Field.

Jira Multi-Connector integration

Advanced and Premier customers can connect and configure multiple separate Jira integrations so that different departments can escalate incidents to their respective Jira environments. For example, IT, Security, and Engineering could escalate their specific issue types to their own projects.

See Jira connectors.

Ticket forwarding now supports custom fields

Custom fields are supported for tickets forwarded from one ESM service provider to another. Forwarded tickets contain data for all custom fields when the field definition exists in the target service provider.

• If a ticket is forwarded containing data for a custom field not defined in the target service provider, the forwarding agent sees a warning that lists the missing field(s) before forwarding is complete.

• If data masking is enabled for the original service provider's account, data masking is preserved before ticket forwarding is complete.

For more information on ticket forwarding, see Incidents and Service Desk Settings: Cross Platform Settings.

Organization-level managed custom fields, custom forms, and dynamic rules

Organization-level administrators can now take ownership of and manage custom fields, custom forms, and dynamic rules created and previously managed by individual service providers. They can then make them accessible to the entire organization, ensuring a common definition used by everyone.

These enhancements allow:

• Standardized incident management via creation of a rule that dynamically displays a specific form for critical incident tickets, regardless of which service provider handles the ticket. The rule could trigger if a ticket were submitted with a P1 priority and High impact.

• Centralized change management through the use of a standard dynamic form rule for all major change requests across all service providers to ensure consistent data collection for audit and compliance purposes.

• Consistent problem identification via presentation of a dynamic form that collects specific details every time a problem ticket is created.

• Shared Service Desk processes and forms, which might include processes that require the collection of data such as asset type, location, and user information through a single form. For example, both the IT service provider and the HR service provider can use data collected through employee onboarding and offboarding forms.

For more information, see Sharing custom fields, Sharing custom forms, and Sharing dynamic form rules.

The blank dashboard widget now supports computers

The blank dashboard widget can now be used to create a widget specifically for computers. From there, you can slice and dice data in a way that is most useful to you and your organization. Previously it could be used only to display incidents.

See Blank widgets.

GenAI: Auto-generate a runbook from a solution

Premier plan customers can now generate service catalogs and runbooks from a Solution. This new feature lets you convert critical, validated procedures into a runbook that ensures an actionable, step-by-step guide for incident response and service operations.

Open the Solution from the Solutions index page and click Generate Process in the upper right. See instructions in Service catalog items and Runbooks.

Enhanced workflow automation: Dynamic variable support for process integrations

Process integrations within service catalogs, change catalogs, and runbooks now support the addition of variables. This allows users to pass context-aware values—including system fields, custom fields, and process fields (process fields available in change catalog only)—directly into the process integration configuration, enabling dynamic cross-platform orchestration.

See Configure dynamic input mapping for workflow process integrations.

Process integration is available as an action in automation rules

You can now add process integrations to automation rules. You first define the process integration, and then, in the automation rule add it as an action.

See Process integrations and Automation rules: Actions.

Process integration URL character limit increased

Process integration URLs used in Service Desk can now be up to 290 characters in length.

See Process integrations.

The Other Assets module is available in the mobile app

Version 3.3.0 of the mobile app is available for both Android and iOS. This version adds the ability to view and edit Other Assets in the mobile app.

See Mobile app: Download for instructions on how to download from the App Store or the Google Play store.

Self-service management for email suppression lists

SolarWinds is giving administrators greater control over email communications. You can now view and edit the suppression lists for your domains to identify and remove email addresses that may have been blocked due to previous bounces or complaints. This ensures higher deliverability for critical Service Desk notifications.

See Email settings: Suppression list.

In Labs: Incidents and service requests are renamed to Tickets

To better align with ITIL®, SolarWinds is changing the way we label certain items in Service Desk. Previously, all tickets were under the Incidents menu item, which led to confusion on what data was represented in the index. To resolve this confusion, we are changing the name of the Incident index to the Tickets index. This better aligns with the data shown on that index page (both incidents and service requests). In addition, we are adding a new filtering functionality. Easily accessible filters for the most used fields are available without the need to edit the view.

After enabling this feature in Labs, you can see that the left navigation label changed from Incidents to Tickets.

See Setup: Labs.

Filenames for attachment uploads are no longer case sensitive

Previously, file upload restrictions were case sensitive. Now, the file type extensions are not case sensitive, which allows for clearer control.

See Attachment settings.