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 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.