Documentation forSolarWinds Service Desk

SolarWinds Service Desk April 2023 Release Notes

Release date: April 19, 2023

Updated: April 20, 2023

These release notes describe the new features and improvements in SolarWinds Service Desk (SWSD). In addition, they provide information about upgrades and detailed workarounds for known issues.

If you are looking for earlier release notes for SWSD, see previous release notes.

New features

  • Virtual Agent. The SolarWinds Virtual Agent is a conversational, 24/7, self-service chatbot that uses artificial intelligence (AI) technology to solve users’ ordinary issues without service desk interaction. See Virtual Agent.

  • Runbooks for incidents. Administrators and service agent users can document and standardize troubleshooting and resolution steps that are stored in an automated workflow in a central location so they can be reused and attached to incidents. See Runbooks.

  • Test service catalog process workflows. Service catalog process workflows can easily and efficiently be tested before implementation. See Workflow test mode.

  • Enhancements to user impersonation. Improved visibility of and increased security for administrators impersonating users. See User impersonation security features.

  • In-line editing of ticket categories and subcategories on index pages. When a user is performing an in-line edit on an index page, the agent no longer has to enter the ticket to make edits for mandatory fields, categories, or subcategories. Instead, the agent will see a pop-up that allows instant editing. See Incidents index table.

  • Request Count column on the Service Catalog Items index page. From the Request Count column, you can see the number of times a catalog item has been requested. This can help you identify your most popular catalog items and catalog items to retire. See Service catalog.

  • Auto-save of rich text. SWSD's new auto-save feature saves any text written in a rich-text box when users create new comments or objects and then leave the tab or page without saving. Auto-save allows them to return and pick up where they left off. See Auto-save.

  • New SolarWinds Service Desk package names and feature availability. SolarWinds has changed the Service Desk package names from Business to Essentials, Professional to Advanced, and Enterprise to Premier. All Teams customers are being upgraded to the new Essentials package. The Teams package is being removed from our offerings. See the feature comparison table.

    In addition, multi-factor authentication (MFA) is available to all customers. See Login policy.

    Virtual Agent capabilities unique to the Premier package are planned for release in early May 2023.

  • API limit enforcement. SolarWinds begins enforcement of API guidelines on April 19, 2023. Limits are 1000 calls/minute for Advanced customers and 1500 calls/minute for Premier customers. See API documentation.

  • Deprecated TLS ciphers. SolarWinds deprecated support for unsafe ciphers with TLS 1.2.

  • The design of notes for private comments changed to an icon with a tool tip. The design of the note identifying private comments has changed to a more subtle design.

If you have any issues or bugs related to the released features, open tickets via the SolarWinds Portal or by emailing technicalsupport@solarwinds.com.


Legal notices

Return to top

© 2023 SolarWinds Worldwide, LLC. All rights reserved.

This document may not be reproduced by any means nor modified, decompiled, disassembled, published or distributed, in whole or in part, or translated to any electronic medium or other means without the prior written consent of SolarWinds. All right, title, and interest in and to the software, services, and documentation are and shall remain the exclusive property of SolarWinds, its affiliates, and/or its respective licensors.

SOLARWINDS DISCLAIMS ALL WARRANTIES, CONDITIONS, OR OTHER TERMS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON THE DOCUMENTATION, INCLUDING WITHOUT LIMITATION NONINFRINGEMENT, ACCURACY, COMPLETENESS, OR USEFULNESS OF ANY INFORMATION CONTAINED HEREIN. IN NO EVENT SHALL SOLARWINDS, ITS SUPPLIERS, NOR ITS LICENSORS BE LIABLE FOR ANY DAMAGES, WHETHER ARISING IN TORT, CONTRACT OR ANY OTHER LEGAL THEORY, EVEN IF SOLARWINDS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

The SolarWinds, SolarWinds & Design, Orion, and THWACK trademarks are the exclusive property of SolarWinds Worldwide, LLC or its affiliates, are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other SolarWinds trademarks, service marks, and logos may be common law marks or are registered or pending registration. All other trademarks mentioned herein are used for identification purposes only and are trademarks of (and may be registered trademarks) of their respective companies.