SolarWinds Service Desk December 2024 release notes
Released: December 8, 2024
Updated: December 12, 2024
These release notes describe the new features, enhancements, improvements, and fixed issues in SolarWinds Service Desk (SWSD).
If you are looking for earlier release notes for SWSD, see Previous release notes.
New features, improvements, and enhancements in SWSD
Enhancements to Process Integrations
SolarWinds enhanced Process Integrations. Changes affect multiple parts of the application. Links to documentation for each are provided.
SolarWinds introduces bi-directional Process integrations
SolarWinds introduced support for bi-directional integrations via the Process Integration in workflows. To support the most common third-party integrations, new functionalities are available. See Use data retrieved from third-party applications in workflows.
Response parsing capabilities allow you to handle response strings or objects from the invoked service. You can now gather information through an API call and use it as JSON-formatted data in your workflow processes to update SWSD records. You can also store response data to be used in subsequent workflow steps such as conditions or email notifications. See Use data retrieved from third-party applications in workflows.
OAuth 2.0 authentication is available in process integrations
To enhance security in process integrations, SWSD now supports the OAuth 2.0 authentication method. See OAuth 2.0 on the Credentials page.
Improved troubleshooting and debugging ability with availability of complete JSON response for Process Integration failures
You can more easily troubleshoot and debug process integration errors by reviewing the complete JSON response to the error, which you can include in email notifications. Optionally, you can manually download the complete JSON response text. See:
Additional improvements to Process Integration configurations and Credentials
Ability to create credentials for process integrations and use them across multiple integrations
See Credentials and Process integrations.
Settings for HTTP Method, number of Retries, and Headers are now available in process integration configurations
These settings can be applied to a workflow by selecting the integration. This allows you to use the settings across multiple workflows. See Process integrations.
Navigation for Credentials was moved
All credentials moved to Account > Credentials. This includes credentials for Discovery & Assets and Process Integration.
Existing Process Integration definitions were automatically migrated to the new location for improved consistency and management. The Description field for each auto-generated credential includes a migration statement.
See Credentials.
Process integration headers now support field variables
You can use variables for custom field inputs in headers. See Use custom field variables in headers.
Changed the way you add widgets to the dashboard
SolarWinds You can now add widgets to the dashboard by clicking Dashboard in the side navigation panel. This allows you to easily search and add multiple widgets at a time. See Dashboard widgets.
Certificate management was moved
All certificate management is now available at Account > Certificate Management for ITSM customers, making it easier manage certificates. See Certificate management.
New CC notification toggle for applicable notification templates
SolarWinds added an option to notification templates that did not previously have the option before. The option allows you to control whether CCed users receive notification.
Updated documentation regarding agent availability for round-robin assignment queue
Removed statement regarding what occurs when an agent is signed out due to inactivity and then signs in again.
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