SolarWinds Service Desk February 2024 release notes
Release date: February 4, 2024
Updated: February 18, 2024
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
Released February 18, 2024
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SWSD supports ESM certificate management. Certificate management offers flexibility to ESM customers who can now use any certificate they choose (wildcard, single domain, or multi-domain). See Certificate Management.
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Any requester who is listed as the owner of an asset can attach that asset to a ticket via the portal. In the service portal you can now associate specific assets with an incident, which lets service agent users see related assets from the incident ticket under Related Items. See New Ticket.
Released February 4, 2024
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ESM ticket forwarding. If someone opens a ticket with the wrong service provider, that ticket can be forwarded to the correct service provider. You can enable this feature in global service desk settings. See Incidents and Service Desk settings.
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Shared custom fields for ESM use. In a custom field, the new setting named Enabled In identifies for ESM customers whether the custom field can be use only at the organization level or by specific service providers. See Custom fields.
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Virtual Agent now supports ESM. When your customers connect to the Virtual Agent they are prompted to select the service provider they want to connect to. In addition, administrators of each service provider can now see their own information in Cognitive Analytics. See Service Portals for multi-tenant ESM customers and Virtual Agent Cognitive Analytics console.
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ESM customers with the Premier Plan are allowed an unlimited number of enabled service providers. The standard limit is 15. See ESM service providers.
Improvements
Released February 18, 2024
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API documentation updates.
- You can now use API to filter incidents hourly instead of only daily. This can be helpful for reporting analytics. See API Documentation - General Concepts: API filtering.
- API documentation now provides a list of all available incident fields and an updated incident response example.
- API documentation now properly identifies field names as custom_field_values instead of request_field.
Released February 4, 2024
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ESM service providers can use flexible domain names. If you are a an ESM customer, after migration you can configure your landing page URL to meet your business requirements. See ESM Migration: ESM URL.
Fixed issues
| Description |
|---|
| Resolved issue with some scanners not reporting back as of late November 2023. See Discovery scanner restart instructions. |
If you have any issues or bugs related to the released features, open tickets via the SolarWinds Portal or by emailing technicalsupport@solarwinds.com.
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