Documentation forSolarWinds Service Desk

SolarWinds Service Desk June 2024 release notes

Release date: June 9, 2024

Updated: June 23, 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, enhancements, and improvements

  • Update records using CSV files

    ITSM administrators and ESM service provider administrators can now update records via comma separated value (CSV) files. Previously mass updates could only be performed via the user interface and API. Using CSV import and update, you can map an existing SWSD field to a Unique Identifier field in your CSV. If SWSD finds a data match, it will update your record instead of import it. Records that can be updated via CSV are computers, users, incidents, mobile assets, other assets, and solutions. See CSV file imports, updates, and exports.

  • Dynamic form rules index page improvements

    You can now edit a view of the dynamic forms index page by adding filters, sorting options, and changing column appearance. See List view.

    You can also change the order of rules by changing the number of the rule displayed in the first column of the index page. See Change the order of dynamic form rules.

  • Automation rules improvements

    • Add custom operators to automation rules conditions

      You can now create custom operators between automation rules conditions, in addition to using AND and OR operators.

      The default operator has changed from OR to All the conditions.

      Existing automation rules retain the same conditions and their functionality is not affected.

      See Conditions.

    • Trigger an automation rule on any update to a specific field in the object

      You can create an automation rule that is triggered by any update to a custom or system field. You don't have to create a condition that identifies whether it is a change based on a current value in a field, or whether the change specifically updates a value from or to a specific new value. See Trigger.

  • Incident and service request response templates

    You can use Response Templates to help standardize your organization's communications and increase agent efficiency when they enter comments in tickets. Administrators and agents can create and save response templates for use in incident and service request tickets. Administrator-created response templates are saved at the ITSM or service provider level and are available for all agents for that service provider to use. Agent-created templates are saved as Personal templates and are available only to that agent. See Response templates.

Released June 9, 2024

  • Automation rules index page improvements

    You can now edit a view of the automation rules index page by adding filters, sorting options, and changing column appearance. See List view.

    You can also change the order of rules by changing the number of the rule displayed in the first column of the index page. See Change the order of automation rules.

  • Add incident status when creating incidents via API

    You can now create a new incident ticket in any state via API. See API concepts for more information.

Fixed issues

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Ticket number Description
26995

When email notifications triggered by an automation rule contain private comments, SWSD restricts visibility of those private comments to only administrators and service agent users.

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

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