Discover the new release with insight from our product team: Recap: Service Desk — September 15 New Feature Pre-Release.
Newest product updates:
Choose the right foundation for each Process Integration
Plan Type: All Plans | Status: General Availability
Service Desk now gives admins more flexibility when creating and managing Process Integrations. The updated index page includes search, filtering, pagination, column resizing and reordering, mass actions, and a Template column that makes it easier to understand how each integration was created.
The creation workflow now starts with a Type selection step. Teams can continue using the Custom API type when they need full control over methods, headers, and payloads, or choose an application-specific type for a more guided, action-based setup. Existing stateless Process Integrations will be assigned to the Custom API type automatically. To learn more, visit Process integrations.
Bring Microsoft Teams actions directly into your workflows
Plan Type: Advanced and Premier | Status: Labs
Service Desk now includes a built-in Microsoft Teams Process Integration with simplified, out-of-the-box actions for connecting workflow automation to Teams. Admins can create channels, add members to a team, and update channel details. Meeting actions also support creating and scheduling meetings, retrieving meeting details, and working with attendance, recording, and transcript information where available.
These capabilities support practical workflows such as creating a Teams war room for a major incident, starting a meeting from a ticket and pulling the transcript back into the ticket, or scheduling a stakeholder update meeting directly from a ticket. Because this is a Labs release, the built-in integration is available as an early-access capability for teams that want to explore these workflows and provide feedback. For more information, see Setup: Labs – Built-in integration for MSTeams.
Make asset check-out and check-in easier to manage
Plan Type: All Plans | Status: Labs
This phase of Asset Checkout and Check-in introduces filtering across checkout details, including check-out date, Checked out to, Checkout status, condition, expected return date, and notes. This makes it easier to find assets based on the information most relevant to a team’s workflow.
We also added Asset Checkout and Check-in adds a checkout history table and configurable notifications for asset returns. Admins can set when users are reminded that an asset is due back, how often overdue messages are sent, and whether the user’s manager should be included. IT teams can also receive summary emails showing assets coming due and overdue assets on a schedule such as daily, weekly, or monthly. For more information, you can visit Setup: Computer Check-out & Check-in.
Build index views around the work that matters most
Plan Type: All Plans | Status: General Availability
Service Desk now gives teams more flexibility to choose which columns appear in their index views. Fields that were previously included by default can be unchecked when they aren’t relevant to a team’s day-to-day work, creating more space for the system and custom fields that matter most.
This update applies across many Service Desk indexes, including Incidents, Problems, Changes, Releases, Solutions, Service Catalog, CMDB, Computers, Printers, Mobile Devices, Other Assets, Tasks, Contracts, Purchase Orders, Vendors, Compliance, and Inventory. The primary field used to open each record remains available, while other columns can be customized. Existing saved views are not changed automatically, so customers can continue using their current views while creating new views that better match their needs. For more information, you can visit List view: Edit columns.
Additional feature updates
Big features aren’t the only thing we’re focused on. This release also includes several smaller, deliberate updates aimed at making the everyday parts of Service Desk feel a little easier. They may not be headline features on their own, but we intentionally included each one because it addresses a specific need. Here’s a quick rundown:
- Firewall is now available as a network device category, giving teams a more complete way to classify discovered network devices and organize them according to their environment.
- The Mobile 3.5.4 update is also included in this release cycle for customers using the Service Desk mobile app.
Final thoughts
We’re excited for you to explore these new features. For a centralized guide on how to configure and use everything in this update, please check out the full release notes.
And, if you’re not a SolarWinds Service Desk customer yet, sign up for a free trial, available to you for 30 days to experience all our Premier plan has to offer.
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