Delayed Visibility of Incidents in the Service Desk UI

Update timeline

1. identified Jul 07, 2026, 03:59 PM UTC

   We are currently investigating an issue affecting SolarWinds Service Desk, where incidents created via email are being submitted successfully, and confirmation messages are being sent, but the newly created incidents may not appear on the Incident Index page. Our team is actively working to identify the root cause and restore normal visibility as quickly as possible. We will provide another update as soon as more information becomes available.

2. investigating Jul 07, 2026, 04:23 PM UTC

   We are continuing to investigate an issue in SolarWinds Service Desk where new incidents may not appear on the Incident Index page, despite being submitted successfully and generating confirmation messages. Our team is working to identify the cause and restore normal visibility. We will share another update as soon as more information is available.

3. identified Jul 07, 2026, 04:57 PM UTC

   We have identified the root cause of the issue affecting SolarWinds Service Desk, where new incidents may not appear on the Incident Index page despite being submitted successfully. We will share another update as soon as more information becomes available.

4. monitoring Jul 07, 2026, 06:00 PM UTC

   A fix has been deployed to remediate the issue affecting SolarWinds Service Desk, where new incidents may not appear on the Incident Index page despite being created successfully. We are continuing to monitor the service closely to ensure normal visibility is fully restored.

5. resolved Jul 07, 2026, 07:00 PM UTC

   After an extended period of monitoring, SolarWinds Service Desk is now operating normally. At this time, we consider the incident resolved. Should you require any additional assistance or experience any further issues, please contact us at [email protected].