Documentation forSolarWinds Incident Response

SolarWinds Service Desk

SolarWinds Service Desk is a cloud-based and AI-powered IT service management (ITSM) platform built to maximize productivity and accelerate resolution with lightning-fast time to value.

Route detailed alerts from SolarWinds Service Desk to the right users in Incident Response.

Using SolarWinds Service Desk as an Alert Source

  1. Navigate to Services -> Service Overview -> select or search for your Service. Expand the accordion -> In the Alert Sources section, click Add.

  2. Select SolarWinds Service Desk. Copy the displayed Webhook URL to configure it within Service Desk. Finish by clicking Add Alert Source -> Done.

When an alert source turns Active, it’ll show up under Configured Alert Sources, you can either generate a test alert from the integration or wait for a real-time alert to be generated by the Alert Source. An Alert Source is active if there is a recorded incident via that Alert Source for the Service.

Create a Incident Response Webhook Alert in SolarWinds Service Desk

After enabling this feature in Labs, navigate to Setup > Integrations > Incident Response to complete configuration. ESM customers can navigate to IT Service Provider > Setup > Integrations > Incident Response configure specific actions related to automation rules.

  1. Under Incident Response Integration, enter your organization's Incident Response account URL. After you enter the URL, the Active pill at the top displays green. Once Active, you can deactivate at any time by clicking Deactivate to the far right.

  2. Notice the actions supported for use in automation rules:

    • Create Alert: Creates a new alert in Incident Response when an incident or service request ticket is created in Service Desk.

    • Resolve Alert: Resolves an alert in Incident Response when an incident or service request ticket in Service Desk is closed.

  3. Under Incident Response Integration Active, click Setup Automation Rules. Optionally, you can navigate to Setup > Service Desk > Automation Rules to set up. (ESM service providers can navigate to Service Provider > Service Desk > Automation Rules).

  4. Select which action you want the rule to perform (either Create Alert or Resolve Alert). You can then see the webhook payload, which identifies the information Service Desk sends to Incident Response to trigger the create or resolve action. The Incident Response Integration can be used only once per automation rule.

That's it, you are good to go! Your SolarWinds Service Desk integration is now complete. Whenever Service Desk fires an alert for a ticket, an incident will be created in Incident Response for it. Also, when the ticket is closed in Service Desk, the corresponding incident gets auto-resolved in Incident Response.