Documentation forSolarWinds Service Desk

Application Integration

There are numerous benefits to automating workflow processes. For example:

  • Increasing agent productivity by removing manual tasks
  • Streamlining process within the organization
  • Much more

As part of a Service Catalog workflow, you can seamlessly include Application Integrations to push out API calls to external sources and the internal Samanage API. As part of the API call, you can include Variables of the relevant Service Request. The Variables are written in the form of {{variable name}} or {{context_id}} within the body, and they are replaced with their values prior to the command being sent.

Here's a list of variables:

Variable Form
Requester {{requester_email}}
Site {{site_name}}
Site API ID {{site_id}}
Department {{department_name}}
Department API ID {{department_id}}
Service Request ID, respectively, of the Incident {{context_id}}
Any Service request variable, for example: first name, title {{first name}}, {{title}}
Incident number {{incident_number}}
Service Request Variable for User: Name {{user-var.name}}
Service Request Variable for User: Email Address {{user-var.email}}
Service Request Variable for User: User ID {{user-var.user.id}}
Service Request Variable for User: Group ID {{user-var.id}}

Use Cases

Below are several examples utilizing variables to improve your Service Request Workflows. Click on any of the links below to go directly to the topic of interest or review all.

  • Add CC

  • Post private or public comments

  • Update the state

  • Create an Incident/Change and relate the originating Service Request

  • Reassign the Service Request
  • Create a Purchase Order and link the Service request

  • Create an asset and link the service request and the requester
  • Map Variables to Custom fields

Add CC

Add one or more CCs to a Service Request

Body Language Options

XML

Copy
<incident><cc type= "array"><cc>example@samanage.com</cc></cc></incident>

JSON

Copy
{
"incident": {
 "cc":["Assignee@samanage.com"]
}
}

Post private or public comments

You can add an automated Private and/or Public comment to the Service Request after a task or approval is completed. This can be used to update the Service Agent or Requester regarding any comments made.

Update the state

After a comment is sent:

  • You can automatically change the state of the Service Request
  • Change the status to
    • Awaiting approval (when relevant)
    • Approved
    • Declined (after the approval is addressed)

Create an Incident/Change and relate it to the originating Service Request

You can automatically trigger the creation of an ITSM object (Incident, Problem, Change, or Release) and relate the Service Request to the ITSM object.

This is beneficial when you want to create a Change (after it is approved by the CAB).

In the Application Integration, use the {context_id}} variable in order to relate the Service Request to the ITSM object.