Documentation forSolarWinds Service Desk


This feature provides a powerful, yet easy way to trigger actions or escalation points, based on parameters of incoming data or comments made within SolarWinds Service Desk. With an IFTT (if this, then that) principal, each automation can be activated and deactivated at any time.

The automation screen will populate, as you begin to create automation rules.

Use Cases

  1. When an Agent enters a ‘public’ response, the state can automatically update to “Awaiting for customer”.  Once the Requester responds, the status will change to “open”.

  2. Automation of tickets entering the system: e.g. When an incident is entered in Orion, key words in the text can trigger routing to the appropriate team and/or individual. You can set priorities etc. via the use of key words and regular expressions. 

  3. Utilize the custom fields to trigger priority based upon custom impact and urgency field combinations

How to

To create a new automation rule:

  1. Navigate to your Setup menu and select Service Desk
  2. Click on Automation Rules

  3. The Index page displays all rules created.
  4. To add a new Automation Rule click the icon.

Here you can define the scope of conditions that will be met, in order for your automated actions to take place.

Look at the example below:

This rule defines that all incidents created for the EMEA region, and meet the conditions:

  • Site: Shelby
  • Category: Hardware

will be met by the automated action of reassignment to Janet Perez.

Review the list of components for creating automation rules and begin exploring with rules relevant to your organization.


Creating automation rules begin with defining your trigger. What is the catalyst that prompts an automation rule to run?  Consider what actions could be automated to help streamline processes.  The available triggers include:

  • Object created - this trigger hones in on the creation of a new incident, request or change in your service desk.

  • Comment added - the automation is triggered by the addition of a new comment to an incident, service request or a note on a change.

  • Object updated - this trigger reviews all fields and automates based on the preselected conditions.


The scope narrows down which object the trigger will apply to. You can select from the dropdown menu:

  • Incident/Service Request

  • Change


Once your trigger has been defined, you can move to establish your parameters. Conditions can range from specific keywords, custom fields or attributes (like priority, state, etc.) among others.  When adding additional layers to your parameters, your operators between conditions can be AND/OR.


The action(s) behind your automations are initiated when the defined conditions are met. You can take actions such as altering the priority, reassigning ownership, relaying notifications and more. There is no limit to the number of actions within a rule.

Make sure to click the icon to keep the new information entered.