Microsoft Teams integration
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If you are an administrator, provide users with End-user instructions. Nothing else is required.
If you are an end user, skip to End-user instructions.
After end users have installed the application following the instructions in the end-user guidance, they can take full advantage of the integration between Teams and SolarWinds Service Desk. In addition to installation instructions, the end user guidance describes how to perform the actions listed below.
- Create tickets.
- View tickets.
- See ticket details in Teams.
- Resolve a ticket.
- View comments.
- View the full ticket details in SWSD.
- Add a comment.
- Choose to use the Teams mobile app to perform all the actions listed above.
When the end user clicks Login, a pop-up window opens. There the user can choose from any of the different authentication methods provided by SWSD. Users whose accounts are defined in multiple SWSD accounts must identify the relevant account (the account name is case sensitive).
Administrators need to provide users who have multiple accounts with the different account names. To locate an account name, navigate to Setup > Account > Account summary.
Every SWSD ticket identifies the origin of the ticket. That is, how the ticket was received. SWSD identifies Teams as the incident origin for all tickets created through Microsoft Teams.
You can use this value to understand which or how many tickets are created via the Teams channel. You can also use this value in automation rules (for example, to assign tickets coming from Teams to a designated queue).
Add SolarWinds Service Desk to Teams
In Teams, from the left navigation pane, scroll to the bottom and click Apps to expand the list of apps.
In the Apps pane to the right, type
solarwinds service deskinto the search field.
In the results area, click SolarWinds Service Desk, and then click Add.
After installation is complete, you will receive a chat message on the Chat tab in Teams similar to the one below.
You can also choose to use the Teams mobile application, which you can download from your mobile device's app store.
From the left pane of Teams, open SolarWinds Service Desk.
From the SolarWinds Service Desk Chat tab, notice the message from Service Desk bot.
In the chat window, type Login and send the message.
When prompted, click Login.
When prompted, enter your email address, and then click Next.
When prompted, enter your password and click Sign In. After you have signed in you can create a new ticket or get help. See End-user authentication for more information.
From the Teams Chat tab, type
Create ticketand send the message.
In the Create New Ticket pop-up, type a title for your ticket, provide an optional description, add a category and subcategory (if needed), and then click Create.
Wait for the notification that your ticket was successfully submitted.
Select the Your Open Tickets tab.
Optionally, from a message confirming a new ticket was created, you can click the link to view a list of your open tickets.
Actions you can perform by clicking More details
From the Your Open Tickets tab, you can click More details > to the right of a ticket and then perform several actions.
After clicking More details from the open ticket tab, Teams displays the ticket details, such as the ticket title, ticket number, creation date, state of the ticket, assignee, description, and comments.
Click Resolve this ticket.
See comments at the bottom of the window.
Click View the full ticket details in the browser. The ticket opens in SWSD.
You can add a comment to a ticket after it has been created, or after clicking View the full ticket details in the browser. Add a comment by entering it into the rich-text field and clicking Post. SWSD sends a push notification for every comment.
From the Chat tab, type
Logout into the input field, and then send the message.