Documentation forSolarWinds Service Desk

Process integrations

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Introduction

There are numerous benefits to automating workflow processes in SolarWinds Service Desk (SWSD). For example, you can:

  • Increase agent productivity by removing manual tasks.
  • Streamline processes within the organization.

Process integration can be used as a target for commands within your workflows.

Adding a new process integration is easy. When done, it becomes an available source to connect your workflows when building service catalog requests.

Navigation

Setup > Integrations > Process Integrations.

Create a new process integration

There are two steps in creating new process integrations. You must first establish a connection using credentials. You can then create a service catalog worfklow that includes your API call.

Step 1: Establish API credential connection

  1. Navigate to Setup > Integrations > Process Integrations.

  2. Start by clicking +Add Integration .

  3. In the Add Integration dialog box, provide the following:

    • URL of the application you wish to relay an API call to.

    • Desired authentication method. This can be with your username/password or with your SolarWinds Service Desk web token. Based on your authentication method, add the necessary credentials.

  4. Click Add to save.

Step 2: Create service catalog workflow

As part of a Configure service catalogworkflow, you can seamlessly include process integrations to push out API calls to external sources and the internal SolarWinds API. As part of the API call, you can include inputs of the relevant service request. The inputs are written in the form of {{input name}} or {{context_id}} within the body, and they are replaced with their values prior to the command being sent.

See Configure service catalog for information on how to create a service catalog item and workflow.

List of inputs

See SolarWinds API Documentation for more information on inputs.

Input 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 Input for User: Email Address {{user-var.email}}
Service Request Input for User: User ID {{user-var.user.id}}
Service Request Input for User: Group ID {{user-var.id}}

Use cases

Below are several examples utilizing inputs to improve your service request workflows. Click on any of the links below to go directly to the topic of interest or review all. Some examples contain screenshots. You can search for additional information from the API Documentation site.

Post private or public comments

You can add an automated private and/or public Incident index table to a service request after a task or approval is completed. This can be used to update the service agent or requester regarding any comments made.

Create an incident or change for a specific group

You can automatically trigger the creation of an incident or change based on a specific group.

Also see current API information.

Create an incident or 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 originating 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 process integration, use the {context_id}} variable in order to relate the service request to the ITSM object.

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