Documentation forSolarWinds Service Desk

Integrations

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Introduction

This setup document explains how the SWSD Integrations administrators integrate a variety of applications with your SWSD account to achieve superior productivity. This helps streamline your visibility under one platform.  Below you’ll find the native application integrations SWSD includes. In this area, you can click the application name to establish the connection.

These integrations do not come with your SWSD subscription. These are applications that require a separate subscription for their service offerings.

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Setup > Integrations.

Available integrations

  • Orion. Integrate the Orion IT performance monitoring platform with your SWSD to help your organization manage and optimize your IT infrastructure. Learn more.

  • Application widgets. Integrate out-of-the-box application widgets for seamless productivity. Widgets include Dameware Anywhere Connect, LogMeIn, TeamViewer, and Harvest.

  • Jira. Integrate Jira (OnDemand / Cloud version) into your processes for bug tracking and agile project management. This integration helps you escalate an incident from SWSD to a Jira project. After an issue is closed in Jira, the incident is updated with a resolution and a private Incident index table is relayed into SWSD

  • Remote Support. Conduct secure remote sessions connecting to the impacted employee directly from their reported incident.

  • Social. Integrate your SWSD account with Salesforce Chatter to receive support requests directly via Chatter.

  • Zapier. Instantly connect your SWSD with over 1,500 applications.

  • Process integration. Process integration lets you expand the efficiency of your SWSD by automating integrations with third-party applications nested within service catalog workflows. Once defined, a process integration can be used as a target for commands within your workflows.

  • Intune (part of Microsoft Endpoint Manager). Intune provides the services and tools you need to sync mobile devices to SWSD.

  • Microsoft Teams. Integrate with Microsoft Teams to improve service efficiency and boost the overall user experience. Requesters can submit tickets directly from Teams without having to open an additional application or send an email. This allows them to continue using existing tools, avoiding the need to learn new tools or collaboration methods.

    The Teams integration supports:

    • Multi-account users
    • Multi-factor authentication
    • Use of the Teams mobile app for performing the actions below.

    Requesters can:

    • Login/logout
    • Create a ticket
    • View tickets created by the user (when viewing a ticket users can also resolve tickets)
  • SolarWinds Observability. By integrating SWSD with SolarWinds Observability you can be alerted on newly created incidents related to the services monitored by SolarWinds Observability. See SolarWinds Observability Notification Services Settings for more information.

  • Zendesk. Integrate SWSD with Zendesk to better control IT inventory, organize licenses and contracts, detect risks and license compliance gaps, and deliver IT help desk service.