Setup: Labs - Built-in integration for monday.com

How to use Labs

Features in Labs are temporary. You do not need to test each feature. If your organization might benefit from a new feature and/or enhancement, go to Setup > Labs. In the list of available features, toggle the feature to On.

Some features in Labs are interconnected. You may activate more than one feature simultaneously to maximize the benefit of new Labs offerings.

As new features prove successful, SolarWinds will permanently integrate them into Service Desk. Likewise, if a feature is found to not be beneficial, it will be deleted permanently.

Enable features in Labs

1. Navigate to Setup > Labs.

   ESM customers: navigate to Organization > Setup > Labs.

2. In the list of available features, toggle the feature(s) of your choice to On.

Built-in process integrations are pre-configured connectors for popular third-party tools that are ready to use without any API knowledge. Instead of manually constructing HTTP requests and API payloads, you simply select the actions you want to perform on the target product and use the Field Mapping section to connect your Service Desk fields to the corresponding fields in the integrated product. Once configured, the integration is available as a step in your service catalog items, change catalog items, and runbooks, so your team can automate cross-product workflows in minutes.

Step 1: Set up credentials

Get your API token from monday.com

1. Follow the instructions provided on the monday.com website to get your token.

2. Copy the token.

Set up the credential in Service Desk

1. Navigate to Setup > Account > Credentials and click Add.

2. Select Bearer Token as the authentication method.

3. Paste into the token field.

4. Click Save.

   Once saved, the token is masked and displayed as asterisks, and this credential becomes available when creating or editing the process integration.

Step 2: Configure the monday.com integration

1. Hover over the row for the built-in integration.

2. Click the ellipsis on the far right of the row, and select Edit.

   The Edit Http Integration pane opens on the right.

3. In the Edit pane, select your Authentication method and link to the credentials you created. See Step 1: Establish a new credential set.

4. Under Actions, select the actions you want to allow. Available actions differ for each built-in integration.

   • Create Item. Creates a new item on a specified Monday board and group, with SWSD ticket fields mapped to column values including status, assignee, dates, and priority.
   • Update Item. Updates one or more column values on an existing Monday item to reflect changes in the SWSD ticket (e.g., new assignee, revised due date, updated priority).
   • Change Item Status. Updates the status column of a Monday item to a specified label value (e.g., "Working on it", "Done", "Blocked"), keeping board status in sync with SWSD ticket state transitions.
   • Add Update. Posts a comment to a Monday item's activity feed without modifying column values (ideal for pushing resolution summaries, escalation notes, or milestone updates to board stakeholders).
   • Get Item Details. Retrieves the current column values and status of a Monday item by ID, making them available as variables for conditional logic in downstream workflow steps.

5. For each action, map the product's fields to your Service Desk fields. When you create field mappings, Service Desk automatically displays the mandatory fields, marked with a red asterisk. You can then define additional mapping for other fields by using add/remove custom fields. See Useful field mapping information

   Be sure that every mandatory field is mapped to a Service Desk field. Any information you want to send to the integrated product must be mapped so Service Desk knows what to send. If any Service Desk field shows as Not Set, you cannot save.

6. Optionally, you can enable Output Variable Abstraction for Built-in Process Integrations. This feature enables extraction of output variables from API responses in built-in process integrations. Once enabled, output variable mappings can be configured on built-in process integrations such as DocuSign, Microsoft Entra ID, and Slack, allowing you to capture response values. You can choose to enable for all users or specific users. API product fields to Service Desk fields are indicated by a right-facing arrow during the mapping process.

7. Click Save.

8. To take advantage of an integration, return to Process integrations and follow the instructions at Step 3: Add process integration to a workflow in a Service Catalog, Change Catalog, or Runbook.

Useful field mapping information

After setting up your credentials, you to map monday.com fields to Service Desk fields. The content below provides useful information.

Monday.com column types

Monday.com does not have dedicated native column types for Priority, Owner, or Category. Boards implement them by reusing one of two underlying column types with different labels or settings. Status is the only field below with a true 1:1 native type.

Service Desk field	Monday.com column type	Notes
Status	Status	Native type. Displays labeled states (e.g., Working on it, Done, Stuck).
Priority	Status	Same underlying type as Status, just a separate Status-type column on the board with priority labels, for example, Low, Medium, High. Not a distinct Priority type in the monday.com schema.
Owner	People	Assigns one or more monday.com users (or teams) to the item. Owner is the display name given to a People column.
Category	Dropdown	Multi-select list of predefined labels, commonly used for categorization. Some boards instead reuse a Status column for this purpose.

Field ID mapping (Status ID, Priority ID, Owner ID, Category ID)

The <Field> ID inputs refer to the column ID of the specific column on the target monday.com board. Column IDs are needed because a board can have more than one column of the same type, for example, a board can have both a Status column and a separate Priority column, both implemented as Status-type columns, each with its own column ID.

Service Desk Field ID	Maps to
Status ID	Column ID of the board's Status column, for example, status
Priority ID	Column ID of the board's Priority column, for example, status_1 — a second, distinct Status-type column
Owner ID	Column ID of the board's People column, for example, person or people
Category ID	Column ID of the board's Dropdown (or Status) column used for category, for example, dropdown