Documentation forService Desk

Setup: Labs - Integrate Service Desk as an Alert Source in Squadcast

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.

Introduction to Integrating Service Desk as an Alert Source in Squadcast

With integration between Service Desk and Squadcast, you can set up alerts that ensure certain incidents are escalated to Squadcast. The escalation can result in alerts, calls, and/or texts to the right users to swarm on the incident issue.

See Squadcast documentation for the most up-to-date steps on setting up a new service and adding an alert source.

  1. Follow the instructions above to enable this feature in Labs.

  2. In Squadcast:

    1. Navigate to Services > Service Overview.

    2. Create a new service or select the service you want the SolarWinds Service Desk alert tied to.

    3. Expand the accordion in the Alert Sources section. Under Alert Sources, click Add.

    4. Select SolarWinds Service Desk.

    5. Copy the displayed webhook URL.

    6. Click Add Alert Source.

  3. Open SolarWindsService Desk.

    1. Navigate to Setup > Integrations > Squadcast.

    2. Paste the copied webhook URL into the field for the SolarWinds Service Desk Alert Source, and then click Activate in the upper right.

      The Active pill at the top displays green when the webhook URL is valid. You can deactivate Squadcast at any time by clicking Deactivate to the far right.

    3. Notice the supported actions for use in automation rules:

      • Create Alert. Creates a new alert in Squadcast when an incident or service request ticket is created in Service Desk.

      • Resolve Alert. Resolves an alert in Squadcast when an incident or service request ticket in Service Desk is closed.

    4. Under Squadcast Integration Active, click Setup Automation Rules. Optionally, you can navigate to Setup > Service Desk > Automation Rules to set up. (ESM service providers can navigate to Service Provider > Service Desk > Automation Rules.)

    5. Select which action you want the rule to perform (either Create Alert or Resolve Alert). You can then see the webhook payload, which identifies the information Service Desk sends to Squadcast to trigger the create or resolve action. The Squadcast integration can be used only once per automation rule.

See Automation rules for additional guidance.