Documentation forSolarWinds Service Desk

Orion Alerts

SWSD offers many capabilities to help streamline processes. Integration with SolarWinds Orion allows automatic mapping of Orion nodes, which combines two features that offer insight:

  • Your SWSD Change Management Database (CMDB) provides an organized list of assets used throughout your organization.

  • Alerts that arise in Orion are automatically converted into Incidents in SWSD.

By integrating Orion and SWSD, you allow these two features to work together and increase your control for better tracking of your ITSM objects.

Before integrating Orion, see Orion Best Practices.

Benefits

  • Improve efficiency via automatic mapping by:

    • Eliminating the time spent on manual work.
    • Reducing errors that occur when making the connections manually.
  • Gain a higher ITIL® maturity process by connecting each node with the relevant incident.

Integration

The integration between Orion and SWSD is composed of two parts. Each part is mutually exclusive of the other. Although they can co-exist without one other, using both together helps achieve their full value.

1. Integration of SolarWinds Orion with Discovery

  • The Orion Discovery tool aligns Orion assets data with ITSM by auto-populating Orion nodes to the SWSD Change Mangement Database (CMDB) as Network devices.

2. Integration of SolarWinds Orion with SWSD

  • Orion alerts that meet specific conditions can automatically create SWSD Incidents.

  • SWSD can receive an Incident record from any alert Orion can issue.

Orion Dependency Mapping

Currently available only in the Service Desk Enterprise Plan. You can automatically detect and import Orion asset and dependency data into SolarWinds Service Desk.

Dependency mapping allows you to:

  • Align Orion asset and dependency data with IT service management processes.

  • Auto-populate configuration data from Orion into the CMDB.

  • Accelerate root cause analysis by attaching Orion configuration and dependency data to incidents and problems.

Use cases for Dependency Mapping

  • Configuration Management

    • Auto populate the CMDB.

    • Ensure the CMDB is maintained and up-to-date.

  • Change Management

    • Improve change planning by understanding the impact and risks of potential changes.

  • Troubleshooting

    • Quickly analyze and diagnose root causes of Orion issues.

    • Investigate and rapidly resolve Orion issues.

Automatic Mapping

Currently available only in Labs.

SWSD supports automatic mapping of the relevant Configuration Item (CI) to an Incident record created from an Orion alert. For example, if Node 348 goes down, and Node 348 is listed in SWSD as a CI, Orion will generate an alert and automatically attach the Node 348 CI to the Incident during its creation.

Setting up Automatic Mapping for Orion alerts

Currently available only in Labs.
  1. In SWSD, go to Setup > Integrations> Orion Alerts.

  2. Select the desired Orion instance, and next to Automatically attach the Orion node to its corresponding asset or CI, assuming such is available in Service Desk, set the toggle to On.

    If you do not wish to enable this function, click the toggle to Off.
  3. Determine whether you are currently using Orion Discovery.
    • If No, manually enter the node IDs to the corresponding Node ID fields. Make sure you accurately copy and paste these numbers from Orion.
    • If Yes, CIs pulled from Orion Discovery (usually from a type of Network devices) automatically have the Node ID field populated.
  4. In Orion, go to Alerts & Activity > Manage Alerts.
  5. For each alert that has an action to Create SWSD incident, go to the alert definition and add to the Entity attributes the Node ID variable.

  6. Follow the steps below to ensure correct configuration on the Orion Platform.
    1. Login to Orion.
    2. Navigate to the Alerts & Activity tab.
    3. Select Alerts.
    4. Mark the relevant alert and select the Edit Alert Definition.
    5. Select the Trigger Action.
      • If you already possess an SWSD incident, select Entity Attributes and mark Node ID.

      • If you do not possess an SWSD incident, select Add Action, Mark the Create SolarWinds Service Desk and click Configure Action.
    6. Select Entity Attributes and mark Node ID.

Going forward, any incident that comes from Orion with a node ID that already exists in the CMDB will automatically be attached to the incident. The node ID appears in the Related tab.