Documentation forSolarWinds Service Desk

Process Integration

There are numerous benefits to automating workflow processes. For example:

  • Increasing agent productivity by removing manual tasks
  • Streamlining process within the organization

As part of a Service Catalog workflow, you can seamlessly include Process Integrations to push out API calls to external sources and the internal Samanage API. As part of the API call, you can include Variables of the relevant Service Request. The Variables are written in the form of {{variable name}} or {{context_id}} within the body, and they are replaced with their values prior to the command being sent.

Here's a list of variables:

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

Use Cases

Below are several examples utilizing variables 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 comment to the 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/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.