SolarWinds Observability SaaS integration with Service Desk

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Introduction
Set up the integration between SolarWinds Observability SaaS and Service Desk
Set up field mapping for SolarWinds Observability SaaS alerts
Ticket origin
Scan origin for assets
Related topics

Introduction

SolarWinds Service Desk integration with SolarWinds Observability SaaS creates new incidents based on alerts from SolarWinds Observability SaaS. To integrate, you must set up a web token in Service Desk and use that token to configure a new notification service in Observability SaaS. See SolarWinds Observability Notification Services settings. Alerts that arise in Observability SaaS are then automatically converted into Incidents in Service Desk.

By integrating Observability SaaS and Service Desk, the insight you gain from alerts can increase your control for better tracking of your ITSM objects.

Observability SaaS alerts that meet specific conditions can automatically create Service Desk Incidents.
Service Desk can receive an Incident record from any alert Observability SaaS can issue.
You can link to multiple SolarWinds Platform environments for alerts.

Set up the integration between SolarWinds Observability SaaS and Service Desk

In Service Desk, follow the instructions to set up token authentication.
In SolarWinds Observability SaaS, follow the instructions to set up Notification Services for Service Desk.

Set up field mapping for SolarWinds Observability SaaS alerts

After setting up your integration between Observability Self-Hosted and Service Desk, you can map fields between the two applications to streamline your integration.

In Service Desk, navigate to Setup > Integrations > Observability SaaS.
When your integration is properly set up and you token is validated, you can select a connector from the Connectors list, and then select the Field Mapping tab to map your fields from Observability Self-Hosted to Service Desk.

You can click + Add fields from connectors, and then click the connector of your choice. Notice that each connector identifies how many fields are associated with that connector.

Alternatively, you can manually map the Observability Self-Hosted fields to your Service Desk fields.

Ticket origin

Currently available only in Labs.

Every Service Desk ticket identifies the origin of the ticket. Meaning, how the ticket was received. Service Desk identifies tickets received from SolarWinds Observability SaaS as SWO SaaS in the incident origin field for all tickets created through the integration.

You can use this value to understand which or how many tickets are created via the integration. You can also use this value in automation rules. For example, you can assign tickets coming from SolarWinds Observability SaaS to a designated queue.

Scan origin for assets

Currently available only in Labs.

Every discovered asset in Service Desk is identified with its origin. Meaning, how the asset was created. Service Desk identifies the origin of assets created through the integration as SWO SaaS.

You can use this value to understand which or how many assets are created via the integration. You can also use this value in automation rules.