SolarWinds Service Desk

Steps to configure SolarWinds Service Desk integration for incident management, using Squadcast

SolarWinds Service Desk is a cloud-based and AI-powered IT service management (ITSM) platform built to maximize productivity and accelerate resolution with lightning-fast time to value.

Route detailed alerts from SolarWinds Service Desk to the right users in Squadcast.

Using SolarWinds Service Desk as an Alert Source

1. Navigate to Services -> Service Overview -> select or search for your Service. Expand the accordion -> In the Alert Sources section, click Add.

2. Select SolarWinds Service Desk. Copy the displayed Webhook URL to configure it within Service Desk. Finish by clicking Add Alert Source -> Done.

Important:

When an alert source turns Active, it’ll show up under Configured Alert Sources, you can either generate a test alert from the integration or wait for a real-time alert to be generated by the Alert Source. An Alert Source is active if there is a recorded incident via that Alert Source for the Service.

Create a Squadcast Webhook Alert in SolarWinds Service Desk

After enabling this feature in Labs, navigate to Setup > Integrations > Squadcast to complete configuration. ESM customers can navigate to IT Service Provider > Setup > Integrations > Squadcast configure specific actions related to automation rules.

1. Under Squadcast Integration, enter your organization's Squadcast account URL. After you enter the URL, the Active pill at the top displays green. Once Active, you can deactivate at any time by clicking Deactivate to the far right.

   
2. Notice the actions supported 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.

3. 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).

4. 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.

That's it, you are good to go! Your SolarWinds Service Desk integration is now complete. Whenever Service Desk fires an alert for a ticket, an incident will be created in Squadcast for it. Also, when the ticket is closed in Service Desk, the corresponding incident gets auto-resolved in Squadcast.

Have any questions? Ask the community.