Creating workflows for SolarWinds Service Desk users

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You'll get visibility of your SolarWinds Service Desk users by creating configurable workflows to automate tasks such as:

• • Onboarding and offboarding users
  • Adjusting users as part of a user change or user onboarding workflow
  • Retrieving detailed user information, including the user's role, department, location, and other metadata. 

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 Before you start

Creating workflows

 Create user workflows

Before you start

You must complete these tasks before you create the workflows:

• Add credentials to the Oomnitza vault
• Adding the ServiceDesk URL as a global variable

We recommend that you also create an extended integration for SolarWinds Service Desk users. You can use the information retrieved in these integrations to trigger workflows.

Creating workflows

Create user workflows

To create a user workflow, you must complete these steps:  

1. Click Configuration > Workflows 
2. Click Add .
3. Use search to find and select the Users object.
4. Edit the Begin Block and add rules to trigger the workflow. For example, if you set the Actions to Schedule and add a rule so that the Email Equals <EmployeeEmail> you can trigger a workflow to fetch a user matching a certain name on a specific date. Refer to Using the Begin block. 
5. Drag and drop the API block onto the Sandbox.
6. Click Edit on the API block and enter SolarWinds Service Desk in the search field. 
7. Select a preset from the list below. To choose a preset, click the forward arrow (>).
   
   • SolarWinds Service Desk Create User
   • SolarWinds Service Desk Delete User
   • SolarWinds Service Desk Update User Details
   • SolarWinds Service Desk Get User Details
8. Select the credentials that you created in Adding your SolarWinds Service Desk credentials to Oomnitza.
9. Your Service Desk URL is derived from the global variable you created in Adding your SolarWinds Service Desk credentials to Oomnitza.
10. Enter any mandatory information when prompted. You can refer to existing Oomnitza fields by entering the field name in curly braces with spaces replaced with an underscore. For example: {{title}}. 
11. Select Advanced Mode.
12. Select the Information tab. Review and ensure that the properties referenced in this location, such as {{swsd_user_id}}, exist in Oomnitza and are populated with information before you run this workflow. You can create a user integration to retrieve this information before you run this workflow.
13. Select the Response tab. You can map the entire response by placing {{response}} in the Response field and mapping it to a custom long text Oomnitza field, such as API Response. Once you have the entire response, you can then parse the JSON response values to custom Oomnitza fields, as per the example below.
14. Connect the Blocks. 
15. Save, validate, and activate your workflow.

Using the SolarWinds Service Desk Create User preset

The SolarWinds Service Desk Create User preset creates a new Service Desk user.

Did you know?
You can add more information to the message body in the Advanced Mode > Body tab. For further information, see SolarWinds Service Desk API Documentation: createUser.

Using the SolarWinds Service Desk Delete User preset

The SolarWinds Service Desk Delete User deletes a user by ID.

For further information, see SolarWinds Service Desk API Documentation: deleteUserById.

Using the SolarWinds Service Desk Update User Details preset

The SolarWinds Service Desk Update User Details updates the user with specified fields, by ID.

Did you know?
You can add more information to the message body in the Advanced Mode > Body tab. For further information, see SolarWinds Service Desk API Documentation: updateUserById

Using the SolarWinds Service Desk Get User Details preset

The SolarWinds Service Desk Get User Details preset fetches a user's details, by ID.

For further information, see SolarWinds Service Desk API Documentation: getUserById

Reference articles for workflows

• Mapping positive and negative responses
• Troubleshooting workflows 
• Using the API block