Let Oomnitza be your single source of truth!
You'll get visibility of your incidents as data from SolarWinds Service Desk is automatically transformed into consumable information and actionable insights.
Connect Oomnitza and SolarWinds Service Desk in minutes
You'll get visibility of your SolarWinds Service Desk incidents by creating configurable workflows to automate tasks such as:
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- Managing incidents, including creating, updating, and deleting an incident
- Retrieving detailed incident information, including the assignee, requester, state, and due date.
- Managing SolarWinds Service Desk problems. A problem is an unknown underlying cause of one or more Incidents.
- Adding, updating, and deleting tasks and comments in Service Desk objects, such as incidents or service requests.
Navigation
Before you start
You must complete these tasks before you create the workflows:
Creating workflows
Create asset workflows
To create an asset workflow, you must complete these steps:
- Click Configuration > Workflows
- Click Add (+) and select Assets from the list.
- Edit the Begin Block and add rules to trigger the workflow. For example, if you set the Actions to New, the workflow will run for every new asset record added to Oomnitza.
- Drag and drop the API block onto the Sandbox.
- Click Edit on the API block and enter SolarWinds Service Desk in the search field.
- Select a preset from the list below. To choose a preset, click the forward arrow (>).
- SolarWinds Service Desk Create Incident
- SolarWinds Service Desk Delete Incident
- SolarWinds Service Desk Update Incident Information
- SolarWinds Service Desk Get Incident Information
- SolarWinds Service Desk Delete Problem
- SolarWinds Service Desk Create Problem
- SolarWinds Service Desk Get Problem Information
- SolarWinds Service Desk Update Problem
- SolarWinds Service Desk Update Task on Object
- SolarWinds Service Desk Create New Task for Object
- SolarWinds Service Desk Delete Task from Object
- SolarWinds Service Desk Delete Comment From Object
- SolarWinds Service Desk Update Comment on Object
- SolarWinds Service Desk Add New Comment to Object
- Select the credentials that you created in Adding your SolarWinds Service Desk credentials to Oomnitza.
- Your Service Desk URL is derived from the global variable you created in Adding your SolarWinds Service Desk credentials to Oomnitza.
- 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:
{{incident_name}}. -
Select Advanced Mode.
-
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. - Connect the Blocks.
- Save, validate, and activate your workflow.
Using the SolarWinds Service Desk Create Incident preset
The SolarWinds Service Desk Create Incident preset creates a new incident.
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: createIncident.
Using the SolarWinds Service Desk Delete Incident preset
The SolarWinds Service Desk Delete Incident deletes an incident by Incident ID.
For further information, see SolarWinds Service Desk API Documentation: deleteIncidentById.
Using the SolarWinds Service Desk Update Incident Information preset
The SolarWinds Service Desk Update Incident Information updates an incident with specified fields, by Incident 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: updateIncidentById
Using the SolarWinds Service Desk Get Incident Information preset
The SolarWinds Service Desk Get Incident Information preset fetches an incident, by Incident ID.
For further information, see SolarWinds Service Desk API Documentation: getIncidentById
Using the SolarWinds Service Desk Delete Problem preset
The SolarWinds Service Desk Delete Problem preset deletes a problem, by Problem ID.
For further information, see SolarWinds Service Desk API Documentation: deleteProblemById
Using the SolarWinds Service Desk Create Problem preset
The SolarWinds Service Desk Create problem preset creates a new problem.
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: createProblem.
Using the SolarWinds Service Desk Get Problem Information preset
The SolarWinds Service Desk Get Problem Information preset fetches a problem, by Problem ID.
For further information, see SolarWinds Service Desk API Documentation: getProblemById
Using the SolarWinds Service Desk Update Problem preset
The SolarWinds Service Desk Update problem preset updates a problem, by Problem 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: updateProblemById.
Using the SolarWinds Service Desk Update Task on Object preset
The SolarWinds Service Desk Update Task on Object preset updates a task on an object, such as an incident or service request, by ID. You need to supply the following:
- The Object Type, such as
incidents - The ID, such as the Incident ID
- The Task 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: updateTaskById
Using the SolarWinds Service Desk Create New Task for Object preset
The SolarWinds Service Desk Create New Task for Object preset creates a task for an object, such as an incident or service request. You need to supply the following:
- The Object Type, such as
incidents - The ID, such as the Incident 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: createTask
Using the SolarWinds Service Desk Delete Task from Object preset
The SolarWinds Service Desk Delete Task from Object preset deletes a task from an object, such as an incident or service request, by ID. You need to supply the following:
- The Object Type, such as
incidents - The ID, such as the Incident ID
- The Task ID
For further information, see SolarWinds Service Desk API Documentation: deleteTaskById
Using the SolarWinds Service Desk Delete Comment From Object preset
The SolarWinds Service Delete Comment from object preset deletes a comment from an object, such as an incident or service request, by ID. You need to supply the following:
- The Object Type, such as
incidents - The ID, such as the Incident ID
- The Comment ID
For further information, see SolarWinds Service Desk API Documentation: deleteCommentById
Using the SolarWinds Service Desk Update Comment on Object preset
The SolarWinds Service Desk Get Incident Details preset updates a comment on an object, such as an incident or service request, by ID. You need to supply the following:
- The Object Type, such as
incidents - The ID, such as the Incident ID
- The Comment 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: updateTaskById
Using the SolarWinds Service Desk Add New Comment to Object preset
The SolarWinds Service Desk Add New Comment to Object preset adds a new comment to an object, by ID. You need to supply the following:
- The Object Type, such as
incidents - The ID, such as the Incident 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: updateCommentById
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