SolarWinds Service Desk

SolarWinds Service Desk isn't supported in Xyte yet. A SolarWinds Service Desk integration would open a Service Desk incident for each Xyte incident.

What you can do

1. Ask us for it. Email [email protected] and tell us you need SolarWinds Service Desk. Or, in the Organization portal, open Connections → Integrations, find Solar Winds and click Contact us.
2. Try the Webhook option tab. Until a built-in integration exists, you can send Xyte incidents to SolarWinds Service Desk with Incidents Webhooks. The Webhook option tab has the steps.

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Based on the vendor's documentation. These steps follow the SolarWinds Service Desk API reference. SolarWinds Service Desk isn't a built-in Xyte integration, and settings on the SolarWinds Service Desk side can differ between accounts and versions.

You can use Incidents Webhooks to open an incident in SolarWinds Service Desk whenever Xyte creates an incident. For other SolarWinds products, see Webhook Destination Configuration.

• Create only — each new Xyte incident opens one Service Desk incident. Later updates and closes in Xyte don't change it, and nothing syncs back from Service Desk to Xyte.
• What you need — a SolarWinds Service Desk administrator who can generate an API token, and access to Settings → Integrations → Webhooks in the Xyte Organization portal.

Step 1 — Generate an API token in SolarWinds Service Desk

1. In SolarWinds Service Desk, go to Setup → Users & Groups → Users and open the user detail page of the administrator (or service account) that Xyte should act as.
2. Click Actions → Generate JSON Web Token and copy the token. You'll paste it into Xyte in the next step.

The token has no expiry date. It stops working if it is reset or deleted, or if that user is disabled; update Xyte when that happens.

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Keep the token secret

The token lets anyone who has it create incidents as this user. Treat it like a password.

Step 2 — Set up Incidents Webhooks in Xyte

In the Xyte Organization portal, go to Settings → Integrations → Webhooks → Incidents Webhooks.

Endpoints

1. Set Create incident URL to the address for your region:

   Text

   https://api.samanage.com/incidents.json

   For European accounts use https://apieu.samanage.com/incidents.json, and for APJ accounts https://apiau.samanage.com/incidents.json.

2. Leave Update incident URL and Close incident URL empty. See Limitations.

3. Turn on Add custom header to requests and enter:

   • Field name: X-Samanage-Authorization
   • Field value: Bearer <your token> — the word Bearer, a space, then the token from Step 1.

4. Make sure Send payload as string is off.

5. Click Update.

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Turn off "Send payload as string"

SolarWinds Service Desk expects a JSON object. With Send payload as string on, it rejects the request and the webhook goes into an error state.

Create template

1. Open the Create template step.

2. Paste this template:

   JSON

   {
     "incident": {
       "name": "[Xyte] {title}",
       "description": "{description} (device: {device}, location: {location}, priority: {priority})"
     }
   }

3. Click Save template.

If your account requires a requester on new incidents, add "requester": {"email": "<requester email>"} inside incident. You can also set fields such as category or assignee; see SolarWinds' API reference for the accepted values.

{priority} is sent as a number from 1 (Critical) to 5 (Planning). For the full list of placeholders you can use, see Webhooks.

Leave Update template and Close template blank.

Step 3 — Test and enable

1. In the Create template step, click Test create. A new incident should appear in SolarWinds Service Desk under Incidents.
2. Open the Enable step and click Activate.

From now on, each new Xyte incident opens an incident in SolarWinds Service Desk.

Limitations

• Incidents are created, never updated or closed. Xyte's update and close requests can't change an existing Service Desk incident. If you fill in the Update incident URL or Close incident URL with the Service Desk address, each update and close creates another new incident instead. Leave both empty, and update or close incidents in Service Desk yourself.
• No sync back to Xyte. Changes you make to the incident in Service Desk don't reach Xyte.

Learn more

• Webhooks — every Incidents Webhooks setting, the available placeholders and what happens when a request fails.
• SolarWinds Service Desk API — the incident fields the API accepts and the regional addresses.

Troubleshooting

• 401 Unauthorized — the token is wrong or was generated again. Check the Bearer prefix in the header value and paste the current token.
• 422 or a "please enter" message — a field your account requires is missing, often the requester. Add it to the template and save it.
• Other errors — Incidents Webhooks shows the error below the wizard. Click Show full error to see the Service Desk response.
• A new incident for every incident update — the Update incident URL or Close incident URL is set. Clear both and click Update.