Difference between revisions of "Solarwinds Service Desk"
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| − | Solarwinds Service Desk is a cloud based ITSM (IT Service Management) system for IT organizations to manage their support process and ticketing. Quantastor integrates via forward a copy of all alerts that are severity "Error", "Warning", or "Critical". Integration | + | Solarwinds Service Desk is a cloud based ITSM (IT Service Management) system for IT organizations to manage their support process and ticketing. Quantastor integrates via forward a copy of all alerts that are severity "Error", "Warning", or "Critical". Integration is done via a webhook URL which must be added to the QuantaStor Alert Manager screen as a new Alert Endpoint. |
| − | == Step 1 - | + | == Step 1 - Generate a JSON Web Token == |
| − | + | Login to your Solarwinds Service Desk account then navigate to: | |
| − | + | '''Setup''' -> '''Users & Groups''' -> '''Users''' | |
| − | + | Next select a user from the list then under "Actions" choose the option to generate a JSON Web Token. The token will look something like this and will be needed in order for QuantaStor to create '''Incidents''' within your Service Desk account. | |
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<pre> | <pre> | ||
| − | + | c3RldmVuLnVtYmVob2NrZXJAb3NuXh1cy5jb20=:eyJhbGciOiJIUzxMiJ9.eyJ1c2VyX2lkIjo4MDYyDY1LCJnZ5lcmF0ZWRfYXQiOiIyMDIyLTAzLTE1IDAyOjAyOjQ5In0.wmOgU313QOYteRkoRP3C7MBesPZhvKibktILXEiPBCBKM7sQ5VdeMR1wBcOtuGtJNyFSXrrIZaVxQxDn09yk1Q | |
</pre> | </pre> | ||
| − | == Step | + | == Step 2 - Add the Service Desk Endpoint to QuantaStor == |
| − | Login to your QuantaStor storage grid and then select the "Alert Manager" button to bring up the dialog for adding more alert endpoints. On the second page select " | + | Login to your QuantaStor storage grid and then select the "Alert Manager" button to bring up the dialog for adding more alert endpoints. On the second page select "solarwinds" from the dropdown list of ITSM integrations and then input the URL endpoint. |
| − | All | + | All Solarwinds Service Desk endpoints must start with this HTTPS URL as the prefix: |
<pre> | <pre> | ||
| − | https:// | + | https://api.samanage.com/incidents/ |
</pre> | </pre> | ||
| − | Continuing the example above the full URL endpoint to put into QuantaStor will look like this with the | + | Continuing the example above the full URL endpoint to put into QuantaStor will look like this with the JSON Web Token appended: |
<pre> | <pre> | ||
| − | https:// | + | https://api.samanage.com/incidents/c3RldmVuLnVtYmVob2NrZXJAb3NuXh1cy5jb20=:eyJhbGciOiJIUzxMiJ9.eyJ1c2VyX2lkIjo4MDYyDY1LCJnZ5lcmF0ZWRfYXQiOiIyMDIyLTAzLTE1IDAyOjAyOjQ5In0.wmOgU313QOYteRkoRP3C7MBesPZhvKibktILXEiPBCBKM7sQ5VdeMR1wBcOtuGtJNyFSXrrIZaVxQxDn09yk1Q |
</pre> | </pre> | ||
| − | == Step | + | == Step 3 - Apply Changes and Test == |
| + | |||
| + | Apply your changes then use the "Generate Test Alert" button to generate a test alert to verify everything is configured correctly and alerts are making it to Service Desk. Note that "INFO" level alerts are not sent to the ITSM modules so be sure to generate a "WARNING" or "ERROR" level alert for testing. | ||
| − | + | To view your test alerts in Service Desk login to your account and navigate to '''Service Desk''' -> '''Incidents''' | |
Latest revision as of 18:33, 15 March 2022
Solarwinds Service Desk is a cloud based ITSM (IT Service Management) system for IT organizations to manage their support process and ticketing. Quantastor integrates via forward a copy of all alerts that are severity "Error", "Warning", or "Critical". Integration is done via a webhook URL which must be added to the QuantaStor Alert Manager screen as a new Alert Endpoint.
Step 1 - Generate a JSON Web Token
Login to your Solarwinds Service Desk account then navigate to:
Setup -> Users & Groups -> Users
Next select a user from the list then under "Actions" choose the option to generate a JSON Web Token. The token will look something like this and will be needed in order for QuantaStor to create Incidents within your Service Desk account.
c3RldmVuLnVtYmVob2NrZXJAb3NuXh1cy5jb20=:eyJhbGciOiJIUzxMiJ9.eyJ1c2VyX2lkIjo4MDYyDY1LCJnZ5lcmF0ZWRfYXQiOiIyMDIyLTAzLTE1IDAyOjAyOjQ5In0.wmOgU313QOYteRkoRP3C7MBesPZhvKibktILXEiPBCBKM7sQ5VdeMR1wBcOtuGtJNyFSXrrIZaVxQxDn09yk1Q
Step 2 - Add the Service Desk Endpoint to QuantaStor
Login to your QuantaStor storage grid and then select the "Alert Manager" button to bring up the dialog for adding more alert endpoints. On the second page select "solarwinds" from the dropdown list of ITSM integrations and then input the URL endpoint.
All Solarwinds Service Desk endpoints must start with this HTTPS URL as the prefix:
https://api.samanage.com/incidents/
Continuing the example above the full URL endpoint to put into QuantaStor will look like this with the JSON Web Token appended:
https://api.samanage.com/incidents/c3RldmVuLnVtYmVob2NrZXJAb3NuXh1cy5jb20=:eyJhbGciOiJIUzxMiJ9.eyJ1c2VyX2lkIjo4MDYyDY1LCJnZ5lcmF0ZWRfYXQiOiIyMDIyLTAzLTE1IDAyOjAyOjQ5In0.wmOgU313QOYteRkoRP3C7MBesPZhvKibktILXEiPBCBKM7sQ5VdeMR1wBcOtuGtJNyFSXrrIZaVxQxDn09yk1Q
Step 3 - Apply Changes and Test
Apply your changes then use the "Generate Test Alert" button to generate a test alert to verify everything is configured correctly and alerts are making it to Service Desk. Note that "INFO" level alerts are not sent to the ITSM modules so be sure to generate a "WARNING" or "ERROR" level alert for testing.
To view your test alerts in Service Desk login to your account and navigate to Service Desk -> Incidents
