SolarWinds Service Desk

the solarwinds service desk connector allows for seamless integration with swimlane turbine, enabling automated it service management and incident response solarwinds service desk is a comprehensive it service management (itsm) solution that streamlines ticketing, incident management, and problem resolution this connector enables swimlane turbine users to automate itsm workflows, such as creating and updating incidents, managing comments, and handling problem records directly within the swimlane platform by integrating with solarwinds service desk, users can enhance their incident response capabilities, reduce manual efforts, and accelerate resolution times, all while maintaining a centralized view of it service management activities limitations none to date supported versions this connector supports solarwinds service desk api version 1 0 additional docs for more information, please refer to the https //apidoc samanage com/ https //apidoc samanage com/#section/general concepts/authentication ensure that your solarwinds service desk account has the necessary permissions to use the connector configuration prerequisites to effectively utilize the solarwinds service desk connector within swimlane turbine, ensure you have the following prerequisites http bearer authentication with the following parameters url the endpoint url for the solarwinds service desk api token a valid bearer token to authenticate api requests authentication methods this connector supports the following authentication methods http bearer authentication setup instructions obtain the url from your solarwinds service desk account obtain the bearer token from your solarwinds service desk account use the bearer token and url in the connector configuration troubleshooting tips ensure that the bearer token has the necessary permissions to access and manage incidents double check that the bearer token is correctly entered capabilities this connector provides the following capabilities create comment create problems delete comment by id delete incident by id get incidents get incidents by id get problem by id get problems update comment update incidents by id create comment additional information description adds a comment to a specific incident parameters provide the incident id and the comment details output returns the updated incident with the new comment solarwinds service desk connector's documentation for this action can be found https //apidoc samanage com/#tag/comment/operation/createcomment create problem additional information description creates new problem parameters provide the details of the problem to be created output returns the created problem details solarwinds service desk connector's documentation for this action can be found https //apidoc samanage com/#tag/problem/operation/createproblem delete comment by id additional information description deletes a specific comment by its id parameters provide the comment id to delete output confirms the deletion of the comment solarwinds service desk connector's documentation for this action can be found https //apidoc samanage com/#tag/comment/operation/deletecommentbyid delete incident by id additional information description deletes a specific incident by its id parameters provide the incident id to delete output confirms the deletion of the incident solarwinds service desk connector's documentation for this action can be found https //apidoc samanage com/#tag/incident/operation/deleteincidentbyid get incident by id additional information description retrieves details of a specific incident by its id parameters provide the incident id to retrieve output returns the incident details solarwinds service desk connector's documentation for this action can be found https //apidoc samanage com/#tag/incident/operation/getincidentbyid get incidents additional information description lists all incidents based on specified filters parameters specify filters to list incidents output returns a list of incidents matching the filters solarwinds service desk connector's documentation for this action can be found https //apidoc samanage com/#tag/incident/operation/getincidents get problem by id additional information description retrieves details of a specific problem by its id parameters provide the problem id to retrieve output returns the problem details solarwinds service desk connector's documentation for this action can be found https //apidoc samanage com/#tag/problem/operation/getproblembyid get problems additional information description lists all problems based on specified filters parameters specify filters to list problems output returns a list of problems matching the filters solarwinds service desk connector's documentation for this action can be found https //apidoc samanage com/#tag/problem/operation/getproblems update comment by id additional information description updates a specific comment parameters provide the comment id and the new details output returns the updated comment solarwinds service desk connector's documentation for this action can be found https //apidoc samanage com/#tag/comment/operation/updatecommentbyid update incident by id additional information description updates an existing incident with specified fields parameters specify the fields to be updated in the incident path parameters provide the incident id to update output returns the updated incident details solarwinds service desk connector's documentation for this action can be found https //apidoc samanage com/#tag/incident/operation/updateincidentbyid configurations solarwinds service desk http bearer authentication authenticates using bearer token configuration parameters parameter description type required url a url to the target host string required token the api key, token, etc string required verify ssl verify ssl certificate boolean optional http proxy a proxy to route requests through string optional actions create comment creates a new comment on an object within solarwinds service desk, specified by type and id endpoint url /{{object type}}/{{id}}/comments method post input argument name type required description path parameters object type string required source object type path parameters id string required numeric id of the object to get or update comment object optional parameter for create comment comment body string required request body data comment is private string optional parameter for create comment comment user id string optional unique identifier input example {"json body" {"comment" {"body" "comment body","is private" "true","user id" "1"}},"path parameters" {"object type" "string","id" "string"}} output parameter type description status code number http status code of the response reason string response reason phrase comment object output field comment comment id string unique identifier comment body string request body data comment is private string output field comment is private comment created at string output field comment created at comment updated at string output field comment updated at comment user object output field comment user comment user id string unique identifier comment user account id string unique identifier comment user user id string unique identifier comment user email string output field comment user email comment user name string name of the resource comment user disabled boolean output field comment user disabled comment user avatar object output field comment user avatar comment user avatar type string type of the resource comment user avatar color string output field comment user avatar color comment user avatar initials string output field comment user avatar initials comment commenter id string unique identifier comment commenter type string type of the resource output example {"status code" 200,"response headers" {},"reason" "ok","json body" {"comment" {"id" "1","body" "comment body","is private" "true","created at" "2025 01 01t00 00 00 000+01 00","updated at" "2025 01 01t00 00 00 000+01 00","user" {},"commenter id" "1","commenter type" "incident"}}} create problem initiates the creation of a new problem record in solarwinds service desk using the provided name endpoint url /problems method post input argument name type required description name string optional name of the resource description string optional parameter for create problem site object optional parameter for create problem site name string required name of the resource department object optional parameter for create problem department name string required name of the resource site id string optional unique identifier department id string optional unique identifier state string optional parameter for create problem requester object optional parameter for create problem requester email string required parameter for create problem assignee object optional parameter for create problem assignee email string required parameter for create problem priority string optional parameter for create problem root cause string optional parameter for create problem symptoms string optional parameter for create problem workaround string optional parameter for create problem add to tag list string optional parameter for create problem remove from tag list string optional parameter for create problem tag list string optional parameter for create problem custom fields values object optional value for the parameter custom fields values custom fields value array required value for the parameter custom fields values custom fields value name string required name of the resource custom fields values custom fields value value string optional value for the parameter custom fields values custom fields value user value object optional value for the parameter input example {"json body" {"name" "example problem","description" "this is an example description ","site" {"id" "123","name" "example site"},"department" {"id" "456","name" "example department"},"site id" "123","department id" "456","state" "open","requester" {"id" "789","name" "example requester","email" "requester\@example com"},"assignee" {"id" "101","name" "example assignee","email" "assignee\@example com"},"priority" "high","root cause" "example root cause","symptoms" "example symptoms","workaround" "example workaround","add to tag list" "example tag","remove from tag list" "old tag","tag list" "example tag,another tag","custom fields values" {"name" "value1","value" "value2","user value" "user value"},"custom fields values attributes" \[{"id" "1","custom field id" "cf1","value" "attribute value1"},{"id" "2","custom field id" "cf2","value" "attribute value2"}],"incident ids" \["1","2","3"],"itsm change ids" \["4","5","6"],"configuration item ids" \["7","8","9"]}} output parameter type description status code number http status code of the response reason string response reason phrase problem object output field problem problem id string unique identifier problem number string output field problem number problem name string name of the resource problem description string output field problem description problem state string output field problem state problem root cause string output field problem root cause problem symptoms string output field problem symptoms problem workaround string output field problem workaround problem site object output field problem site problem site id string unique identifier problem site name string name of the resource problem site location string output field problem site location problem site description string output field problem site description problem site time zone string output field problem site time zone problem department object output field problem department problem department id string unique identifier problem department name string name of the resource problem department description string output field problem department description problem department default assignee id string unique identifier problem priority string output field problem priority problem created by object output field problem created by problem created by id string unique identifier output example {"status code" 200,"response headers" {},"reason" "ok","json body" {"problem" {"id" "10000","number" "1000","name" "problem name","description" "description","state" "new","root cause" "root cause description","symptoms" "symptoms description","workaround" "workaround description","site" {},"department" {},"priority" "high","created by" {},"assignee" {},"requester" {},"custom fields values" \[]}}} delete comment by id removes a specific comment from an item in solarwinds service desk by specifying object type, id, and comment id endpoint url /{{object type}}/{{id}}/comments/{{comment id}} method delete input argument name type required description path parameters object type string required source object type path parameters id string required numeric id of the object to get or update path parameters comment id string required numeric id of the comment input example {"path parameters" {"object type" "incidents","id" "1","comment id" "22"}} output parameter type description status code number http status code of the response reason string response reason phrase messages object response message messages message string response message output example {"status code" 200,"response headers" {},"reason" "ok","json body" {"messages" {"message" "deleted comment"}}} delete incident by id removes a specified incident from solarwinds service desk using the unique identifier provided endpoint url /incidents/{{id}} method delete input argument name type required description path parameters id string required numeric id of the object to get or update input example {"path parameters" {"id" "1"}} output parameter type description status code number http status code of the response reason string response reason phrase deleted ids array unique identifier output example {"status code" 200,"response headers" {},"reason" "ok","json body" {"deleted ids" \["1"]}} get incident by id retrieve detailed information for a specific incident using its id from solarwinds service desk endpoint url /incidents/{{id}} method get input argument name type required description parameters layout string optional this affects the length of the returned records, and is relevant for changes, contracts, hardwares, incidents, other assets, problems, and solutions path parameters id string required numeric id of the object to get or update input example {"parameters" {"layout" "short"},"path parameters" {"id" "10000"}} output parameter type description status code number http status code of the response reason string response reason phrase id number unique identifier number number output field number name string name of the resource description string output field description description no html string output field description no html state string output field state priority string output field priority category object output field category category id number unique identifier category name string name of the resource category default tags string output field category default tags category parent id string unique identifier category default assignee id number unique identifier category deleted boolean output field category deleted subcategory object output field subcategory subcategory id number unique identifier subcategory name string name of the resource subcategory default tags string output field subcategory default tags subcategory parent id string unique identifier subcategory default assignee id number unique identifier subcategory deleted boolean output field subcategory deleted assignee object output field assignee assignee group id number unique identifier output example {"id" 123,"number" 123,"name" "example name","description" "string","description no html" "string","state" "string","priority" "string","category" {"id" 123,"name" "example name","default tags" "string","parent id" "string","default assignee id" 123,"deleted"\ true},"subcategory" {"id" 123,"name" "example name","default tags" "string","parent id" "string","default assignee id" 123,"deleted"\ true},"assignee" {"group id" 123,"is user" "string","id" 123,"name" "example name","email" "user\@example co get incidents retrieve a detailed list of incidents from solarwinds service desk, including status, assignee, and creation date endpoint url /incidents method get input argument name type required description parameters layout string optional this affects the length of the returned records, and is relevant for changes, contracts, hardwares, incidents, other assets, problems, and solutions parameters updated string optional parameters for the get incidents action parameters updated custom gte string optional parameters for the get incidents action parameters updated custom lte string optional parameters for the get incidents action input example {"parameters" {"layout" "short","updated" "30","updated custom gte" "mar 2 2023","updated custom lte" "apr 2 2024"}} output parameter type description status code number http status code of the response reason string response reason phrase output example {"status code" 200,"response headers" {},"reason" "ok","json body" \[{"id" 10000,"number" 1000,"name" "incident name","description" "\<p>description\</p>","description no html" "description","state" "new","priority" "high","category" {},"subcategory" {},"assignee" {},"requester" {},"created at" "2024 01 01t00 00 00 000+01 00","updated at" "2024 01 01t00 00 00 000+01 00","due at" "2025 01 01t00 00 00 000+01 00","sla violations" \[]}]} get problem by id retrieve detailed information for a specific problem in solarwinds service desk using its unique identifier endpoint url /problem/{{id}} method get input argument name type required description parameters layout string optional this affects the length of the returned records, and is relevant for changes, contracts, hardwares, incidents, other assets, problems, and solutions path parameters id string required numeric id of the object to get or update input example {"parameters" {"layout" "short"},"path parameters" {"id" "1"}} output parameter type description status code number http status code of the response reason string response reason phrase problem object output field problem problem id string unique identifier problem number string output field problem number problem name string name of the resource problem description string output field problem description problem state string output field problem state problem root cause string output field problem root cause problem symptoms string output field problem symptoms problem workaround string output field problem workaround problem site object output field problem site problem site id string unique identifier problem site name string name of the resource problem site location string output field problem site location problem site description string output field problem site description problem site time zone string output field problem site time zone problem department object output field problem department problem department id string unique identifier problem department name string name of the resource problem department description string output field problem department description problem department default assignee id string unique identifier problem priority string output field problem priority problem created by object output field problem created by problem created by id string unique identifier output example {"status code" 200,"response headers" {},"reason" "ok","json body" {"problem" {"id" "10000","number" "1000","name" "problem name","description" "description","state" "new","root cause" "root cause description","symptoms" "symptoms description","workaround" "workaround description","site" {},"department" {},"priority" "high","created by" {},"assignee" {},"requester" {},"custom fields values" \[]}}} get problems retrieve an overview of ongoing issues by listing problem records from solarwinds service desk endpoint url /problems method get input argument name type required description parameters layout string optional this affects the length of the returned records, and is relevant for changes, contracts, hardwares, incidents, other assets, problems, and solutions input example {"parameters" {"layout" "long"}} output parameter type description status code number http status code of the response reason string response reason phrase output example {"status code" 200,"response headers" {},"reason" "ok","json body" \[{"problem" {}}]} update comment by id updates a comment by its id for a given object type in solarwinds service desk, utilizing specified path parameters endpoint url /{{object type}}/{{id}}/comments/{{comment id}} method put input argument name type required description path parameters object type string required source object type path parameters id string required numeric id of the object to get or update path parameters comment id string required numeric id of the comment comment object optional parameter for update comment by id comment body string optional request body data comment is private string optional parameter for update comment by id comment user id string optional unique identifier input example {"json body" {"comment" {"body" "comment body","is private" "true","user id" "1"}},"path parameters" {"object type" "string","id" "string","comment id" "string"}} output parameter type description status code number http status code of the response reason string response reason phrase comment object output field comment comment id string unique identifier comment body string request body data comment is private string output field comment is private comment created at string output field comment created at comment updated at string output field comment updated at comment user object output field comment user comment user id string unique identifier comment user account id string unique identifier comment user user id string unique identifier comment user email string output field comment user email comment user name string name of the resource comment user disabled boolean output field comment user disabled comment user avatar object output field comment user avatar comment user avatar type string type of the resource comment user avatar color string output field comment user avatar color comment user avatar initials string output field comment user avatar initials comment commenter id string unique identifier comment commenter type string type of the resource output example {"status code" 200,"response headers" {},"reason" "ok","json body" {"comment" {"id" "1","body" "comment body","is private" "true","created at" "2025 01 01t00 00 00 000+01 00","updated at" "2025 01 01t00 00 00 000+01 00","user" {},"commenter id" "1","commenter type" "incident"}}} update incident by id updates an existing incident in solarwinds service desk with specified id and provided field data endpoint url /incidents/{{id}} method put input argument name type required description path parameters id string required parameters for the update incident by id action incident object optional unique identifier incident name string optional the name property accepts a maximum of 255 chars values exceeding this limit will be truncated with ellipsis incident site id number optional unique identifier incident department id number optional unique identifier incident description string optional unique identifier incident state id number optional unique identifier incident assignee object optional unique identifier incident assignee email string required unique identifier incident requester object optional unique identifier incident requester email string required unique identifier incident priority string optional unique identifier incident category object optional unique identifier incident category name string required unique identifier incident subcategory object optional unique identifier incident subcategory name string required unique identifier incident due at string optional unique identifier incident add to tag list string optional unique identifier incident remove from tag list string optional unique identifier incident tag list string optional unique identifier incident custom fields values attributes array optional unique identifier incident custom fields values attributes id number optional unique identifier incident custom fields values attributes custom field id number optional unique identifier incident custom fields values attributes value string optional unique identifier incident custom fields values object optional unique identifier input example {"json body" {"incident" {"name" "incident name","site id" 1,"department id" 1,"description" "description","state id" 1,"assignee" {"email" "john doe\@email com"},"requester" {"email" "john doe\@email com"},"priority" "high","category" {"name" "facilities"},"subcategory" {"name" "equipment"},"due at" "jan 01,2025","add to tag list" "tag1, tag2","remove from tag list" "tag3","tag list" "tag1, tag2","custom fields values attributes" \[{"id" 10,"custom field id" 1,"value" "content"},{"id" 100,"custom field id" 2,"value" "1"}],"custom fields values" {"custom fields value" \[{"name" "text custom field","value" "content"},{"name" "user custom field","user value" {"email" "john doe\@email com"}}]},"incidents" \[{"number" 100}],"problems" \[{"number" 100}],"changes" \[{"number" 100}],"solutions" \[{"number" 100}],"releases" \[{"number" 100}],"purchase orders" \[{"number" 100}],"configuration items" \[{"name" "item name"}],"configuration item ids" \[100],"cc" \["jane doe\@email com"]}},"path parameters" {"id" "1"}} output parameter type description status code number http status code of the response reason string response reason phrase incident object unique identifier incident name string unique identifier incident site id number unique identifier incident department id number unique identifier incident description string unique identifier incident state id number unique identifier incident assignee object unique identifier incident assignee email string unique identifier incident requester object unique identifier incident requester email string unique identifier incident priority string unique identifier incident category object unique identifier incident category name string unique identifier incident subcategory object unique identifier incident subcategory name string unique identifier incident due at string unique identifier incident add to tag list string unique identifier incident remove from tag list string unique identifier incident tag list string unique identifier incident custom fields values attributes array unique identifier incident custom fields values attributes id number unique identifier incident custom fields values attributes custom field id number unique identifier incident custom fields values attributes value string unique identifier output example {"status code" 200,"response headers" {},"reason" "ok","json body" {"incident" {"name" "incident name","site id" 1,"department id" 1,"description" "description","state id" 1,"assignee" {},"requester" {},"priority" "high","category" {},"subcategory" {},"due at" "jan 01,2025","add to tag list" "tag1, tag2","remove from tag list" "tag3","tag list" "tag1, tag2","custom fields values attributes" \[]}}} response headers header description example content type the media type of the resource application/json date the date and time at which the message was originated thu, 01 jan 2024 00 00 00 gmt