SolarWinds Service Desk Integration

The following guide will help you to integrate your SolarWinds account with Sprinto as a ticketing system.

Sprinto checks for SolarWinds

Below are the available checks for SolarWinds integration:

Sprinto Check

Required action/ Reference procedure

No new change management tickets were added in over 30 days

The following Sprinto check fails if a change request ticket gets created over 30 days.

Change management ticket should have an assignee

The following Sprinto check fails if any change request tickets don’t have an assignee. How to fix: Assign a relevant stakeholder to the specified change ticket and ensure all tickets have an assignee assigned.

Ticketing system for change management should be setup

The following Sprinto check fails if no ticketing system is configured on your Sprinto account. How to fix: The check starts passing once a ticketing system is configured. Follow the procedure below to configure SolarWinds Service Desk as a ticketing system.

At least one change management system should be connected

The following Sprinto check fails if no change management system is configured on your Sprinto account. How to fix: Ensure at least one change management system is configured.

Before you begin

Ensure you have admin privileges on the SolarWinds Service Desk account you are integrating.
Log in to the Sprinto admin portal using your credentials.

Procedure

Generate API token on SolarWinds Service Disk
1. Log in to your SolarWinds Service Desk account using your credentials.
2. Navigate to Setup > Users & Groups > Users, and locate your User details page.
3. Click on the admin user to generate the token.
4. Click Actions and select Generate JSON web token.
5. Copy the generated token and save it securely. We will need this token on Sprinto to build integration.
Integrate SolarWinds with Sprinto
1. From the Sprinto admin portal, navigate to Security Hub > Settings > Integrations and select the Available tab.
2. Click Connect next to SolarWinds Service Desk.
3. Read the on-screen instructions, then click Next.
4. Enter the token that you copied from Step 1 and select the account region. Click Connect. Note: Upon successful integration, you can find SolarWinds Service Desk under the Active tab.
Configure SolarWinds Service Desk as ticketing system
1. Navigate to Security Hub > Change Mgmt, then select the Change Management Systems tab.
2. Click Add system.
3. Click Add next to SolarWinds Service Desk under the ticketing systems. Note: For active connections, “Connected” is highlighted next to the services.
4. From the configuration page, select the ticket status that represents the changes described in the ticket are incorporated. For example, in a project, tickets in “Closed” status represent incorporated changes.
5. Select the appropriate change type for the configured account.
6. Click Next.
7. Define tickets approval states: Note: Sprinto monitors the tickets and highlights if any change ticket is moved to a closed state without approval.
  1. Enter and define the approval state that represents the requested changes that are reviewed and approved for incorporation. For example, in a project, a ticket in “Approved” status may represent changes approval.
  2. Select who can approve the change tickets. Select one of the following options:
    Anyone in the organization
    Specific person in the organization
  3. If required, click Add another approval state to monitor to add multiple approval states for change tickets.
  4. Select an applicable date. Sprinto validates the change tickets from the selected date.
  5. Select a system owner for the SolarWinds System Desk. By default, InfoSec officer is assigned as the system owner.
  6. Click Finish.