SolarWinds

SolarWinds Service Desk is an ITSM solution built on ITIL best practices, providing incident management, asset tracking, and service catalog capabilities. Connecting to Harmony enables AI-enhanced ticket resolution while maintaining SolarWinds records for compliance and reporting.

With this integration, your support teams can surface relevant SolarWinds context alongside customer conversations, push and import tickets between platforms, and keep both systems in sync - helping agents resolve issues faster without switching between tools.

What the SolarWinds integration enables

Capability	Description
Ticket Synchronization	Bidirectional sync between SolarWinds and Harmony, including attachments and user details
Ticket Import	Import open SolarWinds tickets directly into Harmony on setup
AI-Powered Resolution	Autonomous resolution with SolarWinds record keeping
Queue Routing	Route tickets to a specific SolarWinds queue for better distribution
Direct Ticket Links	Open a linked SolarWinds ticket directly from a Harmony ticket
SLA Maintenance	Preserve SLA compliance across platforms
Multi-Provider Support	Works alongside other ITSM integrations you may already have configured

Prerequisites

• SolarWinds Admin Access: Administrator role
• API Token: Generated from SolarWinds Service Desk
• Harmony Account: Active workspace

Connect SolarWinds to Harmony

Step 1: Generate API Token in SolarWinds

1. Log in to your SolarWinds Service Desk
2. Navigate to Admin > API Management
3. Generate a new API token for Harmony integration
4. Copy the API token

Step 2: Navigate to Integrations

1. Log in to your Harmony dashboard
2. Go to Settings > Integrations
3. Find SolarWinds under IT Service Management and click Connect

Navigate to SolarWinds integration in Harmony dashboard

Step 3: Configure Connection

1. Enter your Company Subdomain (e.g., mycompany from mycompany.samanage.com)

   • This is also used to generate direct links from Harmony tickets to the corresponding SolarWinds record
2. Enter the API Base URL:

   • US: api.samanage.com
   • EU: api.eu.samanage.com
3. Enter your API Token that you generated in Step 1
4. Select a Default Queue to control which queue incoming tickets are routed to (optional but recommended if you want to separate AI-handled tickets from those managed by other providers or teams)
5. Enable Bidirectional synchronization if you want changes to sync both ways
6. Click Connect

Configure SolarWinds connection settings

Once connected, Harmony will automatically import your open SolarWinds tickets so your agents have full context from day one - no manual re-entry required.

Ticket Synchronization

When a ticket is created in Harmony, it is automatically created in your SolarWinds instance, including attachments and relevant user details. Comments and messages added in Harmony are synced to the corresponding SolarWinds ticket, keeping both systems up to date.

With bidirectional sync enabled, updates made in SolarWinds are also reflected in Harmony, ensuring neither system falls out of date.

Queue Routing

When configuring the integration, you can select a specific queue to assign tickets to. This gives you more control over how incoming tickets are distributed within SolarWinds - for example, routing AI-handled tickets to a dedicated queue separate from those managed by other teams or providers.

Direct Links to SolarWinds Tickets

When your SolarWinds integration is configured, a link appears on each Harmony ticket that takes you straight to the corresponding SolarWinds record. This means you no longer need to manually search for the ticket in SolarWinds - the link is available directly from the Harmony ticket view. Setting your Company Subdomain during configuration is what enables this feature.

Use Cases

• Maintain SolarWinds for compliance while using Harmony AI
• Gradual migration from SolarWinds to autonomous operations
• Hybrid support model for different request types
• Separate AI-handled tickets from human-managed queues using queue routing
• Give agents instant access to SolarWinds records without leaving Harmony