> For the complete documentation index, see [llms.txt](https://docs.harmony.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.harmony.io/integrations/it-service-management/solarwinds.md). # 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](/files/9mmrNnsyY8OXfGNm683u) **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](/files/dnncjUZhCHUe1zinYOMN) 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 --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.harmony.io/integrations/it-service-management/solarwinds.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.