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SolarWinds Service Desk (formerly Samanage)

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Overview

Nucleus enables you to sync your SolarWinds Service Desk (formerly Samanage) ticketing system directly from the SA Manage/SolarWinds Service Desk system into the Nucleus console using an automated connector. The connector uses the APIs provided by SA Manage/SolarWinds Service Desk for bi-directional ticketing within Nucleus projects for use in ticketing, tracking, and remediation monitoring.

SA Manage/SolarWinds Service Desk ticketing system allows you to create bi-directional tickets in SolarWinds Service Desk to collaborate on issues with your team. With Nucleus and Solar Winds Service Deck you can:

  • Create and assign SolarWinds Service Desk tickets on instances of vulnerabilities without leaving Nucleus.
  • Keep comments in sync across both Nucleus findings and SolarWinds Service Desk tickets automatically.
  • Automate the creation of SolarWinds Service Desk tickets using Nucleus Automation Workflows.

Establish connection

Do this first.

Request a "JSON Web Token" from your administrator.

  1. From within a project, go to Project Administration > Connectors.

  2. Find and click the SolarWinds Service Desk icon.

  3. In the Setup Service Desk Connector pop-up modal, complete the following:

Attention

If you are using the Nucleus Agent, please refer to the document here

Field Info
Location Select whether you are in the US or Europe Samanage Zone.
SolarWinds Service Desk URL Enter the base path to your SolarWinds Service Desk (Samanage) instance.
Token Enter the token you received from your Samanage administrator.

  1. Click the Save Changes button and wait for the success message.

  2. Click the Test Connection button. You'll see a message to notify you that the connection test was successful. Your connector is now setup properly.

  3. If desired, set the Default Assignee and Default Requester then click the Save Changes button.

  4. Close the pop-up modal.

Create a ticket

  1. Navigate to the Vulnerabilities > Active page.
  2. Click on any vulnerability to open the vulnerability details view.
  3. Click the Instances tab.
  4. Select one or more instances of the vulnerability and click Create Issue.
  5. In the Create Issue pop-up modal, fill out the form and click the Submit button.
  6. The issue has now been created in your Nucleus and SolarWinds Service Desk instances.

If you have any questions, please contact us through the support center.