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Solarwinds Service Desk Integration with Goverlan Remote Support

Solarwinds Service Desk (formerly Samanage) easily integrates with Goverlan within seconds to combine incident management with problem resolution.

Once integrated, you will be able to access, manage and work on your Solarwinds Service Desk tickets directly from within Goverlan and quickly resolve issues. Upon working on a ticket, the full transcript of Goverlan actions is automatically registered in the incident record for accountability, auditing and knowledge building.

Solarwinds Service Desk Integration with Goverlan Remote Support

You do not need to modify your Solarwinds Service Desk configuration or install a Solarwinds Service Desk extension, the integration happens within Goverlan. Open the Goverlan General Settings, select the Incident Management category and select the Solarwinds Service Desk provider from the list:

Provide the following information:

Provider web service URL Enter the web address of your Solarwinds Service Desk company instance.

E.g.:  https://your_company.samanage.com

Operator Console URL This optional setting accepts a Solarwinds Service Desk web address that you wish to configure as the default location to go to, when clicking on the Solarwinds Service Desk icon within Goverlan:

This is a convenient way to quickly access your favorite dashboard or area within your service desk portal.

If you leave this blank, the Provider web service URL is used by default.

Email Address Your Solarwinds Service Desk web portal user identifier
API Token Your Solarwinds Service Desk API Token.

Please refer to your product documentation for further instruction on API Tokens.

Max rows per query The maximum number of incidents returned by Solarwinds Service Desk when placing a query. Keeping this setting low improves performance and responsiveness.

Once the settings have been entered, click on the Test Connection button to validate the configuration.

Solarwinds Service Desk Incident Management via Goverlan Remote Support

Once Goverlan is integrated with Solarwinds Service Desk, you will be able to perform the following actions:

Updated on January 24, 2020

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