Integration Directory
ITSM

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.

Capabilities

  • Ticket Synchronization: Bidirectional sync between SolarWinds and Harmony
  • AI-Powered Resolution: Autonomous resolution with SolarWinds record keeping
  • SLA Maintenance: Preserve SLA compliance across platforms

What Harmony does with SolarWinds

Harmony is the chat front line for employee requests, and SolarWinds stays the system of record. Employees ask in Slack or Teams, Harmony creates the SolarWinds ticket, and updates sync both ways. Agents keep working in SolarWinds without switching consoles.

Data synced

  • Open tickets imported during setup
  • Ticket updates in both directions when bidirectional sync is on
  • Comments, messages, and attachments
  • User details tied to each ticket

Actions available

  • Create SolarWinds tickets from Harmony and route them to a designated queue
  • Sync comments and status updates in both directions
  • Link Harmony tickets directly to their SolarWinds records

Real-world use cases

Request from chat: An employee opens a request in Slack, Harmony creates the SolarWinds ticket in the right queue, and updates return to the thread.

Autonomous resolution: Harmony resolves a routine request and keeps the SolarWinds record complete for compliance.

One click across: An agent jumps from a Harmony ticket straight to the linked SolarWinds record when they need the full history.

FAQ

Connect SolarWinds Service Desk so employees raise and track tickets in Slack or Teams while SolarWinds stays the system of record. Harmony is the chat front line for employee requests, and SolarWinds stays the system of record.