SolarWinds API Integration with Summit ITSM

mishra.shubham

Does anyone know how to integrate third party ticketing tool Summit ITSM and helix with SolarWinds 

ronan.tonilon

Disclaimer:
The content posted herein are provided as a suggestion or recommendation to you for your internal use. The information set forth herein may come from third party website or customers. SolarWinds is not liable for any downtime or any issue that may occur if you perform the following suggestions on the link provided. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment.
Please try this first in a lab environment, before implementing to your production.

You can open a support ticket to get insights, but please take note of our Working with Support Policy, customizations are not supported especially if this would involved custom scripts or queries, support can assist in a best effort practice since our support team is intended as a break fix support.


Integrating third-party ITSM tools like Summit ITSM and BMC Helix with SolarWinds allows automated ticket creation, updates, and closures based on alerts. While SolarWinds provides native integration with ServiceNow, third-party platforms like Summit and Helix require a custom or API-based approach.

Common Integration Scenarios

SolarWinds Alert	ITSM Action
Critical Node Down	Create incident/ticket
Node recovered	Resolve ticket
Interface flapping	Add work note or escalate

General Integration Methods

1. HTTP POST / REST API Integration (Recommended)

If your ITSM tool supports REST APIs (most do), you can:

• Use SolarWinds “Trigger Action → Send a REST API call (HTTP POST/PUT)”.

• Format the request payload (JSON/XML) to match the ITSM’s API endpoint for ticket creation.

SolarWinds Steps:

1. Go to Alert Manager → Trigger Actions.

2. Choose "Trigger a Web Request".

3. Configure:

   • URL of your ITSM endpoint.

   • HTTP method (POST/PUT).

   • Headers (e.g., Content-Type: application/json).

   • Payload using variables like:

     <span><span class="hljs-punctuation">{</span> <span class="hljs-attr">"title"</span><span class="hljs-punctuation">:</span> <span class="hljs-string">"${N=Alerting;M=AlertName}"</span><span class="hljs-punctuation">,</span> <span class="hljs-attr">"description"</span><span class="hljs-punctuation">:</span> <span class="hljs-string">"${N=Alerting;M=AlertMessage}"</span><span class="hljs-punctuation">,</span> <span class="hljs-attr">"ci"</span><span class="hljs-punctuation">:</span> <span class="hljs-string">"${N=SwisEntity;M=Node.Caption}"</span><span class="hljs-punctuation">,</span> <span class="hljs-attr">"priority"</span><span class="hljs-punctuation">:</span> <span class="hljs-string">"High"</span><span class="hljs-punctuation">}</span></span>

Works with BMC Helix and most Summit ITSM deployments that support REST endpoints.

2. Email-Based Ticket Creation (Fallback)

If the ITSM tool accepts inbound emails to create tickets:

• Use “Send Email” as a trigger action.

• Format subject/body to follow required template.

Limitations:

• No ticket update/closure.

• Cannot easily capture ticket ID for feedback into SolarWinds.

3. Middleware or Integration Hub

Use a bridge platform like:

• Zapier, n8n, or custom scripts

• Event broker (e.g., Webhook to Lambda/Python → Call ITSM API)

This method provides:

• Retry logic

• Logging

• Transformation of payloads

4. SolarWinds Orion SDK / SWIS + Script

Use PowerShell or Python script triggered from alerts:

• Script pulls alert data and sends API request to Summit/Helix.

• Return ticket number (can store in custom property or alert note).

Examples

Summit ITSM (Custom API)

Summit’s API docs usually allow:

• /createIncident

• /updateIncident
  Example:

<span>POST <a href="https://summit.yourdomain.com/api/incidents">summit.yourdomain.com/.../incidents</a><br />Headers:<br />&nbsp; Authorization: Bearer <token><br />&nbsp; Content-Type: application/json<br />Body:<br />{<br />&nbsp; "title": "SolarWinds Alert - ${N=Alerting;M=AlertName}",<br />&nbsp; "description": "${N=Alerting;M=AlertDetails}",<br />&nbsp; "source": "SolarWinds", "severity": "Critical"<br />}</span>

BMC Helix (Modern API)

Example payload:

<span><span class="hljs-punctuation">{</span><br /> <span class="hljs-attr">&nbsp; "values"</span><span class="hljs-punctuation">:</span> <span class="hljs-punctuation">{</span><br /> <span class="hljs-attr">&nbsp; &nbsp; "Description"</span><span class="hljs-punctuation">:</span> <span class="hljs-string">"${N=Alerting;M=AlertMessage}"</span><span class="hljs-punctuation">,</span><br /> <span class="hljs-attr">&nbsp; &nbsp; "Impact"</span><span class="hljs-punctuation">:</span> <span class="hljs-string">"4"</span><span class="hljs-punctuation">,</span><br /> <span class="hljs-attr">&nbsp; &nbsp; "Urgency"</span><span class="hljs-punctuation">:</span> <span class="hljs-string">"4"</span><span class="hljs-punctuation">,</span><br /> <span class="hljs-attr">&nbsp; &nbsp; "Service_Type"</span><span class="hljs-punctuation">:</span> <span class="hljs-string">"User Service Restoration"</span><br /> <span class="hljs-punctuation">&nbsp; }</span><br /><span class="hljs-punctuation">}</span></span>

Summary Table

ITSM Tool	Native SolarWinds Support	Best Integration Method
Summit ITSM	No	REST API or email
BMC Helix	No	REST API (Web Request)
ServiceNow	Yes	Native connector
Others		REST API + custom alert action

Hope this helps.