Create a tracking ticket for each alert

When xMatters raises a new alert, create a ticket in SolarWinds Service Desk so it is tracked to closure.

Try:

See all xMatters + SolarWinds Service Desk integrations or talk to a human

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

xMatters Explore xMatters →

Triggers

New alert

Fires when a monitor or check in xMatters raises an alert.

New or updated incident

Fires when an incident is opened or updated in xMatters.

Monitor state changed

Fires when a monitored site, service or alarm in xMatters changes state.

Actions

Create incident

Opens a new incident or alert in xMatters.

Acknowledge incident

Acknowledges an open incident in xMatters.

Resolve incident

Resolves an incident in xMatters.

SolarWinds Service Desk Explore SolarWinds Service Desk →

Triggers

New ticket or conversation

Fires when a new support ticket or chat conversation starts in SolarWinds Service Desk.

Ticket status changed

Fires when a ticket's status changes in SolarWinds Service Desk.

Ticket assigned

Fires when a ticket in SolarWinds Service Desk is assigned to an agent.

SLA breached

Fires when a ticket in SolarWinds Service Desk breaches its response SLA.

Actions

Create ticket

Creates a new ticket in SolarWinds Service Desk.

Update ticket status

Updates a ticket's status in SolarWinds Service Desk.

Assign ticket

Assigns a ticket in SolarWinds Service Desk to an agent.

Reply to a ticket or chat

Posts a reply or internal note on a ticket or conversation in SolarWinds Service Desk.

Open an incident from an urgent ticket When an urgent ticket is created in SolarWinds Service Desk, create an incident in xMatters. See details

Update tickets when an incident is resolved When an incident is resolved in xMatters, add a note to the related tickets in SolarWinds Service Desk. See details

See all xMatters + SolarWinds Service Desk integrations → · Browse the full workflow library →

Enterprise-grade security

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FAQ

Common questions

Can Knit build “Create a tracking ticket for each alert” between xMatters and SolarWinds Service Desk?

Yes — describe it in the box above and Knit's Integrations Agent researches xMatters and SolarWinds Service Desk's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

Why connect incident management to a helpdesk?

When something breaks, tickets pile up in SolarWinds Service Desk. Linking them to the incident in xMatters keeps support informed and avoids duplicate investigation.

Can a ticket open an incident?

Yes. When a ticket in SolarWinds Service Desk reports an outage, you can create an incident in xMatters for the on-call team.