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SolarWinds integrations

Add a Simplesat survey to the emails SolarWinds Service Desk sends, such as the one for a resolved incident.

You can put a Simplesat survey in the emails SolarWinds Service Desk sends, usually the one a requester gets when their incident is resolved. SolarWinds fills in the requester and the incident's title, department, priority, category and origin, so each response comes in with them.

There's nothing to connect. You copy the survey in Simplesat and paste it into a SolarWinds notification or automation rule.

Before you start

The SolarWinds survey is available on every Simplesat plan. Changing notifications in SolarWinds Service Desk takes an administrator there.

Send surveys from SolarWinds

First, copy the survey in Simplesat:

  1. Create or open the survey and choose External email embed.

  2. Under Choose where to add your survey, choose Solarwinds.

  3. Click Generate embed code.

  4. Choose Visual and click Copy survey.

SolarWinds fills in these variables in every rating link:

What the link carries

SolarWinds variable

Customer email

{{requester_email}}

Customer last name

{{requester_last_name}}

Ticket subject

{{incident_title}}

Ticket fields, saved on the response

{{department}}, {{incident_priority}}, {{incident_category}}, {{incident_origin}}, {{solution_title}}

Placeholders and merge fields explains how placeholders work.

Then paste the survey into SolarWinds' Incident Resolved for Requester notification, or send it from an automation rule if you want to set your own trigger and conditions.

Note: If you use SolarWinds' ESM edition, the menus below start at Service Provider instead of Setup.

The Incident Resolved for Requester notification

  1. In SolarWinds Service Desk, go to Setup → Service Desk → Notifications.

  2. Open Incident Resolved for Requester.

  3. Paste the survey into the Email Body Text box where you want it to appear, and click Save.

An automation rule

  1. In SolarWinds Service Desk, go to Setup → Service Desk → Automation Rules.

  2. Open the rule that should send the survey, or click the plus icon to create one and set its trigger and conditions.

  3. Click + Add Action → Send notification, and paste the survey into the body.

  4. Save the rule.

To test either one, create an incident with yourself as the requester, resolve it, and click a rating in the email SolarWinds sends you.

Troubleshooting

I get more than one response from the same requester for one incident

Each click on a rating saves a new response, so a requester who clicks twice leaves two. Simplesat can't tell that the clicks come from the same incident, because the SolarWinds survey code currently doesn't carry the incident number.

To find the incident a response belongs to, use the title, department, priority, category and origin it carries.

My SolarWinds responses don't show a team member

Simplesat needs a team member's email or ID to know who they are, and the SolarWinds survey code currently carries only the assignee's name. So SolarWinds responses come in without a team member.

You can set the team member yourself, from the response.

FAQ

Do I need to connect SolarWinds to Simplesat?

No. The survey works from the code you pasted into the notification or automation rule.

Do I need to update the survey in SolarWinds when I change it in Simplesat?

After some changes, yes. The survey you pasted into SolarWinds stays as it was when you copied it. If you change the survey's metric question, or its rating choices, icons or labels, copy the survey again from Simplesat and paste it over the old one in SolarWinds. External email embed lists which changes need new code.

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