Solarwinds Service Desk Zero Trust Integration

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Support Statement

DISCLAIMER

This documentation is provided "as is" without support for 3rd party software. The level of support for this integration guide is best effort without any SLA on response time. No 3rd party product support can be provided by Superna directly. 3rd party components require support contracts. See EULA for more details.

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Overview

Solarwinds Service Desk is a cloud-based, AI-powered IT service management (ITSM) platform built to maximize productivity and accelerate resolution with fast time to value.

Solution Overview

Superna Defender Zero Trust API receives webhook alerts and parses the key data into HTTPS API payload events that are sent to the Solarwinds Service Desk endpoint URL.

Advanced Zero Trust Capabilities

• Webhook to native HTTPS API to create incidents
• Updates to the state of an incident apply a comment to an existing incident using the event ID to locate the existing case that matches the event in Data Security Edition
• Custom category creation — incidents of type Security Alert can be customized

What Is Solarwinds Service Desk?

Solarwinds Service Desk is a cloud-based, AI-powered IT service management (ITSM) platform built to maximize productivity and accelerate resolution with fast time to value.

Integration Architecture

Solution Configuration in Solarwinds Service Desk and Data Security Edition Zero Trust

Prerequisites

• Installed Security Edition
• Eyeglass OS appliance version 15.5 — verify with cat /etc/os-release
• License key for the Zero Trust API
• Solarwinds Service Desk with a service account for creating tickets

Configuration in Solarwinds Service Desk

1. Log in to the Solarwinds Service Desk console.
2. Create a service account user.
3. Use the action menu on the user account page to create a JSON web token (or reset if one already exists).
4. On the main user page, click Show web token to copy the value for use in the steps below.

Configuration Steps on Eyeglass Virtual Machine

High-Level Steps

1. Create the Python location to run the application on the Eyeglass VM.
2. Create the Python main application script.
3. Create the Linux systemd service and set it to auto-start.
4. Create the Zero Trust configuration in Data Security Edition.
5. Update the main script to customize it with the Solarwinds Service Desk Python code.
6. Test the script is running as a service.
7. Create a test event in Defender to validate alerts appear as incidents in Solarwinds Service Desk.

Configure the Service Start and Python Integration Files

Log in to the Eyeglass VM via SSH as the admin user:

ssh admin@<your-vm-ip>

Become root:

sudo -s

mkdir -p /opt/superna/cgi-bin

chown -R sca:users /opt/superna/cgi-bin

chmod -R u+rwX,g+rwX /opt/superna/cgi-bin

Switch to the SCA user:

sudo -u sca -s

cd /opt/superna/cgi-bin

Create a Python virtual environment for the integration:

python3 -m venv venv-solarwinds

source venv-solarwinds/bin/activate

Install required Python packages:

pip install flask requests

deactivate

Create integration script files:

touch solarwinds.py

touch solarwinds.sh

chmod +x solarwinds.py

chmod +x solarwinds.sh

Create the solarwinds.sh launch script:

nano /opt/superna/cgi-bin/solarwinds.sh

Paste the following content into the file:

#!/bin/bash

export PATH="/opt/.pyenv/bin:$PATH"

source /opt/superna/cgi-bin/venv-solarwinds/bin/activate

exec python /opt/superna/cgi-bin/solarwinds.py

Make the script executable:

chmod +x /opt/superna/cgi-bin/solarwinds.sh

Exit back to root:

exit

whoami # confirm you are root

Create the systemd service unit file:

nano /etc/systemd/system/solarwinds.service

Paste the following content into the file:

[Unit]
Description=Webhook listener for Zero Trust API translations and integrations
After=network.target

[Service]
Type=simple
User=sca
Group=users
WorkingDirectory=/opt/superna/cgi-bin
ExecStart=/bin/bash /opt/superna/cgi-bin/solarwinds.sh
Restart=always
RestartSec=5

[Install]
WantedBy=multi-user.target

Reload systemd to register the new service:

systemctl daemon-reload

Enable the service to start on boot (do not start it yet):

systemctl enable solarwinds

Configure Python Packages and Customize the Integration Code

1. Download the Python template code from the link to download (right-click, save as).

2. Open the Python template file in a text editor. Only replace the placeholder values — do not delete any commas.

3. Locate the following section and replace the placeholder values with your Solarwinds Service Desk endpoint URL, auth token, and service account email:

   SOLARWINDS_URL = 'https://api.samanage.com/incidents.json'
   COMMENTS_URL_TEMPLATE = 'https://api.samanage.com/incidents/{incident_id}/comments.json'
   CATEGORIES_URL = 'https://api.samanage.com/categories.json'
   AUTH_TOKEN = 'xxxxxxx'
   DEFAULT_REQUESTER_EMAIL = "email"
   DEFAULT_CATEGORY_NAME = "Security Alert"

4. Open the production file on the Eyeglass VM:

   nano /opt/superna/cgi-bin/solarwinds.py

5. Open the template file locally in Notepad, select all (Ctrl+A), and copy.

6. Paste the clipboard into the SSH terminal session with the open nano editor.

7. Save the file:

   • Press Ctrl+X
   • Answer Yes to save and exit

8. Start the service and verify it is running:

   systemctl start solarwinds
   
   systemctl status -l solarwinds

   Verify the service returns "active and running". If the service does not start, do not proceed — double-check the steps above.

Configure Defender Zero Trust Webhooks

1. Configure the Zero Trust endpoint in the Ransomware Defender Zero Trust tab.

   Recommended Configuration

   Send only Critical and Major events, and only webhooks that set lockout or delayed lockout. The goal is to send findings rather than a list of alarms that do not pinpoint a security incident. Customers can customize based on specific requirements.

2. The endpoint URL uses localhost and sends webhooks to the application service listening on port 5000:

   http://localhost:5000/webhook

3. Add the following headers to complete the webhook configuration:

   • Content-Type: application/json
   • content-encoding: gzip

4. Click Save to commit the configuration.

5. Click Save on the main Webhook configuration page.

How to Test the Integration with Solarwinds Service Desk

1. Get the IP address of the Eyeglass VM.
2. Download the curl command template and open it with a text editor. Locate the IP address of Eyeglass at the very end of the text and replace it with the IP address of your Eyeglass VM.
3. Copy all the text in the text editor.
4. SSH to the Eyeglass VM as the admin user.
5. Paste the entire CLI command to the SSH prompt to send sample data to the running Zero Trust application.

A successfully processed webhook test returns the following text in the SSH terminal:

done sending event to Solarwinds Service Desk and check for http 200 and success count in response

To review the process logs from the web application:

sudo -s

journalctl -f -u solarwinds

To log to a file and review with nano, showing only the most recent 250 lines:

journalctl -f -n 250 -u solarwinds > /tmp/solarwinds.log

nano /tmp/solarwinds.log

The response code from the Solarwinds Service Desk API call should show HTTP 200 status code and successCount 1 to indicate the incident was successfully created.

Solarwinds Service Desk SecOps Administrators Integration Experience

Once the integration is complete, example incidents created by the integration are visible in the Solarwinds Service Desk interface with the Security Alert category applied. State change events in Data Security Edition result in comments added to the existing incident, matched by event ID.