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ManageEngine ServiceDesk Plus(SDP), is a helpdesk management solution from the stables of ManageEngine, available both on cloud and on-premises. This is the ideal integration from the MDM standpoint, as it lets you use MDM data for reactive management, in addition to the proactive management it already facilitates. With the SDP integration, you can have certain actions logged in as tickets in the SDP portal automatically and/or also have the high level asset data of devices synced for granular inventory management in your organization.This is applicable for MDM On-Premises.
MDM combines its capabilities with that of SDP, providing better control over the managed devices. As every organization might have different needs from the integration, you have the option of selecting the features you want to utilize through this integration. Currently, MDM supports the following features:
With the granular asset management present in ServiceDesk Plus used for managing all the assets(such as routers, switches etc.,) in an organization, sharing the high level asset data of the devices managed using MDM, makes it easier to view all asset details from a central location. This data gets periodically shared with SDP giving the IT admins with better actionable insights, all from the convenience of the same portal used for managing other assets. Any action performed in SDP, based on the asset data is also logged in the portal leading to easier auditing.
This another important feature available as a result of the integration with SDP, whereby certain alerts provided by MDM can be automatically logged in as tickets leading to enhanced insights as well as quicker actions. Currently, MDM supports logging alerts sent to users regarding blocklisted apps, as tickets in the SDP portal. This has been chosen primarily because of the inherent seriousness of how non-compliant apps present on a device, can lead to unauthorized data loss/access. Though MDM allows disabling of blocklisted apps, it is supported only for certain set of devices. For other devices though, MDM does allow you to notify the users regarding the blocklisted app and request them to remove the same. However, the compliance standards of your organization, might want to perform different actions for the users having devices with blocklisted apps including having it logged in the SDP helpdesk portal for future auditing and analysis. MDM lets the alerts sent for removing blocklisted apps logged in as tickets in SDP, proving the IT admin with details regarding the blocklisted apps present in the organization as well as the devices having these blocklisted apps, all in a centralized space - the SDP helpdesk portal.
In addition to just sharing the data with the ServiceDesk Plus portal, Mobile Device Manager Plus also allows you to completely integrate the UI of both ServiceDesk Plus and Mobile Device Manager Plus. Doing so will allow the help desk technician perform various device management tasks, like associating profiles and distributing apps to devices, right from the ServiceDesk Plus console. This will allow the helpdesk technicians to quickly perform the different routine and mundane tasks, which in turn results in higher number of closed tickets and improves productivity.
Integrating MDM with ServiceDesk Plus is quick and simple, whereby you can have the integration setup and working in a few minutes. Before the integration, ensure the pre-requisites are fulfilled.
You need to initiate the integration from the MDM server as explained below:
In the Mobile Device Manager Plus console
The API key is used to link the MDM server with SDP server, thereby completing the integration. Follow the steps below to generate API key:
In the ServiceDesk Plus console
The generation of this authentication key in the ServiceDesk Plus console is required only if you want to completely integrate ServiceDesk Plus and Mobile Device Manager Plus. It is not required to just share the asset data and log alerts in ServiceDesk Plus.
NOTE: You can create the authentication key, if you have logged into ServiceDesk Plus as an administrator.
To integrate the MDM UI with ServiceDesk Plus, you'll have to configure MDM server settings in ServiceDesk Plus
After enabling the MDM menu, ServiceDesk Plus users will be able to view the MDM menu on the SDP console.
Having integrated the UI of MDM with ServiceDesk Plus, the next step to do is to enable this menu for ServiceDesk Plus users. The MDM menu, by default, will be visible to all users with administrative privileges in ServiceDesk Plus (Build #9402 and above). However, when you configure the MDM Server settings, it will be visible only for whom the menu has been enabled.
To enable the MDM menu for users, follow the steps given below:
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You should login to ServiceDesk Plus as a technician with Admin privileges in ServiceDesk Plus. |
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MDM menu can be enabled only by the Administrator. |
There are certain scenarios where you might need to change the integration settings. Requirements such as enabling new features or modifying the server details in case of permanent server relocation are all too common. MDM allows modifying specific settings without affecting the integration as a whole. Follow the steps given below to modify the settings:
You can also to remove the SDP integration, ensuring there is no further asset data and/or tickets specified on the SDP portal. However, the previously synced data and logged tickets can still be accessed in the SDP portal and must be removed manually, if need be. To remove the integration, follow the steps below:
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