Steps to integrate Patch Manager Plus with ServiceDesk Plus

This document walks you through the steps of integrating Patch Manager Plus with ServiceDesk Plus. Here's a summary of the steps involved:

API key generation in Patch Manager Plus
API key generation in ServiceDesk Plus

Note:

API key is mandatory to secure communication between both the servers and should be generated in Patch Manager Plus and ServiceDesk Plus servers, separately.
Authentication key can be created only for the logged-on user having administrative privileges.
The integration is available on Patch Manager Plus builds 11.2.2300.05 and above.

In case the integration is not available on the server, kindly contact support.

API key generation in Patch Manager Plus

An API key should be generated in Patch Manager Plus and updated in ServiceDesk Plus. This will authenticate any communication from the Patch Manager Plus server to the ServiceDesk Plus server.

Login to Patch Manager Plus web console using admin credentials and navigate to Admin > ServiceDesk Plus Settings > Integrate with ServiceDesk Plus.

Type in the server IP address / DNS name of the ServiceDesk Plus server along with the configured server port number.

Click on Generate to generate the API key. Copy the key and paste it into API Key and click on Save.
Once done, click on Yes Proceed to integrate.

API key generation in ServiceDesk Plus

Generation of an API key is a must to authenticate the communication between the ServiceDesk Plus and the Patch Manager Plus server. Here's how to generate the API key in the ServiceDesk Plus console.

API Key generation for a new technician:

Navigate to Admin > Users

Click on Technicians
Furnish technician details such as personal details, employee details, contact information, cost details, department details, assign group(s) for the technician, and select permissions by choosing an appropriate project role for the technician.
The next step is to enable login for this technician by providing login details such as name, password, and domain. Also, enable administrator privileges (SDAdmin) by choosing the appropriate checkbox.

Under API key details, either generate or regenerate the API key.

Generation for an existing technician:

To generate the API key for an existing technician, edit the technician details and generate the API key under API key details.

Generation for currently logged-on technician:

To generate the API key for the currently logged-on user:

Click on the user icon from the top-right corner of the console

Click API Key Generation or Personalize > API Key Generation

Copy the generated key and update it in the Patch Manager Plus server for the integration to work.
On the Patch Manager Plus console, navigate to Admin > Integrations > ServiceDesk Plus settings > ServiceDesk Plus details > paste the copied API key > Save.