Integrating with ServiceDesk Plus (SDP) Cloud

• Overview
  • About the integration
  • Logging trouble tickets
• Integrating ServiceDesk Plus Cloud with Applications Manager
• Ticket Settings
  • Reopen Settings
  • Update Settings
  • Accessing from Applications Manager
• Configuration Item Details

Overview

About the integration

ManageEngine ServiceDesk Plus Cloud (formerly ServiceDesk Plus On-Demand) is an online help desk software built on the ITIL framework with integrated asset management capability.

Logging trouble tickets

Applications Manager has the ability to automatically log trouble tickets for a specific alarm and to notify the concerned technician when a particular process exceeds the set threshold point. Along with the provision to e-mail, SMS, and other notifications, alarms can also be tracked by automatically logging trouble tickets to ServiceDesk Plus. Applications Manager takes care of the two way syncing of Alerts & Tickets status from SDP. For example, you can automatically log a ticket when an alarm is raised, reopen the ticket whenever an alarm is reoccurred or close the ticket if the alarm is cleared. In addition to this, the alerts under the Alarms tab include a Ticket Icon which loads the ticket raised when clicked on.

Integrating ServiceDesk Plus Cloud with Applications Manager

• Setting up Applications Manager
• Ticket Settings

Setting up Applications Manager

1. Under Settings tab, click on Add-On Settings under Product Settings.
2. Click on the Add icon shown under the ServiceDesk Plus Cloud section. This will take you to the ServiceDesk Plus Cloud Server Details page. Refer to know more on the steps to integrate ServiceDesk Plus Cloud with Applications Manager.
3. Specify the URL from which the SDP Cloud needs to be accessed.
4. Select the OAuth provider from the drop-down menu. If you want to add a new OAuth provider, click on Add OAuth Provider.
5. Enable the Repeat mails until successful connection checkbox to repeat mail notifications until connection is established successfully. After enabling, specify the Repeat Interval (in minutes) after which mail notification has to be repeated.
6. Enable the Mail Notification for Connectivity Failure toggle button if you wish to trigger mail notifications in case of connectivity failures. After enabling this option, enter the following details:
   • Configure the email to which the notification has to be sent. You can configure either by choosing Admin email (Mail address configured for the admin user or the mail address in SMTP configuration) or by selecting email actions to be triggered for the selected email from the dropdown.
   • Enable the Append Custom Message checkbox if you want to append customized text messages along with the mail notification.
   • Enable the Repeat mails until successful connection checkbox to repeat mail notifications until connection is established successfully. After enabling, specify the Repeat Interval (in minutes) after which mail notification has to be repeated.
7. By enabling Log tickets toggle button you have the option to configure Ticket Settings.
8. Enable Configuration Item (CI) sync toggle button to configure  Configuration Item Settings .
9. After configuring the necessary settings, click Test Connection and Save to check if the connection is working and save the settings.

Ticket Settings

• Reopen Settings
• Update Settings
• Accessing from Applications Manager

Reopen Settings

1. Set Applications Manager to perform one of the following actions when an alarm is raised again for a closed ticket:
   • To reopen the ticket whenever an alarm is reoccurred.
   • To reopen the ticket within a certain number of days from the closed time. If the ticket is not reopened, a new ticket is automatically created. (To reopen the ticket whenever an alarm is reoccurred within a certain number of days else open a new ticket.)
   • To create a new ticket or to open a new ticket whenever an alarm has re-occurred.
2. Set Applications Manager to perform one of the following actions when an alarm is raised again for a resolved ticket:
   • To reopen the ticket whenever an alarm is re-occurred.
   • To reopen the ticket within a certain number of days from the closed time. If the ticket is not reopened, a new ticket is automatically created. (To reopen the ticket whenever an alarm is reoccurred within a certain number of days, else open a new ticket.)
   • To create a new ticket or to open a new ticket whenever an alarm has re-occurred.
3. Set Applications Manager to perform one of the following actions when an alarm is raised for an entity that was previously clear and if the existing ticket in Help Desk is not closed/resolved:
   • To update the existing ticket whenever an alarm is re-occurred.
   • To update the existing ticket within a certain number of days from the clear alert. If the ticket is not updated, a new ticket is automatically created. (To update the existing ticket whenever an alarm is reoccurred within a certain number of days, else open a new ticket.)
   • To update the notes associated with that ticket.
   • To create a new ticket or to open a new ticket whenever an alarm has re-occurred.
4. Enable on-demand ticket generation using :
   • Raise a ticket action, so that you can raise a ticket on demand using a ticket action from alarms page. The new on-demand tickets are mapped to the respective configuration items.
   • Request Form, so that you can raise a ticket on demand using the request form from alarms page. The new on-demand tickets are mapped to the respective configuration items.

Update Settings

1. Set Applications Manager to perform one of the following actions when the severity of an alarm is changed / RCA of the alarm is updated for an already created ticket:
   • To update the ticket.
   • To update the notes associated with that ticket.
2. Set Applications Manager to perform one of the following actions when an alarm is cleared for a ticket:
   • To close the ticket.
   • To update the notes associated with that ticket.
3. Set Applications Manager to perform one of the following actions when a monitor or a ticket action or a metric is deleted for a ticket:
   • To close the ticket.
   • To update the notes associated with that ticket.
4. Update the ticket only if there is a status change in the alarm.
   • If enabled, action is triggered only when there is a status change in alarm.
5. Add notes for the ticket whenever an annotation is made for the alarm.

Accessing from Applications Manager

1. Access ticket details from Application Manager. User can access the ticket details from the ticket details link in the alert details page.
2. Launch Read-only ticket. When selected, the ticket details launched from Applications Manager would be read only.
3. Over-write the request template with the fields selected in the action profile.
   • This option is disabled by default. In Log a ticket action, on selecting the Incident template, the other fields will be hidden. The default values of the Incident template chosen would be used to log the trouble ticket in ServiceDesk Plus.
   • If enabled, the other fields will become visible, thereby, allowing the user to modify the default fields of the Incident template.

Configuration Item Details in CMDB

Once the ServiceDesk Plus Cloud Settings are configured, Applications Manager identifies all the monitors which are considered as valid Configuration Items (unless you have configured to exclude a monitor(s) or a selected monitor type(s)) and adds them as Configuration Items in ServiceDesk Plus Cloud CMDB.

You can change the following Configuration Item Settings by enabling the Configuration Item (CI) sync toggle button under the Add-On Settings tab.

• Delete the CI if the corresponding monitor is deleted
• Exclude the monitor(s) of the selected monitor type(s). Users can select the monitors types that they wish to exclude from the list provided to be added as CI(s). Select the monitors that you wish to exclude from the first list and move it to the second list.