Integrate ServiceDesk Plus On-Premise

    The Firewall Analyzer - ServiceDesk Plus integration helps technicians easily log and track alarms as tickets, and maintain security standards, by logging critical alarms raised in Firewall Analyzer as tickets in ServiceDesk. Firewall Analyzer integrates with ManageEngine ServiceDesk Plus (On-premise) via API.

    How to integrate ServiceDesk Plus On-premise with Firewall Analyzer

    Steps to generate an API key in ServiceDesk Plus On-premise and ServiceDesk Plus MSP

    1. Login to the ServiceDesk Plus UI.
    2. Click on the username on the top right and select API Key Generation.
    3. In the popup window, select Never Expires and click Generate.
    4. API key is now generated and copy it to a notepad.

    Steps to configure ServiceDesk Plus server and getting alarm notified

    Navigate to Settings > General Settings > Third Party Integration > ServiceDesk Plus.

    ServiceDesk Plus

    1. Select the Product Type as ServiceDesk Plus.
    2. Provide Server IP/ DNS Name, Port Number and paste the API key (Technician Key), copied from SDP UI.
    3. Disable CMDB settings.
    4. In the Ticket Settings, select Create a new ticket for If alert re-occurs field.
    5. Select the License agreement.
    6. Click Save.

     

     

    ServiceDesk Plus - MSP

    1. Select the Product Type as ServiceDesk Plus MSP.
    2. Provide Server IP/ DNS Name, Port Number and paste the API key (Technician Key), copied from SDP UI.
    3. Disable CMDB settings.
    4. In the Ticket Settings, select Create a new ticket for If alert re-occurs field.
    5. Enter the Account Name and Site Name of SDP MSP in MSP Settings.
    6. Select the License agreement.
    7. Click Save.

     

     

    Configure notification template with ServiceDesk Plus

    1. Navigate to Settings > Others > Notification templates > Add > Log a ticket and select SDP.
    2. Enter a Template Name, choose Category, Sub Category, Item, Priority, Group, Technician, Title, Subject Variables, Message Variables and enter Description.
    3. Click Save button.

     

     

    To create an alarm profile with ServiceDesk Plus notification

    1. Login to Firewall Analyzer. Select Settings > Others > Alarm Profiles. Click Add button.
    2. Create an alert profile as required and select Enable notification.
    3. Select template type: Log a ticket and select the Template name created with SDP.
    4. When an alert is triggered with the selected profiles, a ticket will be created in SDP UI and can be viewed.

     

     

     

    Firewall Analyzer alarm notification in ServiceDesk Plus