If you are currently using Desktop Central and ServiceDesk Plus On-Demand, you can integrate them. This integration will be beneficial in the following ways:
For the above mentioned features to work, you will have to integrate Desktop Central with the ServiceDesk Plus On-Demand server. There are two stages in integrating Desktop Central with ServiceDesk Plus On-Demand, they are:
Authentication key is required for secured data transfer between the Desktop Central and ServiceDesk Plus On-Demand. Login to your ServiceDesk Plus On-Demand account as user with SD Admin Role and access this url:https://accounts.zoho.com/apiauthtoken/create?SCOPE=SDPOnDemand/sdpodapi, you can see that the authentication key has been auto-generated. This key does not have any expiry date. You can see a sample key below:
# #Tue Jul 08 05:41:29 PDT 2014
AUTHTOKEN=e3d7627cdaba53a6be6aa41e792db648
RESULT=TRUE
You have successfully created an authentication
key. This can be used while configuring the integration settings.
To configure the ServiceDesk Plus On-Demand settings, follow the steps mentioned below:
From your Desktop Central wrbconsole, navigate to Admin tab -> Under Integration Settings, -> ServiceDesk Plus Settings -> Select ServiceDesk Plus On-demand.
Enter the server name. You have the following options:
Note: All the helpdesk tickets and assets are posted to this URL. To post the DC - SDP integration tickets to a specific instance, provide the complete portal URL along with the instance name e.g.: https://dc.manageengine.com/app/myinstancename. If an instance is not specified in the URL, the tickets will be raised to the default instance. You can create and check instance names in ServiceDesk Plus console by navigationg to ESM Directory >> Service Desk Instances, as shown below:
Provide the generated API key. Refer to this, to know about generating API key.
Under Features to be Integrated, you can select the required features "IT Asset Data" and "Log Help Desk Requests as Tickets".
If you have integrated IT asset data, you can enable settings to suggest currently logged-in user as owner for workstations.
Click Save to save the changes.
You can see that Desktop Central has been successfully integrated with ServiceDesk Plus On-Demand.
System Start Up
User Logon
After manual or scheduled scan
When a new Software Application is installed/Uninstalled
During the 90 minutes refresh cycle
The asset data, which is posted in Desktop Central will be updated to the ServiceDesk Plus On-Demand.
Users will be able to raise help desk tickets from the Desktop Central agent tray icon. These help desk tickets will be updated in the ServiceDesk Plus On-Demand server. Proxy and Help Desk Settings, under Admin tab, need to be configured for this feature to work. The benefits of logging help desk tickets as requests in ServiceDesk Plus On-Demand are:
Submit requests without logging in
Send requests using predefined templates and can even attach screenshots automatically
Use customizable subject lines to configure the HelpDesk application and enable automatic assignment of tickets
Configure settings in Desktop Central to log the following asset-related alerts as tickets in ServiceDesk Plus. These include alerts related to:
Recently added hardware
Commercial software applications that have recently been installed or uninstalled
Prohibited software applications that have recently been installed
Software compliance issues related to expired licenses or under licensed software applications