Miscellaneous - Knowledge Base

ServiceDesk Plus Settings returns "Invalid Authentication Key"

Problem

You are trying to integrate Desktop Central and ServiceDesk Plus applications. When you specify an authentication key, you see the error 'Invalid Authentication Key'. When you want to install or uninstall software applications and log help desk requests as tickets using ServiceDesk Plus, you are required to generate and enter an authentication key while integrating Desktop Central with ServiceDesk Plus. You must make the following settings to generate an authentication key:

Cause

You will see this error in the following cases:

• Specified authentication key is not longer valid or has expired. If you have set the key to expire after sometime, check the expiry date.
• Authentication key has been regenerated by a ServiceDesk Plus technician
• ServiceDesk Plus technician for whom the key was generated has been deleted
• Technician creation has not been saved after generating the API key

Prerequisites

• Specify the Desktop Central server settings when you want to do the following:
  
  • Deploy software applications
    
  • Send requests to the HelpDesk as tickets
• Ensure that the build numbers conform to the details given below:
  
• Desktop Central: Professional Edition, Build number 70133 or later versions
  
• ServiceDesk Plus: Professional Edition, version number 8.0 or later versions
• Create a role with permission to do the following:
  • Install or uninstall software applications using Desktop Central
    
  • Log help desk requests
•  Assign the role, you created, to a technician and generate an API key
•  Paste the API key in Desktop Central

Resolution

You are required to generate a new authentication key in ServiceDesk Plus and specify it in Desktop Central. To generate a new API key in ServiceDesk Plus, follow the steps given below:

1. Specifying the Desktop Central server settings
   
   1. Login to the ServiceDesk Plus console
      
   2. Click the Admin tab
      
   3. In the General section, click Desktop Central Server Settings
      
   4. Enter the following:
      
      • Name of the Desktop Central server
        
      • Port number where the server is installed
        
   5. Select the required protocol settings
      
   6. Click Save
      

You have specified the settings for the Desktop Central server. ServiceDesk Plus will now establish a connection with the Desktop Central server and get the details of the configurations for software applications that are to be installed or uninstalled.

2. Creating a role with permission to install or uninstall software applications using Desktop Central
   1. Login to the ServiceDesk Plus console
      
   2. Click the Admin tab
      
   3. In the Users section, click Roles
      
   4. Click Add New Role 
      
   5. Enter the name of the role
      
   6. Enter a description about the role
      
   7. In the Advance Permission section, under Assets, check the Install/Uninstall Software checkbox

   Note: If you are logging help desk requets, then in the Advance Permission section, under Requests, check the Add checkbox.

   8. Click Save
3. Assigning the role that was created to a technician
   
   1. Login to the ServiceDesk Plus console
      
   2. Click the Admin tab
      
   3. In the Users section, click Technicians 
      
   4. Click Add New Technician 
      
   5. Enter the following information about the technician:
      
      • Personal details
        
      • Contact information
        
      • Cost details
        
      • Department details
        
   6. Assign the required groups for the technician

Note: The groups that you assign to the technician should have ticket-creation permission
in ServiceDesk Plus.

7. Select the required permissions
   
8. Check the Enable login for this technician checkbox. Enter the following details
   for the technician:
   
   • Login name
     
   • Password
     
   • Domain name
     
9. Select Enable Custom Privileges 
   
10. Assign the role you created
    
11. In the API key details section, click Generate
    
12. Enter the date on which you want the key to expire
    
13. Click Generate

Note: This key is entered when a technician key is required for Web service API requests.

7. Click Save

Note: You can also edit an existing technician's role and enable login.

4. Pasting the API key in Desktop Central
   
   1. Login to the Desktop Central server
      
   2. Click the Admin tab
      
   3. In the Global Settings section, click ServiceDesk Plus Settings 
      
   4. In the Authentication Details section, enter the API key you generated in the ServiceDesk
      Plus console
      
   5. Click Save

Applies to: ServiceDesk Plus Integration, Software Deployment, Software Installation, Remote Software Distribution, Uninstalling Software from desktops

Keywords: ManageEngine ServiceDesk Plus, Centrally Administer Software Installation, Centralized Software Deployment

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Miscellaneous - Knowledge Base