Configuring OpManager to automatically log Tickets in ServiceDesk
If you are using both OpManager and ServiceDesk Plus in your
network, you can automatically log trouble tickets from OpManager
for specific network faults. OpManager can log a ticket in
ServiceDesk Plus with the appropriate technician, category
and priority fields of the issue filled in. The following
are the steps to configure OpManager - ServiceDesk Plus integration
ServiceDesk Plus Configuration Tasks
Since OpManager uses email as the mechanism to log
a new ticket, you need to enable the Email - to
- Request conversion feature in ServiceDesk Plus.
Configure Help Desk Email address
To configure the incoming e-mail settings:
- Under the Admin tab, Click the Mail Server
Settings icon. The Mail Server Settings
page is displayed with the Incoming e-mail
settings tab selected by default.
- Enter the mail server name, user name, password,
e-mail address, port, and the time interval in which
the mail needs to be fetched periodically. The time
period is in minutes.
- The e-mail address is the address to which you want
all helpdesk emails to be sent.
- Click Save. On successful connection to the
server, the success message is displayed.
OpManager Configuration Tasks
1. Configure Mail Server Settings
Since ServiceDesk Plus can convert emails to the helpdesk
into new requests, OpManager uses email as the mechanism
to log a new ticket. To enable this you need to ensure
that Mail Server settings are configured properly in
To configure the SMTP server settings globally and
to provide the secondary mail server settings, follow
the steps given below:
- Under the Admin tab, click Mail Server
- Enter the SMTP Server name and Port
- Select Requires Authentication and enter
the User name and Password details,
if the server requires authentication to send e-mail.
- Click OK to update the changes
If you have a secondary mail server in your network,
select Add a secondary mail server and provide
the details. In case of failure of primary mail server,
OpManager uses secondary mail server to send e-mail
2. Configure ServiceDesk Plus Server settings
OpManager must 'know' where ServiceDesk Plus resides
to log the ticket. To configure the ServiceDesk Plus
settings details, follow the steps given below:
- Click Admin tab
- From Global Settings column, click Add-On/Products
- Click ServiceDesk Plus Settings icon in this
- Give the following ServiceDesk Plus server details.
- Server where ServiceDesk Plus is running:
Name or the IP address of the machine where ServiceDesk
Plus is installed and running.
- ServiceDesk Plus server port number
: The port number in which the ServiceDesk Plus
application is running. Default port is 8080.
- ServiceDesk Plus login: The user
name with which you will log in into ServiceDesk
Plus. Default is admin.
- ServiceDesk Plus password : The
password to log in into ServiceDesk Plus. Default
password for admin user is admin.
- HelpDesk Email Address : The email
address in the mail server to which the email must
be sent. This should be the same as configured in
the mail-server settings in ServiceDesk Plus. Example:
- From Email Address : The initiator's
email address. Example: firstname.lastname@example.org
3. Creating a Ticket Profile
Following are the steps to create a ticket profile
- Under Admin tab, click Notification Profiles.
- On the right, click Log a Ticket under Add
- Configure the following notification profile details
- Profile Name
- Choose the appropriate device category from
the Category combo-box
- Choose the priority of the issue from the Priority
- Choose a technician to whom the issue is to
be assigned from the Technician combo-box
- Select the alarm variables such as the alarm
severity, device display name etc, from the corresponding
combo-box under Ticket Contents. These
details are displayed on the issue title
- Select the required alarm variables to be included
for the alarm description. This will provide accurate
fault information to the assigned technician
- Select the criteria for the trouble ticket to
be logged into ServiceDesk Plus.
- Click Submit
4. Associate Notification Profile to Devices
You need to associate the notification profiles with
devices to trigger the corresponding action whenever
these devices are under trouble.
To associate a profile with devices or a category of
devices, you can use the Quick Configuration wizard.
For doing so, follow the steps given below:
- In the Admin tab, under Tools, click
Quick Configuration Wizard.
- Select Assign a Notification Profile and
- Choose the profile (the Ticket profile that
you created) to be associated with devices and click
- Choose an option to associate the profile and click
- If you select a category, then the profile
will be associated with all the devices in the
- If you choose Select devices manually, the next
page will list all the managed devices. Move the
devices from the list in the left to the one in
the right and click Finish.
- If you choose a business view, the profile will
be associated with all the devices in the view.
This option will be available only if you have
created at least one business view.
To associate a notification profile with a single device,
follow the steps given below:
- Open the snapshot page of the device.
- Under Configure, select Notifications.
- Select the profiles for this device and click Submit.