# Integrating ServiceDesk Plus (SDP) with MDM ManageEngine ServiceDesk Plus (SDP) is a helpdesk management solution from ManageEngine, available both on cloud and on-premises. This integration from the MDM standpoint lets you use MDM data for reactive management, in addition to the proactive management it already facilitates. With the SDP integration, you can have certain actions logged as tickets in the SDP portal automatically and/or have the high-level asset data of devices synced for granular inventory management in your organization. **This is applicable for both MDM On-Premises and MDM Cloud.** ## Features Supported MDM combines its capabilities with that of SDP, providing better control over managed devices. Since every organization may have different needs, you can select the features you want to utilize through this integration. Currently, MDM supports the following features: ### Sharing Asset Data with ServiceDesk Plus (SDP) With the granular asset management in ServiceDesk Plus for managing all assets (such as routers, switches, etc.) in an organization, sharing high-level asset data of devices managed using MDM makes it easier to view all asset details from a central location. This data gets periodically shared with SDP, giving IT admins better actionable insights from the same portal used for managing other assets. Any action performed in SDP based on the asset data is also logged in the portal, leading to easier auditing. ### Logging Alerts as Tickets in ServiceDesk Plus (SDP) Portal This feature enables certain alerts provided by MDM to be automatically logged as tickets, leading to enhanced insights and quicker actions. Currently, MDM supports logging alerts sent to users regarding [blocklisted apps](https://www.manageengine.com/mobile-device-management/help/app_management/blocklisting-apps.html) as tickets in the SDP portal. This is particularly important because non-compliant apps on a device can lead to unauthorized data loss or access. Although MDM allows disabling blocklisted apps, it is supported only for certain devices. For others, MDM allows notifying users about the blocklisted app and requesting its removal. Based on your organization's compliance standards, you may want to log such incidents in the SDP helpdesk portal for auditing and analysis. MDM enables alerts sent for removing blocklisted apps to be logged as tickets in SDP, providing IT admins with details about: - Blocklisted apps present in the organization - Devices that have these blocklisted apps All of this is accessible from the centralized SDP helpdesk portal. #### Complete UI Integrations with ServiceDesk Plus (SDP) In addition to sharing data, Mobile Device Manager Plus allows complete UI integration between ServiceDesk Plus and Mobile Device Manager Plus. This enables help desk technicians to perform various device management tasks—such as associating profiles and distributing apps to devices—directly from the ServiceDesk Plus console. This streamlines routine tasks, increases ticket resolution rates, and improves productivity. ### Integration Procedure Integrating the MDM server with ServiceDesk Plus is quick and simple, and can be completed in just a few minutes. For **integration with MDM Cloud**, refer to the [Mobile Device Manager (Cloud) Integration help guide](https://help.sdpondemand.com/mdm-cloud). For **integrating with MDM On-Premises**, ensure that all [pre-requisites](https://www.manageengine.com/mobile-device-management/help/integrations/mdm_and_servicedeskplus.html#prerequisites) are met before proceeding. ### Pre-requisites - Both Mobile Device Manager Plus (MDM) and ServiceDesk Plus (SDP) servers must be running on the **same network**. - The MDM server build number must be **#92370 or higher**, and the SDP server build number must be **#9414 or higher**. #### Initiating Integration in MDM Server You need to initiate the integration from the MDM server as explained below: - On the MDM server, click on **Admin** from the top pane and select **ServiceDesk Plus** under **Integrations**. - Provide the following details regarding your SDP server: - **IP address/DNS Name**: Location where your SDP server is hosted - **Port Number**: Port number used by your SDP server - **Communication Protocol**: Specify whether communication uses HTTP or HTTPS. **If HTTPS is selected, you need to restart the machine hosting the server for the changes to take effect.** - Specify the features you want to enable: - [Sharing asset data](https://www.manageengine.com/mobile-device-management/help/integrations/mdm_and_servicedeskplus.html#sharing_asset_data) - [Logging alerts as tickets](https://www.manageengine.com/mobile-device-management/help/integrations/mdm_and_servicedeskplus.html#logging_alerts_as_tickets) - Generate an API key as [explained here](https://www.manageengine.com/mobile-device-management/help/integrations/mdm_and_servicedeskplus.html#api_generation). #### API Key Generation **In the Mobile Device Manager Plus console** The API key links the MDM server with the SDP server, completing the integration. 1. Navigate to **Admin → API Key Generation** under **Integrations**. 2. Click **Generate API Key**. 3. Select the application for which the API key is to be generated. In this case, select **ServiceDesk Plus**. 4. Copy the generated API key into the ServiceDesk Plus console. **In the ServiceDesk Plus console** This authentication key is required only for complete UI integration. It is not required for sharing asset data or logging alerts. **Note:** You must be logged in as an administrator in ServiceDesk Plus. 1. Go to the **Admin** tab in ServiceDesk Plus. 2. Under **Users**, select **Technician**. 3. Click **Add New** and fill in the required details: - Enter the name. - Provide description and specify privileges (contact information, cost details, department details, group assignment, permissions). - Check **Enable login for this technician** and provide: - Login Name - Password - Re-type Password - Domain 4. Select **Enable Administrator Privileges (SDAdmin)**. 5. Under **API Key Details**, click **Generate/Regenerate** to generate the authentication key. ### Complete UI Integration Procedure To integrate the MDM UI with ServiceDesk Plus, configure MDM server settings in ServiceDesk Plus: 1. Click **Admin → Integrations → Mobile Device Manager Plus**. 2. Enter the MDM server name, port number, and protocol settings. 3. Select **Enable MDM**. 4. Click **Save**. After enabling the MDM menu, ServiceDesk Plus users will be able to view the MDM menu in the SDP console. By default, the MDM menu is visible to users with administrative privileges in ServiceDesk Plus (Build #9402 and above). After configuring the MDM server settings, it will be visible only to users for whom the menu has been enabled. To enable the MDM menu for users: You should log in to ServiceDesk Plus as a technician with Admin privileges. 1. From the ServiceDesk Plus web console, select **Admin → Technicians**. 2. Under the Login Details of the user, enter the **login name** and **password**. 3. Choose the appropriate MDM privileges: - **Admin privilege**: Access to all features. - **Guest privilege**: Read-only access to Desktop Management functions. 4. Select **Enable login for this technician**, then select **Enable to access Desktop and MDM plugin functionality**. 5. A new user is created for Mobile Device Manager Plus and/or Endpoint Central with the same login name and password (subject to license limits). 6. Select the required privilege and click **Save**. 7. Repeat the steps for each user who needs access to the MDM menu. **MDM menu can be enabled only by the Administrator.** ### Modifying Integration Settings In certain scenarios, you may need to change integration settings—such as enabling new features or modifying server details due to server relocation. MDM allows you to modify specific settings without affecting the entire integration. To modify settings: - On the MDM server, click **Admin** and select **ServiceDesk Plus** under **Integrations**. - Click the **Server Settings** tab and select **Modify**. - Update the required settings and click **Save**. ### Removing SDP Integration You can remove the SDP integration to stop further asset data syncing and/or ticket logging in the SDP portal. Previously synced data and logged tickets will remain accessible in SDP and must be removed manually if required. To remove the integration: - On the MDM server, click **Admin** and select **ServiceDesk Plus** under **Integrations**. - Click the **Server Settings** tab and select **Remove**. - Follow the on-screen instructions to complete the removal process.