Desktop Central MSP - ServiceDesk Plus MSP Integration 

Desktop Central MSP's API Key is Invalid!

Problem

On the ServiceDesk Plus MSP server, you are trying to perform any desktop management activity using Desktop Central MSP and you get the error message "Desktop Central's API Key is Invalid".

Cause

You might have got this error message due to one or more reasons mentioned below:

  • API Key has not been generated
  • API Key has not been saved
  • API key might be regenerated
  • Desktop Central MSP user/technician for whom the key was generated has been deleted

Resolution

You can try to resolve the issue, by following the instructions given below:

API Key has not been generated

You need to create an API key on the Desktop Central MSP server and update the same in the ServiceDesk Plus MSP server. This API key is used to authenticate communication between the Desktop Central MSP and ServiceDesk MSP Plus server. Authentication key can be created only for the logged on user and the user should
have Administrator privilege. You will be able to perform the below mentioned steps, only if you are using Dekstop Central MSP build # 90109 & ServiceDesk Plus MSP build # 8306 or later verisons. If you are using lesser versions, kindly upgrade to the latest version and then try to generate the API Key. 

To generate an authentication key, You need to login
to Desktop Central MSP web console as the user, with administrator privilege and follow
the steps mentioned below:

  1. Click Admin tab on Desktop Central MSP web console
  2. Under Global Settings, select API Key Generation
  3. Against the user name, under Action, click Generate to generate API key
  4. Copy the generated key and click Save to complete the process
    You can now update the copied authentication key in the ServiceDesk Plus MSP server,
    for the integration to work. The API Key that you have generated should be pasted
    on the SeriveDesk Plus MSP server in the below mentioned location :
  5. Click Admin, tab on ServiceDesk Plus MSP
  6. Under General, choose Desktop Central MSP Server Settings
  7. Specify the API Key under Server Configuration.
  8. Click Save to verify the API key is authentication and communication
    has been established.

You have successfully generated the API key and established communication with the
ServiceDesk Plus MSP server.

API Key has not been saved

You would have not saved the API (authentication) key that you have generated. Click Save on the same view, where you have created the API key. After saving the details of the newly created/regenerated API key, you can see that you will be able to establish communication between the Desktop Central MSP and ServiceDesk Plus MSP server.

API key might be regenerated

You would have regenerated the authentication key, but would not have updated the latest key in SeriveDesk plus MSP server. Every time a key is regenerated, the previous key becomes invalid. So, it is mandatory to to update the regenerated key in the ServiceDesk Plus MSP server.

Desktop Central MSP user/technician for whom the key was generated has been deleted

The user/technician for whom the key has been generated might have been deleted. In such cases, you will have create a new authentication key with a user, who has administrator privilege and update the latest key on the ServiceDesk Plus MSP server.

After updating the authentication key on the ServiceDesk Plus MSP server, click Save option to verify if the authentication key is valid, and you are able to establish communication with the Desktop Central server MSP.

Applies to: ServiceDesk Plus Integration, Software Deployment, Software Installation, Remote Software Distribution, API Key, Integration with ServiceDesk Plus

Keywords: ManageEngine ServiceDesk Plus, Desktop Central integration, API Key, Authentication Key

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