ServiceDesk Plus (SDP) MSP integration with OpManager MSP

ManageEngine OpManager MSP is an affordable, customer-centric network management solution tailored for MSPs. OpManager MSP helps with managing different customers over multiple remote locations with its probe-central architecture. With this architecture, a probe is added at remote customer locations, and the OpManager MSP server provides a central console to monitor networks and manage key metrics across all customer locations.

OpManager MSP Central integrates with ManageEngine ServiceDesk Plus MSP, IT help desk software from ManageEngine that provides integrated asset management, incident management, fault resolution, problem management, and more for MSPs. OpManager MSP simplifies the identification and resolution of faults by raising alarms, which automatically get registered as tickets in ServiceDesk Plus MSP. This makes the entire fault resolution process simple, continuous, and effective.

Alarms in OpManager MSP become tickets in ServiceDesk Plus MSP

In ServiceDesk Plus MSP, an Account can be created and linked to every Customer handled by the MSP, and probes in the Customer's Account are added as sites. Issues pertaining to a particular Customer's network are raised as tickets under the Account created in ServiceDesk Plus MSP.

If a Customer is added in OpManager MSP and an Account is present for the same Customer in ServiceDesk Plus MSP, then the Customer in OpManager MSP can be mapped to the corresponding Account in ServiceDesk Plus MSP. Likewise, probes in the Customer's network can be mapped to sites in ServiceDesk Plus MSP. In doing so, alarms raised in OpManager MSP Central for devices in a Customer's probe network can automatically be raised as tickets for the corresponding Account and site in ServiceDesk Plus MSP.

This integration helps you tend to critical alarms raised in OpManager MSP by automatically creating tickets in ServiceDesk Plus MSP so that faults are addressed without delay. This ensures that the network functions smoothly and there is minimal downtime.

Note: Integration of OpManager MSP with ServiceDesk Plus MSP is only available in OpManager MSP Central.

Benefits of ServiceDesk Plus MSP integration with OpManager MSP

Value added to MSPs when integrating ServiceDesk Plus MSP with OpManager MSP:

• Integrating ServiceDesk Plus MSP and OpManager MSP makes the fault resolution process simple and continuous.
• Minimizes the downtime of network operations.
• Integrating ServiceDesk Plus MSP with OpManager MSP improves network management efficiency overall for multiple customers over different probe locations.
• Provides uniformity over the fault management process.

This is done by:

• Automating ticket generation for critical alarms, resulting in faster fault resolution.
• OpManager MSP Integration with SDP MSP immediately assigns tickets to the right technicians to help maintain maximum uptime.
• Leveraging probe networks in different locations for integrated and continuous network and fault management for multiple customers.

How to integrate ServiceDesk Plus MSP with OpManager MSP

To integrate ServiceDesk Plus MSP with OpManager MSP:

A. Configure SDP MSP integration with OpManager MSP in OpManager MSP.
B. Set up a Log a Ticket Notification Profile in OpManager MSP.

A. Configure SDP MSP integration with OpManager MSP in OpManager MSP:

1. Open OpManager MSP Central and navigate to Settings > General Settings > Third Party Integrations.
2. Click Configure.

Note: To configure integrations, you have to be logged in as an MSP admin user in OpManager MSP and as an administrator user in ServiceDesk Plus MSP.

1. Enter the Server IP/DNS Name where ServiceDesk Plus MSP is installed and the port number of the ServiceDesk Plus MSP server.
2. Generate and enter the ServiceDesk Plus MSP Admin key. To generate the MSP Admin key, go to ServiceDesk Plus MSP, click the user icon at the top right, click API Key Generation, then click Generate.

1. In the event that an alert reoccurs after a ticket pertaining to the alert was closed in ServiceDesk Plus MSP, choose one of the following options:
   • Create new ticket: Creates a new ticket in ServiceDesk Plus MSP when the previously created ticket is closed.
   • Re-open closed ticket: This option reopens the ticket for the current alert if the ticket was previously closed.
2. Map Customers by associating OpManager MSP Customers to ServiceDesk Plus MSP Accounts. Then link the probes of the selected Customers in OpManager MSP to the respective sites in ServiceDesk Plus MSP.

   In doing so, alarms from the selected Customer's probe can be raised as a ticket for the mapped Account and site in ServiceDesk Plus MSP.

1. Read and agree to the license agreement of ServiceDesk Plus MSP before clicking Save.

ServiceDesk Plus MSP integration with OpManager MSP is now complete. You can now configure the properties of ticket automation using a Notification Profile.

Note: Existing Customer-Account and probe-site mappings cannot be edited once saved. In order to edit the mapping, the existing mapping has to be deleted and a new one has to be created. In doing so, the corresponding Notification Profile will not work and therefore has to be replaced.

B. Configuring a Log a Ticket Notification Profile

After configuring the integration of OpManager MSP with ServiceDesk Plus MSP, you need to configure the Log a Ticket Notification Profile to set the properties of the automated tickets. To do this, follow the steps below:

1. Go to Settings > Notifications > Notification Profiles > Log a Ticket.
2. Select the Customer and Probe to which the Notification Profile needs to be associated.

1. Select the desired Category, Sub Category, Item, Group, and Priority for the ticket. You can also select a technician to be assigned to the ticket.
2. Set the Open Status and Close Status for the ticket. The Open Status indicates when the ticket gets created in ServiceDesk Plus MSP and the Close Status indicates when the ticket needs to be closed.
3. Enter a Title and brief Description of the issue. You can also choose additional ticket fields to be added in the message and description from the respective drop-downs provided.
4. Click Next.
5. Select the devices for which this Notification Profile needs to be configured.
   

   Note: The Notification Profile can only be configured for the devices from the selected Customer-probe network.

6. Configure any other required settings and click Save.

Integrate OpManager MSP devices with ServiceDesk Plus MSP

Summary of devices present in the OpManager MSP Inventory can be viewed in ServiceDesk Plus MSP with Asset sync. The devices from a probe in a Customer's network in OpManager MSP, will be synced to the mapped Account and site in SDP MSP.

With Asset sync, the user does not have to navigate to OpManager MSP Central in order to view the details/summary of the device every time an alarm is raised. Once synced, the summary of the device(s) can be fetched from ServiceDesk Plus MSP under the Asset tab. The Asset Sync feature provides the fault resolution team with all the details required to fix issues quickly, efficiently and using the same application.

Devices under categories such as Server, Router, Firewall, Switch, Desktop, UPS, Printer, and Unknown in OpManager MSP can be synced as Assets in ServiceDesk Plus MSP. Desktop devices in OpManager MSP will be listed under the Workstation category in SDP MSP, OpManager MSP devices under other categories will be listed under their respective namesakes in SDP MSP.

To configure Asset sync, go to Settings -> General Settings -> Third Party Integrations -> Configure, configure the required settings under Asset Settings, and click Save.

Note: This is available for SDP MSP versions 10524 and above.
Adding new devices in OpManager MSP can also be synced with ServiceDesk Plus MSP, such that the changes are reflected in real-time. The Sync Now button can be used to manual sync the Assets that were recently added and resync previously added Assets.

Learn more about OpManager MSP or download a free, 30-day trial. You can also try a free online demo, or schedule a free, personalized demo with our experts who can answer all your product questions.

If you haven't tried ServiceDesk Plus MSP yet, you can schedule a free, personalized demo here.