Integrating ServiceDesk Plus MSP(SDP MSP) with MDM MSP

• Introduction
• Features supported
• Sharing asset data with ServiceDesk Plus MSP (SDP MSP)
• Complete UI integration with ServiceDesk Plus MSP (SDP MSP) portal
• Integration Procedure
• Pre-requisites
• Initiating integration in MDM MSP server
• API key generation
• In the MDM MSP Console
• In the SDP Console(Required only for complete UI integration)
• Complete UI integration procedure
• Modifying Integration Settings
• Removing SDP integration

Introduction

ManageEngine ServiceDesk Plus MSP (SDP MSP) is a help desk and asset management solution designed specifically for MSPs. It allows admins to manage help desk tickets and assets of different customers from a single console. Integrating SDP MSP with MDM MSP allows help desk technicians to manage mobile devices directly from the help desk console.

Features supported

MDM MSP combines its capabilities with that of SDP MSP, providing better control over the managed devices. Currently, MDM MSP supports the following feature:

Sharing asset data with ServiceDesk Plus MSP

In most organizations, in addition to managing the help desk tickets, ServiceDesk Plus MSP is used for managing assets such as routers and switches. Sharing the high level asset data of the mobile devices managed using MDM MSP makes it easier to view all asset details from a central location. This data gets periodically shared with SDP MSP giving IT admins better actionable insights, all from the convenience of the same portal. Any action performed on the asset data available in SDP MSP is also logged in the portal leading to easier auditing.

Complete UI integrations with ServiceDesk Plus MSP (SDP MSP)

In addition to just sharing the data with the SDP MSP portal, Mobile Device Manager Plus MSP also allows you to completely integrate the UI of both SDP MSP and Mobile Device Manager Plus MSP. Doing so will allow the help desk technician perform various device management tasks, like associating profiles and distributing apps to devices, right from the SDP MSP console. This will allow the helpdesk technicians to quickly perform the different routine and mundane tasks, which in turn results in higher number of closed tickets and improves productivity.

Integration Procedure

Integrating MDM MSP with ServiceDesk Plus MSP is quick and simple, whereby you can have the integration working in a few minutes. Before integrating MDM MSP and SDP MSP, ensure the following pre-requisites are fulfilled.

Pre-requisite

• Both MDM MSP and ServiceDesk Plus MSP (SDP MSP) servers must be running on the same network.
• The MDM MSP server build number must be #92602 or higher.

Initiating integration in MDM MSP server

Follow the steps given below to initiate the integration between MDM MSP and SDP MSP:

• On the MDM MSP server, click on Admin tab from the top pane and select ServiceDesk Plus MSP, present under Integrations.
• Now, provide the following details regarding your SDP MSP server:
• IP address/DNS Name: The location where your SDP MSP server is hosted
• Port Number: The port number used by your SDP MSP server
• Communication Protocol: Specify whether the communication is carried out in HTTP or HTTPS channel. If HTTPS is selected, you need to restart the machine which is hosting the server, for the changes to be reflected.
• The next step is to generate an API key as explained below.

API key generation

In the Mobile Device Manager Plus MSP console

The API key is used to link the MDM MSP server with SDP MSP server, thereby completing the integration. Follow the steps below to generate the API key:

1. Navigate to Admin ->API key generation under Integrations.
2. Click on Generate API key.
3. Select the application for which the API key is to be generated. In this case, select ServiceDesk Plus MSP.
4. The API key will be generated and should be copied into the ServiceDesk Plus MSP console.

In the ServiceDesk Plus console

The generation of this authentication key in the ServiceDesk Plus console is required only if you want to completely integrate ServiceDesk Plus MSP and Mobile Device Manager Plus MSP. It is not required to just share the asset data in ServiceDesk Plus MSP.

NOTE: You can create the authentication key, if you have logged into ServiceDesk Plus MSP as an administrator.

1. Go to Admin tab in ServiceDesk Plus.
2. Under Users, select Technician.
3. Click Add New to create a new technician and fill in the required details.
• Enter the name
• Enter the required description and specify the privileges required for the technician like, contact information, cost details, department details, assigning the group to technician and select permission.
• Check the Enable login for this technician checkbox. Enter the following details for the technician:
• Login Name
• Password
• Re-type Password
• Domain
4. Select Enable Administrator Privileges (SDAdmin) option.
5. Under API Key Details, click Generate/Regenerate to generate the authentication key.

Complete UI Integration Procedure

To integrate the MDM MSP UI with ServiceDesk Plus MSP, you'll have to configure MDM MSP server settings in SDP MSP

1. Click Admin ->Integrations ->Mobile Device Manager Plus MSP.
2. Select Enable MDM MSP option.
3. Enter the MDM MSP server name, the port number and protocol settings.
4. Click Test Connection and Save.
5. Optionally, you can also automate the creation of customers in the MDM MSP console by clicking on Sync with Mobile Device Manager Plus MSP. This will add the accounts available in SDP MSP as customers in MDM MSP.

After enabling the MDM MSP menu, SDP MSP users will be able to view the MDM MSP menu on the SDP MSP console.

Having integrated the UI of MDM MSP with SDP MSP, the next step to do is to enable this menu for SDP MSP users. The MDM MSP menu, by default, will be visible to all users with administrative privileges in SDP MSP (Build #9460 and above). However, when you configure the MDM MSP Server settings, it will be visible only for whom the menu has been enabled.

To enable the MDM MSP menu for users, follow the steps given below:

You should login to SDP MSP as a technician with Admin privileges in SDP MSP

1. From the SDP MSP Web console, select Admin --> Technicians
2. Under the Login Details of the user, enter the login name and password of the required user.
3. Choose what privileges should the user have in MDM MSP:
• Admin privilege will have access to all the features
• Guest privilege will only have read-only access to Desktop Management functions.
4. Select Enable login for this technician and then select Enable to access Desktop and MDM MSP plugin functionality option.
5. A new user is created for Mobile Device Manager Plus MSP and/or Desktop Central with the same login name and password as mentioned in the respective fields. A user may not be created if the license limit is exceeded in the respective product.
6. Select the required privilege and click Save.
7. Repeat the above steps for every user to whom the MDM MSP menu has to be enabled.

MDM MSP menu can be enabled only by the Administrator.




Modifying Integration Settings

There are certain scenarios where you might need to change the integration settings. Requirements such as modifying the server details in case of permanent server relocation are all too common. MDM MSP allows modifying specific settings without affecting the integration as a whole. Follow the steps given below to modify the settings:

• On the MDM MSP server, click on Admin tab from the top pane and select ServiceDesk Plus MSP, present under Integrations.
• Click on the Server Settings tab and click on the Modify button.
• Modify all the required settings and then click on Save to save all the modified changes.

Removing SDP MSP integration

You can remove the SDP MSP integration, ensuring there is no further asset data posted on the SDP MSP portal. However, the previously synced data can still be accessed from the SDP MSP portal and must be removed manually. To remove the integration, follow the steps below:

• On the MDM MSP server, click on Admin tab from the top pane and select ServiceDesk Plus MSP, present under Integrations.
• Click on the Server Settings tab and click on the Remove button.
• Follow the on-screen instructions to remove the integration.
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