Integrating with ServiceDesk Plus On-Demand

 

If you are currently using Desktop Central and ServiceDesk Plus On-Demand, you can integrate them. This integration will be beneficial in the following ways:

 

For the above mentioned features to work, you will have to integrate Desktop Central with the ServiceDesk Plus On-Demand server. There are two stages in integrating Desktop Central with ServiceDesk Plus On-Demand, they are:

Generating Authentication Key

Authentication key is required for secured data transfer between the Desktop Central and ServiceDesk Plus On-Demand. Login to your ServiceDesk Plus On-Demand account as user with SD Admin Role and access this url:https://accounts.zoho.com/apiauthtoken/create?SCOPE=SDPOnDemand/sdpodapi, you can see that the authentication key has been auto-generated. This key does not have any expiry date. You can see a sample key below:

# #Tue Jul 08 05:41:29 PDT 2014

AUTHTOKEN=e3d7627cdaba53a6be6aa41e792db648

RESULT=TRUE

You have successfully created an authentication key. This can be used while configuring the integration settings.

Configure Integration Settings

To configure the ServiceDesk Plus On-Demand settings, follow the steps mentioned below:

  1. From your Desktop Central wrbconsole, navigate to Admin tab -> Under Integration Settings, -> ServiceDesk Plus Settings -> Select ServiceDesk Plus On-demand.

  2. Enter the server name. You have the following options:

    1. Choose either "https://sdpondemand.manageengine.com", "https://sdpondemand.manageengine.en" or "https://sdpondemand.manageengine.in", according to which domain your SDP server is hosted in. To find out the exact URL, go to ServiceDesk Plus console and navigate to ESM Directory >> ESM portal >> URL for Organization Portal, as shown below:

      SDP


    2. Choose "Portal" if you've set up a customized domain for accessing ServiceDesk Plus cloud and enter the exact URL.
    3. Note: All the helpdesk tickets and assets are posted to this URL. To post the DC - SDP integration tickets to a specific instance, provide the complete portal URL along with the instance name e.g.: https://dc.manageengine.com/app/myinstancename. If an instance is not specified in the URL, the tickets will be raised to the default instance. You can create and check instance names in ServiceDesk Plus console by navigationg to ESM Directory >> Service Desk Instances, as shown below:

      SDP

  3. Provide the generated API key. Refer to this, to  know about generating API key.

  4. Under Features to be Integrated, you can select the required features "IT Asset Data" and "Log Help Desk Requests as Tickets".

  5. If you have integrated IT asset data, you can enable settings to suggest currently logged-in user as owner for workstations.

  6. Click Save to save the changes.

     You can see that Desktop Central has been successfully integrated with ServiceDesk Plus On-Demand.

 

IT Asset Data

Asset data will be posted to the Desktop Central server during the following scenarios:

The asset data, which is posted in Desktop Central will be updated to the ServiceDesk Plus On-Demand.

Log Help Desk Requests as Tickets

Users will be able to raise help desk tickets from the Desktop Central agent tray icon. These help desk tickets will be updated in the ServiceDesk Plus On-Demand server. Proxy and Help Desk Settings, under Admin tab, need to be configured for this feature to work.  The benefits of logging help desk tickets as requests in ServiceDesk Plus On-Demand are:

 

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